Consumer complaint received 2022-03-18
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Check cashing service
Issue: Fraud or scam

Complaint:
I believe Bank of America is committing Fraud. 
On XX/XX/XXXX my sister and I went to my neighborhood Bank of America ( BoA ) branch to inquire about the uncertainty of certain checks not being sent. XXXX helped us. In doing so, we requested a copy of all the electronic checks from the beginning of payment from me to my sister XXXX in the amount of {$500.00} each that started on XX/XX/XXXX. BoA failed to send the electronic copies within the 10 days of request via mail. 
On XX/XX/XXXX, I came back again to the same branch to inquire about the check receipts not received with XXXX. After 2 hours on the phone via the bank representative, copies of the checks are being ordered again. BoA failed to send the electronic copies within the 10 days of request via fax to the branch. 

On XX/XX/XXXX, I came back again to inquire about the copies of those checks at the same branch with XXXX. We get on the phone again with Bill pay. The copies were to be sent to the branch via fax by the next day. BoA failed to send the electronic copies the next day. 

On XX/XX/XXXX, I came to pick up the fax. XXXX informs me that they were not available still. Representative at the bank informs the branch manager, currently at another branch, requests for her to follow up, and sends an email to her explaining all our efforts to gather the evidence. BoA failed to send the electronic copies the next day. 

On XX/XX/XXXX, I received notice that the fax had arrived. XXXX hands them to me and I immediately on pick up I notice one of the copies do not carry my sisters signature. In addition, I notice that there are still two copies missing. My sister and I sat with the XXXX and we initiate the claim to investigate 1 fraudulent cashed check and the two prints ( XX/XX/XXXX and XX/XX/XXXX ). We finally get in touch with XXXX from Delaware at XXXX. Claim # XXXX in reference to the check from XX/XX/XXXX for {$500.00}. He immediately states that someone might have access my account. I argued that the problem was not on the side of my account but on the fraudulent cashing of the check in a bank. He discovers that the check was cashed at a BoA branch. He states that within 10 days the {$500.00} will be reimbursed unless the investigation proves otherwise. The line cuts abruptly. 
On XX/XX/XXXX, a letter is sent to me by BoA stating that the research of fraud claim on the account was not honored. 
Our investigation found that the transaction in question was completed using a device that is consistent with previous valid account activity. 
All bill pay to my sister XXXX generated a check addressed to her house. Every check, except this one, were cashed in person in XXXX or BoA with same signatures and XXXX bank account number information noted on the check. The checked in question, had neither. 
In addition, the BoA manager had clarified that as a rule, banks are required to ask for a valid identification. What identification could have been valid to cash a check on my sisters name? Which account did the funds go to within Bank of America? 
Bank of America failed to carried an effective investigation within their own bank in addition to multiple check print out requests that still ongoing.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation