Consumer complaint received 2024-06-13 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: CA

Complaint narrative:
Email sent to the head of client care at Bank of America Sent : Wednesday, XX/XX/year> XXXX XXXX  To : XXXX Cc : XXXX ; XXXX XXXX at XXXX Subject : {$40000.00} stolen by inadequate handling by Bank of America Dear XXXX XXXX , please confirm you received this email Enclosed is the letter I received today about my Bank of America XXXX XXXX. I am furious. I am one of the many Bank of America small businesses, been with you since the XXXX. I have never been treated so poorly on the handling of claim XXXX. I was promised the adjustor would call, but the adjusted did not call me. Every time I called the Bank Fraud line I was told it would take 60 to 90 days and no one knew anything. Who is the investigator XXXX XXXX, fire him immediately, please. My claim was handled improperly, and you need to address it with XXXX XXXX. 

Here are facts about how Bank of America improperly handled its relationship with XXXX XXXX. 

On XX/XX/year>, we set up a 3-day transfer for {$40000.00} to our sub-contractor XXXX XXXX XXXX to what we found out was a FRAUD XXXX XXXX XXXX  account company The night of XX/XX/year>, was the Nite the 3-day transfer was to be transferred. 
The morning of XX/XX/year>, I realized it was a fraud transfer and dealt with it immediately by calling Bank of America and filing a claim with BofA Also, when I called in the morning of XX/XX/year>, and It took two hours to try to get ahold of the BofA fraud department. 
I then talked to a BofA employee who didnt know how to file a claim form and what to do, I asked to escalate it to her supervisor, and XXXX took over the call. 
XXXX filled out the claim, we discussed the trace number and that there would be a communication with XXXX XXXX XXXX  I was also told by Bank of America that all transactions this large will be accompanied by a phone call to confirm I tried to call XXXX XXXX but they would not help me and said I needed to contact Bank of America I filed a police report and XXXX XXXX and the officer called to see if he could help ( see enclosed ) When I called Bank of America on XX/XX/year>, I was told that the Friday transfers were already sent out and XXXX XXXX  was still pending, great news We were coming into a 3-day holiday weekend, so the transfer would not clear until banks opened on Tuesday, so Bank of America had plenty of time to call XXXX XXXX and try to put a hold on the check Someone at Bank of America said that it was a wrong Routing Number and would most likely be returned I sent XXXX XXXX several feedback through the Bank of America website , ( yes thats you ), but no response I was told the forms would be mailed and take 5 days, I complained, I then received one by email morning of XX/XX/year> I then had to sign a letter that the Bank of America was only giving a voluntary accommodation, what does that mean to XXXX XXXX XXXX  For the next 15 days I called ( not 60 to 90 days ) and called for an update, yesterday I called again for an update, and today I received the enclosed Dear XXXX XXXX  XXXX 

I can go on but I am disturbed by the way Bank of America helped the Crooks steal {$40000.00} from right under their nose. Bank of America knew it was a fraud and did not do anything to help. I do not believe that Bank of America had any intent to help in the matter or they were so disorganized they lost control. I need these funds back. 

I am requesting a phone call from XXXX to tell me why XXXX XXXX was treated so poorly and I want answers where the money was sent, to what account, to what business, to what bank, to what city. I need this information now. I am guessing you think that $ XXXX is nothing but it is a lot to us and my employees. I deserve a call back from a high-level Bank of America personnel , I do not need to hear we dont know anything about your claim, or we are sorry we tried. 

Bank of America failed, they need to be responsible, and customer care needs to care. 
XXXX, Please call immediately Sincerely,

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