Consumer complaint received 2025-03-16 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA

Complaint narrative:
On XX/XX/XXXX, I mistakenly made a XXXX transaction in the amount of {$250.00} through my bank ( Bank of America ) to a wrong phone number XXXX XXXX instead of sending it my friends number. I did not realize the error until XX/XX/XXXX when my friend told me that she never got the money. I immediately contacted Bank of America on XX/XX/XXXX to report the error and filed a claim for help to reverse the transaction. A claim was filed via phone and I was told it may take up to 3 weeks to process. I was also told to contact the person to try fo get my money back. 

I called the person severally but the person did not pick my calls. I also texted the person and pleaded for my money to be returned back to my account but the person totally ignored me. I did this for several days but the person continued to ignore my calls and messages and only responded XXXX when I mentioned that I have reported the case to my bank and police and the transaction is being investigated. I told the person to report the transaction to his/her bank and request for the bank to return the money back to my account but the person ignored my messages and have not returned the money to date. 

On XX/XX/XXXX and XX/XX/XXXX, I received denial letters from Bank of America stating that my claim was denied because they followed my instruction to send the money to the number and they can not reverse the transaction or help to get the money back. Unfortunately, I lost the money and felt so helpless and violated. 

On XX/XX/XXXX, I filed a complaint with the Consumer Financial Protection Bureau ( Claim # XXXX ) about the incident and Bank of Americas refusal to refund my money. On XX/XX/XXXX, the bank sent me a denial letter again claiming they tried to contact the scammer but were unable to reverse the payment. On XX/XX/XXXX, I also received a phone call from a Bank of America representative who told me that she was responding to my CFPB complaint and that the bank will not reverse my funds because the fraudster who was also a Bank of America account owner refused to give permission for the money to be reversed. With this new information, I went back to look at the XXXX transaction receipt from XX/XX/XXXX and was able to retrieve the name of the fraudster- XXXX XXXX XXXX. I decided to report the incident to the police pn XX/XX/XXXX. 

On XX/XX/XXXX, I submitted copies of the police report, the text message conversations with the fraudster, XXXX transaction receipt from XX/XX/XXXX that I am disputing, and XXXX receipt that I sent to my friend on XX/XX/XXXX to make up for the money that I mistakenly sent to XXXX on XX/XX/XXXX as evidence to support my claim and requested that my claim be reviewed further. I did not get any response back. 

I called the Bank of America Rep that was assigned to me about my CFPB claim severally after sending the supporting evidence her phone always went into voicemail. I also called the banks customer - service number on XX/XX/XXXX and I was told by a Rep that my new submissions will not be reviewed because they have already made a final decision on my claim. Another Rep also called me back on XX/XX/XXXX afterwards to reaffirm that the bank will not review my evidence submission and that their decision was final. 

By refusing to review the evidence submission, the bank is certainly protecting and enabling a scammer to get away with a crime. I would like to request again that the bank review my claim to resolve this issue and reverse the XXXX transaction and refund my money.

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