Consumer complaint received 2025-02-20 00:00:00
Product: Prepaid card — Government benefit card
Issue: Problem with a purchase or transfer — Card company isn't resolving a dispute about a purchase or transfer
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
I contacted Bank of America several times about a fraudulent bank transfer. The first time they marked my claim as user error, but I called about a fraudulent transaction. They should have been able to suspend the transaction as it was before business hours on a Monday morning. After they sent the first letter denying my claim stating I input the information wrong I had to call back because the claim should have been filed as Fraud. Ive had to go back and forth with them several times and I have repeatedly requested back up documentation showing that the money was transferred to my account, which they have yet to provide. They are not completing any type of real investigation and none of the supervisors have access to phones for me to discuss this with. I find that incredibly hard to believe that a manager/supervisor works with no communication to the team. Each time they " respond and resolve '' it is the same thing. A SINGLE page that says " You authorized this '' They are doing absolutely no investigating. I am trying to look into who I can contact to investigate Bank of America for their fraudulent practices. They are nothing but a bunch of Crooked people who steal from people who relied on their XXXX payments while they were off work. It is apparent as to why XXXX switched to another Vendor. I wonder how many other people have had their XXXX benefits stolen from them by Bank of America. They sent the same thing they have been sending for the last year. They refuse to take responsibility for mishandling the claim. I did not authorize, approve, ask, send, talk with anyone at all about doing a transfer of {$1100.00}. The MINUTE I saw the email that my routing information changed I got on the phone with Bank of America. Now they messed up how they handled my initial complaint. They said it was user Error, but it was FRAUD. I never gave anyone authorization, I did not and DO NOT approve the transfer. Someone whom I have NO idea who they are transferred my XXXX money and Bank of America aided them in the transfer. I really need to know next steps of who I need to contact to have Bank of America held responsible for this cyber theft. I will be re-issuing this complaint and will continue to do so until Bank of America returns my stolen money. I need to know who I contact to press charges against Bank of America. They need to be held accountable for their cyber theft and aiding criminals. Apparently this is a repeat of what happened during XXXXovid with the Federal Funds that were being sent to people who were laid off due to XXXX in XXXX. Sounds like this is common practice for Bank of America. I am glad XXXX finally switched Banking institutions, they must have had several complaints like mine where B of A stole their money by allowing people to access the funds without gaining confirmation that they were the actual XXXX. 
Any authentication codes would be sent to my cell phone. An authentication code was not sent to my cell phone. This same issue happened with Bank of America during Covid. There are multiple news reports regarding this. I have spoken with other people here in California who received XXXX benefits and this same issue happened with them. I expect Bank of America to furnish undisputable proof that I request, initiated and authorized this transfer. They will not be able to provide this. I do not have an email with an " authorization code ''. All of that information always goes to my cell phone because of the amount of cyber theft out there. This had to have been done internally by someone at Bank of America, why else would they continually back track in their statements? Why would they not have handled my claim as Fraud from the beginning? That is how I reported it.

I need to know the next step to take. Who do I report Bank of America to besides the CFPB? Shall I just contact a Class Action Attorney?

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