Consumer complaint received 2024-11-21 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: VA

Complaint narrative:
On Sunday XX/XX/year>, I made several transfers to XXXX through XXXX, an app that does transfers. The maximum limit per transaction is {$1000.00} so I have to do multiple transactions. I did the first XXXX for {$1000.00} and it went through. I did a second one for {$900.00}, and the app rejected it. I received a text message alert from Bank of America indicating that the transaction had been blocked. I responded back to the text that it wasnt a fraudulent transaction. The {$900.00} was deducted from my account, but not sent. I went into the XXXX app, and sent {$900.00} again, and it went through. When I logged into my Bank of America account, I noticed XXXX transactions - {$1000.00}, {$900.00}, {$900.00} and {$900.00}. And all had deducted from my account and leaving my account with a minimal balance. 
I waited for the operational hours, and called Bank of America immediately. The representative I spoke with mentioned that he could see the XXXX transactions, and the XXXX fraudulent ones would drop back into my account overnight. 
The next day, Monday XX/XX/XXXX, I check my account, and the money had not dropped in. On Tuesday XX/XX/XXXX, the money still had not dropped in, and the XXXX transactions were showing as pending. When I clicked on the XXXX fraudulent transactions, the app indicated that in XXXX business days, the money would drop back into my account, contrary to what the representative had told me XXXX  days ago. 
XXXX XXXX  XX/XX/XXXX, I check my transaction ledger, and the XXXX fraudulent {$900.00} transactions have vanished from the list, and my balance did not change. I called Bank of America, and I was told that it was correct. I explained what was going on, and the lady told me I was mistaken. I went to a Bank of America XXXX XXXX, XXXX  location ) and the XXXX XXXX told me there was nothing she could do. I was given a phone and the Claims department was called. After XXXX mins, I hung up and left. I dialed again, and spoke to someone, who transferred me and I was on hold again for close to an hour. Someone called me from Bank of America, and proceeded to inform me that I was wrong. I reminded him that the representative I spoke with on XXXX XX/XX/XXXX saw the issue, and that notes should be on my account. He said there were no notes, and the employee was wrong. And when I brought up the app indicating a refund in XXXX business days, he said the app was wrong. So the employee was wrong, and the app was wrong, and he was right. I tried to file a claim, and he refused. I had to hang up. 
Thursday XX/XX/XXXX I call, and I cant get in touch with anyone. When I finally do, the gentleman I spoke with yesterday ( XX/XX/XXXX ) had gone in my account and made notes, so the rep said I was mistaken. 
My money is missing, and Bank of America has brushed it aside because they are a conglomerate. I am missing {$1800.00} and XXXX cant do anything about it. Please help

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