Consumer complaint received 2025-07-07 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NE

Complaint narrative:
I only use XXXXXXXX XXXX and I moved to the country. 

The place I currently live in has few banks and other amenities, so it's difficult for me to deposit cash into my account. 

I gave cash to my XXXX friend who lives in the same building and works at the same place and received a transfer via XXXX. 

As soon as my friend sent the money, I received a text message saying that the transfer was complete. Since I didn't receive the money right away, I searched and found out that it might be pending, so I waited, thinking that I would be able to receive the money if I waited since I received a text saying that the transfer was complete. 
A system error within the XXXX app itself resulted in it being linked to a non-existent Bank of America account, a bank I have never been to, created, or linked to. 

I have had over XXXX consultations with XXXXXXXX XXXX each lasting over XXXX hours. 

The response I got back was that it was a system error that occurred within XXXX itself and that it needed to be resolved by XXXX. 

I have had over XXXX phone and email consultations with XXXX, and each call takes XXXX hours. 

They just keep repeating that they are truly sorry, do not solve the problem, just evade it and toy with the customer. 

XXXX continues to avoid and refuse to resolve the situation by connecting users to XXXX Bank XXXX Bank of America. 

I also called and emailed Bank of America several times. 

The response I got back was that even if I searched for my account with my social security number and phone number, the account did not exist at all, so they could not resolve the issue and that I had to contact XXXX to resolve the issue. 

They said they couldn't even provide consultation because I don't have an account with Bank of America. 

I had a phone consultation with XXXX 's senior executives. 

He just keeps repeating that he's really sorry and that he can't solve the problem. 

I asked why it was linked to a non-existent Bank of America and why when I send money to other people it links to my XXXXXXXX XXXX account and the money comes out, but when I receive money from other people it links to a non-existent Bank of America and I can't receive the money. 

They refuse to explain, saying they don't know, and just keep repeating that they are truly sorry. 

I asked them where the money I was supposed to receive was and if it made sense that the money was transferred to an account that didn't exist. They said they didn't know. 

I am a Korean citizen and the friend who sent the money is a XXXX  citizen. 

My friend uses Bank of America and since both of us are not good at XXXX, we use a language interpretation service. I have to consult with a Korean staff member and my XXXX friend consulted with a XXXX staff member. 

My friend and I are having a hard time talking on the phone with bank employees of different nationalities. 

I contacted XXXXXXXX XXXX a XXXX employee, and Bank of America, and they said that my account did not exist, the money was transferred incorrectly, and that the friend who sent the money had to call Bank of America directly to cancel the transfer in order to get the money back. 
My XXXX friend called several times to request cancellation, but due to the wrong guidance from the Bank of America XXXX staff, the matter was not resolved, and misunderstandings between my friend and I only occurred, and our relationship deteriorated. 

Bank of America XXXX staff said they could not return the money because the transfer had already been completed. 

When I checked it myself, it turned out to be a non-existent account, but other bank employees and XXXX employees said that it made no sense to say that a transfer was completed to a non-existent account. 

They said their XXXX friend had to contact the bank directly to cancel the transfer because the XXXX staff misunderstood and provided incorrect information. 

My XXXX friend doesn't believe me when I tell him this and is instead believing what the Bank of America XXXX employee said. 

I have been suffering from mental distress and false suspicion for months. 

I don't understand why I, as a consumer, am being harmed by a system error or security issue that occurred within XXXX itself. I'm really angry and in a difficult situation. 

When asked to explain in detail the problem that occurred and ask about the whereabouts of the money, they only reply that they do not know and apologize, and continue to deceive consumers. 

I have reported this to several organizations and have consulted with banks and counselors several times, but it has not been resolved. I am the one who has been directly affected, but I do not understand the system as it says that consultation itself is not possible and that I can not file a return because I do not have an account at the bank. 

XXXX, XXXX and Bank of America all pass the buck and tire people out by making phone calls. 

I want to know where my money is and why it was linked to a non-existent account and why the money was transferred to that account. 

And if the money was transferred to a non-existent account, I would like to know why it is not being returned

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