Consumer complaint received 2024-10-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
In the early part of XXXX, we were the victims of altered check fraud. A check we had issued ( Check # XXXX, dated XX/XX/XXXX ) was acquired by the perpetrator via theft, and the check was altered from its intended payee ( XXXX ) and intended amount ( {$170.00} ) to a fraudulent payee ( XXXX XXXX ) and fraudulent amount ( {$4800.00} ). The altered check was then submitted for deposit/cashing to XXXX XXXX XXXX XXXX XXXX XXXX, XXXX. The amount was deducted from our checking account on or around XX/XX/XXXX, which is when we became aware of the fraud. 

We immediately notified Bank of America, and the check was stopped, despite being deposited already ( see attachment XXXX ). At an in-person appointment on XX/XX/XXXX, to address the fraud and determine next steps ( see attachment XXXX ), we requested help from Bank of America to recover our stolen funds. The checking account had already been locked, and we were directed to communicate with the fraud department at Bank of America, via ( XXXX ) XXXX, which we attempted to do several times. Finally, on XX/XX/XXXX, we were directed to submit our request in writing ; we submitted the official request to have our funds returned to our bank account ( see attachment XXXX ), after receiving evidence that XXXX XXXX XXXX XXXX had returned the funds in full to Bank of America ( see attachment XXXX ). 

Inexplicably, we received a letter from Bank of America saying the claim was resolved and that they had issued a credit to our bank account on XX/XX/XXXX in the amount of {$4800.00} ( see attachment XXXX ). This was not true, as our account statements clearly show ( see attachment XXXX ). Our bank records and account balance had no record of this transfer, and we contested the letter by phone ; the associate we spoke to confirmed that no deposit had been made and said that a correction would be made right away. No correction was made. Since then, we have had phone conversations with associates at the fraud department, and they have repeatedly failed to return our funds to us, despite the fact that the fraudulent funds have been returned to Bank of America by XXXX XXXX XXXX XXXX. 

Dates of some phone conversations with representatives to the Bank of America Fraud department include : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I also had another in-person appointment at a local Bank of America branch XXXX XX/XX/XXXX. On each occasion, we were given different explanations for why the funds were not available. At times, Bank of America blamed XXXX XXXX XXXX XXXX, at times they acknowledged their own mistakes and promised to rectify them promptly ; most recently on XX/XX/XXXX, XXXX assured us that our funds would be deposited by the end of the day. 

At this point, we find no reason to trust that Bank of America will in fact return the money that is ours, and so we turn to the CFPB for assistance in resolving the issue.

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