Consumer complaint received 2023-06-13 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
Dear Sirs. : Consumer Financial Protection Bureau ( CFPB ) As of today, XXXX  months and a week have passed since the day I made the claim ( XX/XX/XXXX ) of XXXX XXXXXXXX transactions made from my accounts that were neither authorized nor approved by me. 
- On XX/XX/XXXX was added XXXX XXXX with XXXX as a XXXX Recipient, and on that same day this person made a XXXX Transactions for XXXX $ and then another one for the same amount on XX/XX/XXXX, all from my XXXX XXXX Account. 
- Then on XX/XX/XXXX, was added XXXX XXXX with XXXX as a XXXX Recipient, and on that same day made a XXXX Transactions for XXXX . from my XXXX XXXX Account. 
- On XX/XX/XXXX, this same person added a new account with the number XXXX as a XXXX Recipient, and then on XX/XX/XXXX, made a XXXX Transaction for XXXX $ and another one on XX/XX/XXXX for the same amount XXXX XXXX From my Savings Account - This last transaction was still on processing according to what I saw when I went into my account that day, but even though I reported the claim, that transactions gone thru and the money was out on my account. 
These five transactions not only did not correspond to regular transactions made by me, but were also made using the maximum limits allowed, limits which I never use and which had been changed by the bank only a few days before these transactions, additionally, these five transactions were made to leave the accounts practically at XXXX and it seems incredible to me that the Bank, after I have had more than six years as a Preferred client with an average monthly balance in accounts above US  {$18000.00}, seems normal to them that I practically withdrew all my XXXX XXXX XXXX without any explanation or notification. 
A year and a half ago more or less, the same bank blocked my account for a similar situation, but in this case they did it with the first transaction they tried to make and for a much smaller amount than the current ones. 
- XX/XX/XXXX Beneficiary : XXXX XXXX email account : XXXX Amount : US {$1200.00} However, on this occasion, not only did they not stop the operations, but they allowed, in just 8 business days, to lose funds for US {$17000.00} that were going to make US {$20000.00} if I, the client, did not become aware of these transactions and suspend all kinds of transfers from my accounts, because this person had already placed the last transaction ( XX/XX/XXXX ) for US {$2000.00} to leave both accounts with a balance of less than US {$1000.00}, but it was not the bank that stopped them. 
This same person tries to made another XXXX transaction on XX/XX/XXXX for US {$2000.00}, but because I did call and cancel all payments for my accounts and change my email associated to the XXXX Transfer, this transaction was stopped and did not go thru, thank God. 
How can I be part of these transactions? If it was me who made the claim and also who stopped the transaction that were still approved to go out. 
I had also the one who made the Claim to the Bank at first, then to the CFPB and then also to the XXXX XXXX XXXX XXXX XXXX XXXX  ) of the XXXX on XX/XX/XXXX I do not understand how this situation of someone gaining access to password and email information can happen to carry out these operations and steal customers ' money, I am just a customer who put their savings in your bank trusting you, who clearly have more tools and knowledge to prevent and stop this type of fraud. 
Since my initial claim, I have requested the information that the Bank must handle, since its response to my claim indicated that the operations were carried out from a computer registered by them from which other operations had been carried out, however, the Bank only has responded indicating or showing a contract that I, as a client, sign or accept regarding operations via XXXX, of which I am not saying that it does not exist or that I have not accepted, but that is not the issue, the situation is that someone managed to impersonate My identity and passwords and they carried out these operations, leaving my accounts with practically no money and it seemed normal to the Bank. To date I have received absolutely none of this requested information : IP of the computer from where the operations were carried out, approval hours, account creations and authorization codes and data of the beneficiaries of the operations. 
The Bank has greater capacities to investigate this type of situation, because they can manage and obtain information on the data used for operations, the hours and times of these operations, location, IP addresses and other elements that can be used to determine if the customer is or is not involved in these transactions, and none of this information has been provided to me, even though it has been requested since the first claim. 
According to the XXXX XXXX XXXX, If someone accesses your account and conducts a XXXX transaction without your knowledge, that is a XXXX Banks are Liable, if a hacker steals money from a Bank, the customer or Clients from the Bank wont lose money since the bank is liable to refund money for fraudulent XXXX Transactions. 
I really appreciate all your good work, but I expecting a better investigation of the case, and not only the response that I had from the bank which was the just clean their hands staying that there is a XXXX contract and nothing else. 
I will not rest on my claim If you do fall victim to a scam via XXXX, you will have to contact your BankXXXX XXXX  Law requires that they reverse the fraudulent transactions. If you are unable to get your bank to help you, you can take legal action, such as joining a XXXXXXXX XXXX lawsuit. 
I have demonstrated and shown everything that I have had that clearly indicates that I was not and have not been a participant in these XXXX transactions and that therefore I expect the Bank to recover and return the money that was fraudulently taken from my Accounts. 
I hope again for a response as soon as possible, with all the information requested and with the money refunded in my accounts. 

Regards, XXXX XXXX XXXX XXXX Preferred Clients of Bank of America

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