Consumer complaint received 2024-11-20 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA

Complaint narrative:
I am reaching out to request your assistance under Regulation XXXX to address a serious issue involving my checking account Bank of America. On XX/XX/year>, I was contacted by someone who said they were a Bank of America representative regarding a fraudulent transaction. The call came from an XXXX number and appeared to be associated with Bank of America customer service. I was at work, but I took the call because I was worried that there had already been some declined transactions on my account. I informed the caller that I had not authorized any wire transfer transaction. The caller requested a code to verify my identity as the account holder and block the payment. Trusting this was legitimate, I followed the instructions given to me by the representative. Shortly after, I received an emails stating that the transaction had gone through, and {$2400.00} was sent from my checking account via XXXX service I have never used or signed up for. It was transaction XXXX. Alarmed, I immediately contacted Bank XXXX XXXX XXXX department. I could not get through to a representative on the first call but was able to connect a few hours later and a representative assured me this was a clear case of fraud and that the funds would be returned quickly, probably within a few days. I went to the bank in person to go over the details and was again reassured that the case was straightforward and the money would be returned, this time I was told it could take 10 days. However, I was then again contacted and asked to return and sign a " Scam Victim Acknowledgment '' form to facilitate the refund. This form falsely implies that I initiated the transaction, which is not true. I never initiated any transfer whatsoever. This was an unauthorized transactionfraudusing my account. I discussed this with a representative in person and was told I needed to file the paperwork to continue. BASS Claim Number XXXX. There has been no response since then, and I called to day to expedite the review. I was told it would be expedited by XXXX representative. The representative also told me I should not be using a Scam Victim Acknowledgment since I did not initiate this transfer and that this is a case of fraud ( in which I should have had my money returned even sooner ). I spoke with someone this evening to check in on the complaint and told them that this is a Regulation XXXX fraud issue and I have been given conflicting information from the bank. Although I have completely changed all my login and accounts, and I have visited the bank in person and on phone and followed every instruction given by Bank of America XXXX, I feel I am being misled and left without resolution. Under federal law, I am entitled to a refund for this unauthorized transaction. This matter needs to be resolved, and I feel that Bank of America is not protecting my rights and seems to be deflecting responsibility instead of providing the resolution promised. 

I am filing this complaint to try to expedite this process and to urge you to intervene to ensure the proper handling of this situation and that this money is refunded to me under the guidelines of XXXX XXXX I brought this complaint to Bank of America XXXX Department attention on XX/XX/XXXX, and so I would expect according to their timeline to have the refund by tomorrow. 

They have told me they can not provide any sort of status update until XX/XX/XXXX, which concerns me as we head into the holidays and as I am getting so many conflicting pieces of information from different representatives. Based on what I was originally told, this was an easy situation to solve and I was already to have my money back in my account. I feel that the bank is now trying to withdraw their obligation to refund my money under Regulation XXXX through the Scam Victim Acknowledgment that they had me sign with the promise that it would lead to the full return of my funds as quickly as possible. Representatives have not properly assisted with the case and have providing conflicting information and instructions, and I believe they have let too much time passed without resolving this issue.

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