Consumer complaint received 2024-07-18 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: MO

Complaint narrative:
Written Correspondence from our company XXXX XXXX  On XX/XX/XXXX, XXXX XXXX XXXX XXXX sent a check to XXXX XXXX via online pay bill. 
On XX/XX/XXXX, XXXX XXXX received an e-mail from XXXX at XXXX XXXX titled Past Due Invoice # XXXX. We immediately wrote to XXXX and sent him a copy of the check number XXXX that was mailed from Bank of America XXXX XXXX XXXX for receipt by XX/XX/XXXX, in the amount of {$420.00}. 
On XX/XX/XXXX, XXXX asked us to ask Bank of America who deposited/endorsed check XXXX because he did not have any record of this check and it was not deposited by him. We filled out an inquiry with Bank of America that was paid to XXXX XXXX which was made through online banking bill pay. We wrote back to XXXX to let him know Bank of America would be contacting him. 
On XX/XX/XXXX, Bank of America wrote to us through the message service in our account and wrote that they were sending XXXX XXXX a copy of check XXXX as requested by XXXX. 
On XX/XX/XXXX, XXXX received an image from Bank of America of the check in question. He wrote that this check was endorsed and deposited by some other person or business and that the signature and the account number did not belong to XXXX XXXX. XXXX contacted Bank of America to give them this information and was told that they would be investigating who deposited the check. 
On XX/XX/XXXX, Bank of America wrote through the messaging service in our account that they were in the process of researching the issue and that they would be in contact in 3-5 business days with an update or resolution. 
On XX/XX/XXXX, Bank of America wrote that they sent XXXX XXXX the required documents to begin the process of recovering our funds. Bank of America asked to allow sufficient time for this process to be complete. They also mentioned that they would send a message through online banking message center as soon as they had more information or a resolution. 
On XX/XX/XXXX, XXXX XXXX wrote to XXXX XXXX to let us know that they received the paperwork from Bank of America and that they filled it out, had it notarized, and mailed it back to Bank of America. 
On XX/XX/XXXX, Bank of America credited our account {$420.00} for a claims processing transaction. 
On XX/XX/XXXX, Bank of America wrote to XXXX XXXX through the online banking message center that they had received the necessary information from XXXX XXXX needed for Bank of America to request the return of the funds. Bank of America mentioned that they were working on having the funds returned to them so they could credit XXXX XXXX account. Again, Bank of America asked for sufficient time for this process to complete. Bank of America wrote that they would send a message through online banking message center as soon as they had more information or a resolution. 
On XX/XX/XXXX, we received a letter dated XX/XX/XXXX, regarding the fraudulent claim. The claim said that Bank of America sent us a claim package which we were supposed to fill out and return to them. In the note it states that the claim was denied and the temporary credit that was issued on XX/XX/XXXX for {$420.00} would be reversed on XX/XX/XXXX. Please see the attached phone call documentation titled Claim # XXXX. We were simultaneously corresponding with Bank of America through the message center and phone calls. 
On XX/XX/XXXX, we reached out to Bank of America regarding the status of the {$420.00} and they stated that they received the necessary information from XXXX XXXX needed for us to request the return of our funds. They mentioned that as of XX/XX/XXXX, their records did not reflect any update from the XXXX XXXX XXXX XXXXXXXX. Bank of America stated that this was the financial institution that negotiated the check in error. Bank of America stated that they had no control over the time it would take them to retrieve the funds and that they can only advise once the funds have been retrieved. Again, they mentioned that they will send a message through online banking. 
On XX/XX/XXXX, we reached out to Bank of America regarding the status of the {$420.00} and they mentioned they will reach out in 3-5 business days with an update or a resolution. 
On XX/XX/XXXX, we received a message from Bank of America regarding the status of the {$420.00} and they stated that the merchant Affidavit was received and submitted for recovery on XX/XX/XXXX. Bank of America XXXX showed the payment continues to be researched by the XXXX XXXX XXXX  XXXX and they have not received any updates. Bank of America stated that any updates on the recovery of the payment would be documented inside the case and a communication would be sent to us. 
Since XX/XX/XXXX, we have written to Bank of America through online banking XXXX times, and we have not received a response back. 
On XX/XX/XXXX, we requested all the documentation that they relied on during the investigation and/or processed, so we are waiting for those documents to be sent to us via XXXX mail XXXX 
On XX/XX/XXXX, we have not received the documentation that they relied on during the investigation and/or processed. 

