Consumer complaint received 2025-02-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
I have been a Bank of America client for more than 10 years, and I am now very concerned about a recent situation. They have sent my funds to the wrong person. 

On Saturday XX/XX/XXXX XXXX at XXXX ( XXXX call ) I spoke to a bank officer on the phone. I was sending an ACH to a recipient at XXXX XXXX, I added the bank XXXX XXXX on my online banking using my laptop and once I clicked on ( pick a bank ) it said ACH sent. Mortgage foreclosure, I did not type an account or routing number, and the wire or ACH was sent? So strangely, I called the bank immediately. I informed them and asked the bank agent what happened and if an ACH was sent to cancel it immediately. She said yes, then she assisted me send the ACH to XXXX XXXX at XXXX XXXX. The person I intended to send to ( my cousin ). They always announce their call will be recorded, I'm sure this is in files. 

Later on Monday, XX/XX/XXXX at XXXX I received a call from Bank of America to authorize the ACH, she told me there is a suspicious of fraud and needed to ask me some questions, I mentioned to her what happened on Saturday, and to make sure we were sending the ACH to XXXX XXXX XXXX XXXX XXXX XXXX we went over the account information, she asked me more than 15 questions such as what was your location, where is it going, what device did you use, etc. I made sure and told her " I am not sending any money to a mortgage account but to XXXX XXXX. The call lasted XXXX. So, after answering all the questions she went ahead and released the funds/ sent the ACH. 

After a couple of days, the recipient did not receive it. I called every day asking if the funds were sent, they told me something different every day. The funds were sent, the funds take up to 3 days. After many hassles and following over the phone with the BOA my cousin failed to receive. I did not know that the bank had sent the money to XXXX XXXX Foreclosure account and not as requested. 

On XX/XX/XXXX I submitted a claim, due to the receiver ( XXXX XXXX ) never receiving the ACH. On Wednesday XX/XX/XXXX I went to the bank and spoke to XXXX XXXX, she called the claim department ( It took us more than two hours ) and the claims department said they were going to credit my account with {$8000.00} by Friday XX/XX/XXXX and if I did not receive it to call XXXX XXXX XXXX. 
It is XX/XX/XXXX and I have not received any credit or my money back. 

XX/XX/XXXX I called the bank, they said they were sending a document to sign to get my money back from XXXX XXXX. Please note, I have signed the letter for the sake of getting this resolved as soon as possible, getting my money back. However, Bank of America committed an error, and sent my money to the wrong person. I at least deserve credit while they are fixing their error. 
The bank failed to submit the cancellation of the ACH generated to mortgage XXXX. Monday, again, the bank failed to submit or cancel and worse send my money to the wrong recipient. 
I have been calling almost every day to the bank and every day is a different story. Unfortunately, the officers are incompetent, show lack of knowledge and experience in the banking system for these types of transactions and are causing me and my recipient damages in my business and relationships. 
The account details to XXXX XXXX submitted as part of a transaction were confirmed over the phone a few times with bank officials and were supposed to have been sent successfully. However, on different days BOA officers mentioned different versions, the transaction was rejected by the recipient bank, and another day that the transaction was sent. 
All of the above points point to Bank of America 's negligence, incompetence, and breach of the electronic funds transfer agreement ( EFTA ) that sent the money to the aforementioned entity without consent. 
Today is XXXX and the bank has not refunded the money. They have committed an error ; they sent it to the wrong account and did not act as instructed. This is causing me hardship, emotional distress, and many issues, including business relationship damage. 

If you need any further information let me know. I'll be happy to assist. 

Best, XXXX XXXX

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 monetary relief