Consumer complaint received 2025-07-31 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY

Complaint narrative:
On XX/XX/year> I was the victim of XXXX at the amount of {$8900.00} USD. I received a text from what appeared as Bank of America asking if I had sent funds at XXXX in another state ( out XXXX XXXX, I believe the amount was {$200.00} USD. I replied no as Bank of America often challenges debit card purchases. I was immediately contacted by phone ( Bank of America phone number ) from a man claiming to represent Bank of America. He had all my account information ; I did not supply him with any of this data. He stated that Bank of America would transfer my funds to a new account to ensure no additional fraudulent transactions could occur. The next day, I saw that my funds were wire transferred out of my account and immediately contacted BOA directly by phone. They advised it was fraud and would investigate the claim. I also physically went to the XXXX, NY BOA location and spoke with bank personnel there ( XXXX XXXX ) who assured me that they located the funds, and the transfer did not go through. They advised it was sent to XXXX bank, and XXXX was holding the funds, but it could take up to XXXX XXXX to get the money back. The BOA XXXX department did nothing except send an email confirming I contacted them and could reach out with questions. 
Time went by and although I called the fraud department numerous times, they did not return my calls, therefore I continued to work with the BOA in XXXX, NY. XXXX month, no update or progress. XXXX months passed and there was no progress. XXXX months passed and there is still no progress, despite frequent visits to the bank. After XXXX XXXX I was told to contact the BOA XXXX department again! Within XXXX day the fraud department called and advised that there was nothing they could do, and the claim was rejected. I had provided the BOA XXXX department with the local police report and a letter from the FBI, supporting my claim. I reached out again to the BOA fraud department and requested the reason for the denial and within XXXX days they came back ( via phone call only ) and advised I would not get my money back and they were closing the case. Although I again requested a reason, and copy of the supporting documentation that led to this decision, I received nothing from them, other than I was verbally advised that the transfer was done by an authorized user on the account. I have never authorized anyone as a user on my account, and Marry Sweet at the BOA XXXX, NY XXXX confirmed this when I went there on Saturday, XX/XX/year>. 

I acted as required and immediately reported the issue ( via phone to the fraud department and in person at the XXXX, NY Bank XXXX ). I understand that BOA should have credited my money within 10 days, pending investigation. THEY DID NOT! I also understand they should have provided written responses and any supporting documentation as to why my claim was denied at my request. THEY DID NOT, despite my repeated requests! The fraud department personnel have not provided anything in writing ( text, email or XXXX mail ) to date and no longer respond to my inquiries. 

As mentioned above, on Saturday, XX/XX/year>, I went to the BOA office in XXXX, New York and XXXX XXXX confirmed ( what I already knew ) that there are NO authorized users on my account - except me. Please tell me what I can do to have BOA held responsible for refunding my money and not adhering to the consumer protection laws, short of me having to pay more out of pocket to take them to XXXX in another attempt to get back my money as they had promised would happen for so long. In my opinion, BOA should be penalized further for this type of activity or should I say inactivity! I am sure there are more victims out there of fraud and Bank XXXX XXXX non-compliance to consumer protection laws. My next step will be to contact the local news in order to inform the public about my experience with Bank of America. Am I legally allowed to do this? 

XXXX Bank of America closed this account without my consent or request, eliminating my ability to access the transaction data.

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