Consumer complaint received 2025-06-16 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: CA

Complaint narrative:
XX/XX/2025 My husband XXXX XXXX has received a text from BOA indicated an amount of {$9100.00} is pending for authorization to pay to an institution named XXXX XXXX XXXX XXXX XXXX ; text indicated XXXX needs to call to finalize the process, otherwise the request will be closed. Of course, XXXX called and tell the bank that he did not set that up and please dont authorize the payment. 
XX/XX/2025- XXXX got another text from the bank, that the transfer has been completed and {$9100.00} has been sent out. He tried to login to the account, at this point his account was locked. Immediately, he called the bank to find out why BOA released the funds without his approval, BOA said that they dont monitor if the payment is set up as XXXX XXXX XXXX We called BOA XXXX department to report this incident the same day. The investigation was done in a few days and a letter sent to us indicated they cant honor the case since the transaction was done by XXXX computer device. 
XX/XX/2025 - Police report filled with XXXX XXXX XXXX. Report number XXXX. Per Deputy XXXX XXXX XXXXXXXX XXXX, case also filled to XXXX XX/XX/2025 - We met with XXXX XXXX XXXX XXXX Bank of America - XXXX XXXX XXXX XXXX at the XXXX XXXX location to call BOA XXXX Department ; with our permission, XXXX was able to check XXXX BOA account using his cell phone, the XXXX information are unavailable, and no record of funds were authorized in his phone device. Therefore, XXXX has requested the investigation department to send us the recipients name and account information, also the IP access address where the transaction history originated issue. XXXX has also reported our case to the branch XXXX on duty that day. 
XX/XX/2025 XXXX up email sent to XXXX ; we were advised to wait for the letter, additional information are needed to further pursue the investigation. 
XX/XX/2025- XXXX from BOA received, none of the information we requested are not included. The only information indicated on the letter is case closed since the transaction were done by XXXX. 
XX/XX/2025 - Follow up email sent to XXXX XXXX for the next steps investigation, unfortunately, as of this minute - no additional information has been received from XXXX. 
* XX/XX/2025 - Email received from XXXX that he is no longer able to help us. 

This is truly a cybercrime, and we are the victim. This is very serious, major financial institute need to liable to the money in our account, our date and property need to be highly protected and set with higher security. We are helpless, we need your help to solve the problem, since everyone at Bank of America are refused to help us. 
XXXX and I are here beseeching request you to further investigate the issue and a deliberation judgment The relevant personal for shielding and abetting the XXXX must be seriously dealt with law enforcement. We honestly dont want this to happen to anyone else that banked there.

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