Consumer complaint received 2026-01-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY

Complaint narrative:
XXXX  XX/XX/year>, I thought that I was putting in an online order through a charities website for {$150.00} using paypal. A minute after the transaction went through the vendor charged me {$1000.00}. I put in a claim with paypal and I called my bank, Bank of America. Over the phone the Bank of America representative told me that I needed to watch my mobile bank account so that they can stop the funds when I see it as " processing ''. 
I checked my account three times a day until XXXX  ( XX/XX/year> ) morning when the charge came in. I called Bank of America and the representative read through the notes on my profile and got up to date with the situation. She told me that she would be able to stop the transaction and I would see that the transaction was stopped on my mobile bank app at XXXX. 
The morning after ( XX/XX/year> ) I checked my mobile bank app and saw that not only the transaction was stopped but that the payment went through and the money is now gone. I called Bank of America to ask what happened and was told by that representative that he had no idea why I would be told that the transaction could be stopped. I asked him to look through the notes at which he said that he understood what happened and that the previous two representatives should not have told me that the transaction to stop funds could occur. That it would take XXXX days to stop the funds and I should have been told that. I reminded him that I called on Friday XX/XX/XXXX and he responded that I shouldn't have been told what I was told. He then said that he was going to open up a claim for the {$1000.00} and called it a " scam '', and also wrote up a complaint for me internally with Bank of America. I asked him what the complaint was for and he told me something along the lines of " an employee of Bank of America miscommunicated with me '', I reminded him that it was two employees. I also asked what the 2nd representative meant when she said I would see the charge gone at midnight. He said that there is always a record of something and that I wouldn't see a charge gone but the money given back. I clarified that I wanted to know why I would be told that, I asked if it was a misunderstanding from something she said. He said it wasn't a misunderstanding but a " miscommunication '' from his colleagues and that I would have seen the transaction stopped by midnight it would have worked. I then asked what was going to come of the complaint that he was placing for me and he relayed that the representatives who gave me misinformation would likely be counseled. I then asked if this would affect the claim and he said that the investigator would be able to look at my profile but did not say it would be included in the review.

Please find documents of screenshots attached of the scamming event.

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