Consumer complaint received 2024-08-12 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: SC

Complaint narrative:
Thursday, XX/XX/year>2024.

While still at a house after conducting business, before driving home. 
Note : XXXX ( XXXX XXXX ) was in the car sitting with XXXX XXXX XXXX XXXX in the back seat and heard the entire conversation. 
Between XXXX, while using the Bank of America ( BofA ) mobile app, XXXX noticed a {$200.00} transaction at a XXXX in Utah. 
Using the Bank of America mobile App, she clicked on the charge dispute charge- agreed to freeze card and dispute charge.

Shortly after clicking confirm, a call come in to our business phone from Bank of America ( XXXX ) XXXX XXXX. 
XXXX answers the call, places on speaker phone and the representative proceeds with reciting his name, position, call location and stated that he was on a recorded line. The rep. then asked if he was speaking with XXXX XXXX, she says yes. And he asked to confirm her identity with a code verification via text. The first text came in from ( XXXX ). * see attached image* She read back the code. 
The rep. then says, I see you are requesting to dispute the {$200.00} charge, on your business checking account number ( reads whole account number ). Looks like the card used was the ( reads card number ) AKA her business debit card.

The rep. then asks to confirm that the other charges were made by our company and reads down the last XXXX or XXXX charges, she says yes we made those transactions. 
The Rep. then says okay, I have frozen that debit card and submitted for a new one to be mailed out to you at your ( reads address ) is that correct? She says yes. The rep then says to read back a code confirming the order of a new card. Receives text from ( XXXX ) and XXXX reads back the code. The Rep. then asks if she would like to receive fraud alert texts from BofA, she says yes, the Rep. then sends another code for her to read, confirming the enrollment of fraud alert texts. The Rep. then repeats what was done during the call, and asks if there are any other issues or quests, XXXX says no ; the Rep says thank you for being a member of BofA, and they both hang up. 
XXXX drives home from XXXX, SC to XXXX SC. 

Friday, XX/XX/year> Between XXXX XXXX notices a text from another XXXX digit number ( XXXX ) Asking if XXXX XXXX XXXX made a wire transfer of {$72000.00} from account ending in She replies NO Immediately checks the BofA mobile App and notices that there had been a transfer of {$72000.00} from the business savings account. She immediately calls the BofA fraud line, and begins questioning the transaction, and telling them what happened..

The same script is recited by the new representative.

The Rep. on this call explains the steps, and says that the timeline could be anywhere from 30- 90 days when and IF they can get the money back. 
Immediately following this call XXXX calls XXXX at the BofA branch in XXXX on XXXX XXXX. and tells the situation and story. 
XXXX and XXXX XXXX to XXXX XXXX, arrive around XXXX and met with XXXX to gain more information of the matter. XXXX asks about how we tried to dispute the c

harge, asks for the story. Calls the wire room and learns that the funds have already been released by BofA. The send a request to discover bank to return the funds. XXXX then says its up to the receiving bank to do the right thing and return the funds when they get the request XXXX then tells us that the savings is on a deposit only freeze, and that both cards are still active. And he helps us unlock online banking, we reset our username and password.

He says that the {$200.00} charge has not been disputed yet, and that we need to do so thru the app.
in the branch we call the fraud department, again. And the same script is read by new Rep. and identity is confirmed by a code via Text from ( 73981 ). Charge is not disputed. 
XXXX and XXXX leave the branch. 
Friday, XX/XX/year> about XXXX police report is made with XXXX Police Department : XXXX XXXX. 
Friday, XX/XX/year> about XXXX contact at FBI XXXX XXXX XXXX notified, statement and all applicable information given. 
Friday, XX/XX/year> about XXXX XXXX calls BofA fraud department to get an update. 
Friday, XX/XX/year> about XXXX XXXX notices that the associated email for the business account had been compromised, there were over XXXX emails from multiple different subscriptions received on Thursday and Friday. This prompted a call to BofA fraud department to get update, and to CHANGE email from XXXX to a XXXX  account. Now keeping track of who we are talking to, XXXX from XXXX FL read the Same script, same text and code verification from ( XXXX ) and said that the email has been changed. 
Saturday, XX/XX/year> around XXXX XXXX and XXXX set up meeting with XXXX branch manager, XXXX, at the XXXX XXXX. branch. We explain story and issue to XXXX, he says that the case has been qued to the top of the list. Also double checks all our information. And reads back our email and we noticed that the email had not been changed from the XXXX to the XXXX. This makes us more skeptical of any and all phone conversations with BofA. XXXX changes our email to XXXX, and we received the email verifications on our phones immediately. 
Monday, XX/XX/year> around XXXX, XXXX from XXXX, SC branch calls XXXX Phone from Bank of America ( XXXX ) XXXX giving update that an analysist has been assigned to our claim and that we will receive documents to fill out. 
XXXX : received first email regarding claim. 
XXXX FBI XXXX XXXX XXXX contact, puts us in contact with FBI XXXX XXXX XXXX, statement given and all applicable information is handed over. 
XXXX going to branch to deliver statement and receive documents. 

All information in this statement is true to the best of our knowledge

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 monetary relief