Consumer complaint received 2025-12-01 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX

Complaint narrative:
On XX/XX/XXXX a unknown company to me made a XXXX  payment using my account information ( we believe through XXXX as others posted about this scam on XXXX  ). I discovered this a few days after on the XXXX. Due to it being the night during a weekend bank of america  XXXX customer service was not available so I sent as many emaisl as i could to fraud departments at bank of america and waited for monday morning. On Monday morning i called and got instruction to put in a XXXX  claim form to their XXXX  department. I went ahead and submitted the document twice once i had made an error on the amount as it was not XXXX and it was XXXX so i submitted a new document with the corrected amount. I also asked for them to freeze XXXX  payments via that account just in case which was done. Shortly after I received XXXX emails on the XXXX from the XXXX  department XXXX confusingly saying they do not do claims for personal accounts ( i had given a business account number ) but then the next day XX/XX/XXXX they corrected themselves and said Hey actually we found the business accoutn listed and said they would file the claim. A few days go by and i see that they put the freeze for XXXX  on my account so I believe things are moving along. XX/XX/XXXX i reach out again to see if things are moving along as i have no received any information from bank of america about the claim. XX/XX/XXXX comes along and now i am worried so i call to find out there is no claim on file in my account at all. Bank of America does not have a direct way to contact XXXX  and only the small business department works as a liason to talk to them. Even the worker from the XXXX XXXX department is appalled that they do not have any information about the claim. They let me know at that moment they can not find a claim and ask me to forward the email immediately which i do. XX/XX/XXXX i finally get a claim number from the small business department and i email my information and form again to XXXX claims and sbachoutgoingloi which i was told to email my form again to so they can try to rush this claim as they have somehow not submitted this claim. On XX/XX/XXXX i receive a secure message from bank of america saying i need to send another copy of the form immediately with a signature and to do it immediately. they only provide the same email for XXXX  forms so I email it the same moment i receive the email. I then send another copy of the same email as i have not heard from XXXX forms for 5 days on XX/XX/XXXX.... 
Due to holiday i call in on XX/XX/XXXX to check on status of claim only to find out i am not held liable with no explanation given. They try to connect to XXXX  to get information but are unable to connect with them ( this part actually happened a few times ). 

So with no option they try to connect me with their " billing '' department i stay on the line for about XXXX hours but have not had anyone pick up I am writing this still waiting for them to pick up. They billing department is now also apalled and reopened this claim and requested actual follow up as they cant believe how the claim was handled and also submitted a complaint on their side. 

in the attachments ( image of the fraudulent charge on my account and me trying to move money out of the account afterwards to keep it from happening again ) email from XXXX i sent to abuse at bank of america so they would know of this fraudulent charge email on XXXX after i was finally able to get someone on the phone to XXXX  forms. 
their auto email that was received after i emailed them their follow up emails XXXX received saying this was not a business and then their follow up tot that saying they found the business and would file the claim with my subsequent emails asking for updates. 
my subsequent forwarding of the messages to the XXXX emails they asked me to send the form to another email to XXXX  forms with the form again submitting another forms to ach forms with a signature attached per their request.

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