Claim # XXXX XXXX XXXX Phone Conversations with Bank of America Customer Service and In Person with XXXX XXXX XXXX after receiving letter dated XX/XX/XXXX XX/XX/XXXX - received a letter dated XX/XX/XXXX regarding Fraudulent Claim. The claim stated that Bank of America sent us a claim package which we were supposed to fill out and return to them. In the note it states that the claim was denied and the temporary credit that was issued on XX/XX/XXXX for {$420.00} will be reversed on XX/XX/XXXX. 
XX/XX/XXXX - XXXX Bank of America at XXXX which is the number that is on the letter that states to call for questions regarding the letter/claim. The call went to XXXX in Florida. 
XX/XX/XXXX XXXX in Florida stated that the number I called was not the department that could help me to receive the claim package and he would transfer me to the correct department. 
XX/XX/XXXX This call was transferred to XXXX in Texas. XXXX in Texas told me that he wasnt sure why I was transferred to his department for the claim package and that he would transfer me to the correct department. 
XX/XX/XXXX This call was transferred to XXXX in XXXX. XXXX in XXXX told me he was not able to help me receive the claim package, and he transferred me to XXXX in Arkansas. 
XX/XX/XXXX- XXXX in Arkansas told me she could not help me receive the claim package but she knew who could help me, and told me to call XXXX. 
XX/XX/XXXX When I called XXXX, XXXX in Arkansas told me that she was unable to help me receive the claim package, but she knew who could help me. 
XX/XX/XXXX This call was transferred to XXXX in Maryland who was part of the bill pay department. XXXX stated that the form had been e-mailed to us and I told her we never received it. I requested that she e-mail the claim package again so we could fill it out and send it back. XXXX told me that she would do that, and I waited on the phone with her. When I told her that I didnt receive the e-mail with the claim package, she said it could take a few hours for me to receive it. She told me that once we filled it out, that we should fax it to XXXX. After spending almost XXXX hours of time on the phone talking with XXXX different people employed by Bank of America, I was hopeful that we would receive the claim package. 
XX/XX/XXXX When I arrived at work in the morning, I did not have the claim package nor an e-mail from Bank of America and neither did anyone else in our office. I immediately called Bank of America and spoke with XXXX in Texas. XXXX in Texas told me that the claim package was e-mailed to me a couple weeks ago. When I explained that I did not receive the claim package a couple weeks ago and we also did not receive it yesterday, we discussed having her send us the claim package via snail mail. She told me it could take XXXX weeks to receive it. I thanked her and waited XXXX weeks to receive the claim package in the mail. Our company did not receive this claim package in the mail. 
XX/XX/XXXX I called Bank of America and spoke with XXXX in XXXX. XXXX in XXXX told me that my case was still open and to disregard the letter I received and that I did not need to fill out a claim package. She said that the dispute was being closed on Bank of Americas side but remained open while XXXX XXXX investigated the fraudulent check which was cashed at their bank. She said I will receive the {$420.00} back in my bank account after XXXX XXXX finishes their investigation. I did tell her that Bank of America wrote me back via messages through my account and told me the bank was XXXX XXXX XXXX XXXX. XXXX in XXXX told me if I needed to follow up in the future to call XXXX. 
XX/XX/XXXX I called XXXX to follow up with Bank of America and XXXX from Arkansas answered. She told me that she would connect me with someone who she thought might be able to give me an update on our claim. 
XX/XX/XXXX XXXX transferred me to XXXX. XXXX told me that my claim was closed and that I needed to fill out a claim package to open the claim again. She told me she couldnt send the claim package to me, and she suggested that she make an appointment for me at my local Bank of America ( XXXX XXXX XXXX  ) where we originally opened our business Bank of America account. She made an appointment for me with the business solutions advisor and told me that I need to ask the advisor to call Bank of America at XXXX and ask for the XXXX XXXX and e-mail it to the business solutions advisor while I was at Bank of America. The business solutions advisor should then have me fill it out while in the bank and then the business solutions advisor would then fax it to XXXX while I was still present at the bank. She specifically told me to have the advisor call XXXX. She also apologized repeatedly for my troubles, especially because she could see we have been a Bank of America customer for over 20 years ( personal account ) and since XXXX with our business account. 
XX/XX/XXXX I went to Bank of America located at XXXX XXXX XXXX, XXXX, Missouri, XXXX. XXXX XXXX XXXX is the XXXXXXXX XXXX XXXXXXXX at this branch, and he sat down, and I explained everything from the beginning. He called XXXX and they told him that they needed to transfer him somewhere else because they couldnt help him. XXXX was transferred several times and since it was the end of the day on Friday, he was not able to get anyone to answer his questions. He blocked off the morning of XX/XX/XXXX, for me to come back to his office and see if he could help us with a resolution. 
XX/XX/XXXX I went to Bank of America at XXXX XXXX  in the morning and when I walked in to XXXX XXXX he said he was able to speak with someone at the number XXXX which was the original number on our letter from Bank of America. They told XXXX that Bank of America was waiting to hear bank from the bank where the check was fraudulently cashed. They told him that I did not need to fill out a claim package and that the company where the check was supposed to be sent ( they never received the check ) was sent a claim package and Bank of America received all the necessary information from XXXX XXXX XXXX needed to request the return of our funds, but Bank of America was waiting for the other bank where the check was fraudulently cashed to investigate prior to returning our money. XXXX mentioned the banks name and it was not XXXX XXXX XXXX XXXXXXXX which is what Bank of America wrote to me in my message with them. Prior to leaving XXXX office, he told me that he would follow up next week if this claim was not resolved. 

XX/XX/XXXX I e-mailed XXXX to find out if he was able to find out anything regarding this claim. He told me that he reached out regarding this claim but was told it was still under investigation. 

XX/XX/XXXX I e-mailed XXXX and let him know at this point we think it is highly likely that the other bank is not investigating this case because this has been going on since XXXX. We asked him if he was able to contact the other bank and find out the status of this case. He called me and told me that the case was still under investigation with the other bank and that he was going to reach out to his manager. 

XX/XX/XXXX I e-mailed XXXX this morning but have not heard back from him. 

XX/XX/XXXX I e-mailed XXXX this morning and asked him to call me. I have yet to receive a phone call. 

XX/XX/XXXX We wrote to XXXX XXXX to see if there was someone in Bank of America that would be able to help us retrieve our money. As of XX/XX/XXXX, we have yet to hear from anyone from Bank of America. 

XX/XX/XXXX We didnt hear back from XXXX XXXX so we called him. We mentioned that our money had not been deposited in our account. He said he sent this case to his manager, but his manager is out of town for the week.

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