Consumer complaint received 2024-11-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MD

Complaint narrative:
On XX/XX/XXXX I noticed and illegal transfer of {$3000.00} from my account. I immediately, notified Bank of America. The agent told me he could not stop the transfer because it has not posted. He said he could only prevent further transfer to the illegal account. He sent me a form to complain which I completed and immediately sent to the Bank. On Wednesday, XX/XX/XXXX, I re E-mailed the same form to ensure that my complaint was not treated with levity and I got attention. On Thursday, XX/XX/XXXX. I received an E-mail confirming the receipt of the form again. ( See attachment 3 ). On that day, I called and spoke with XXXX Employee number XXXX in XXXX. She told me to call back on XX/XX/XXXX. This conversation took place around XXXX. On Friday XX/XX/XXXX, I spoke with XXXX, Customer Claim Assist on XXXX. XXXX told me that I need a claim number. It is instructive that all the agents that I have been speaking with since XX/XX/XXXX, did not inform me that I need a claim number. On XX/XX/XXXX at XXXX pm, I called back again and I spoke with XXXX I D Number XXXX who transferred me to XXXX. XXXX asked me to call back on XX/XX/XXXX because the filed form has not been populated since XX/XX/XXXX. On Saturday, XX/XX/XXXX I went to the XXXX XXXX of BOA with the same completed form and the form was faxed to the appropriate department. On Tuesday, XX/XX/XXXX at XXXX I called and got lucky to have spoken with XXXX XXXX XXXX department who told me that the form sent to me was a wrong one. She accepted my complaint and gave me claim number XXXX XXXX. The bank did a shody investigation and said because I have transferred money to the person once so I authorized this transaction. I stopped recurring transfer wire to XXXX XXXX effective XX/XX/XXXX, because of terminal illness which is why there was no payment from XXXX till this illegal transfer in XX/XX/XXXX. Since XX/XX/XXXX all transfers have been made to XXXX XXXX which is evidenced on attachment XXXX to XXXX. I have asked the Bank to provide evidence and the Bank has not been able to provide it. 
After several calls and Emails, on XX/XX/XXXX at XXXX pm, XXXX, in XXXX XXXX Texas told me that the reason for denying my claim on this illegal transfer from my account was that the it took place from my mobile phone. First, other than XXXX deposit, I do not conduct banking business on my phone. Secondly, no one had access to my phone, so I am not convinced of that justification to disallow my claim. Thirdly, since XXXX told me to contact XXXX XXXX, my telephone carrier, On XX/XX/XXXX, I painstakingly called from abroad, where I am vacationing, and spent XXXX hours on the phone while I am being transferred from XXXX person to the other. 
XXXX XFINITY VOYAGE After several hours of frustrating attempts to reach the XXXX Department, I spoke with XXXX who transferred me to XXXX. XXXX told me unambiguously that the Bank is not being sincere and there is nothing XXXX could do. On Wednesday, XX/XX/XXXX around about XXXX. I called Bank of America again and XXXX in XXXX, Arizona told me to take the phone to XXXX for scanning. The phone was taken to XXXX XXXX, XXXXXXXX XXXX XXXX XXXX XXXX, MD XXXX, Toll free XXXX M XXXX where my assistant spoke with XXXX and XXXX XXXX XXXX while I was on the phone. We were told that XXXX does not scan mobile phone, again Bank of America knows what to do, and it is not being sincere. 

NEGLIGENCE OF THE BANK I immediately notified the Bank as soon as I noticed the illegal transfer from my account on or around XX/XX/XXXX. Since then, the Bank has been given me a run around to contact my phone company. Based on the following actions and inactions of the Bank, I believe the Bank is intentionally frustrating my life and joking with my livelihood : The inefficiency of the Bank included sending me a wrong form of claim Unauthorized ACH Return Form on XX/XX/XXXX which I did not find out until XX/XX/XXXX due to my persistent daily calls to the Bank. 
Failure to stop the transfer on XX/XX/XXXX after notifying the Bank when the Bank Staff told me the amount has not posted yet and I have to wait until that occurs before the Bank could do anything. 
Disdainful failure of the Bank to acknowledge through response that the Form sent to me is an incorrect form and I would not have found out if not for my consistent calls. 
Shoddy job of investigation which includes failure to contact XXXX where the funds was transferred to and without presenting me evidence that the funds was transferred from my mobile telephone despite expressed request to do so. 



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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