Consumer complaint received 2026-04-15 00:00:00
Product: Money transfer, virtual currency, or money service — Money order, traveler's check or cashier's check
Issue: Fraud or scam — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX

Complaint narrative:
b'The timeline below is more than XXXX XXXX of data.\n\nI obtained a XXXX cashiers check from XXXX XXXX and mailed it to XXXX. The check was misdelivered by XXXX and was intercepted and deposited by an unrelated third party into their own Bank of America account. Bank of America accepted the deposit and is now in possession of the physical check. Chase opened a fraud investigation immediately and formally notified Bank of America, which triggered Bank of Americas statutory obligation to open a corresponding investigation and provide a case number within 30 calendar days. It has now been XXXX days, and Bank of America has refused to provide a case number, refused to confirm in writing that an investigation exists, and has stated by phone that the matter is solely XXXX responsibility. That is incorrect under the law because Bank of America accepted, processed, and now holds the check. Their refusal to acknowledge or document an investigation is preventing recovery of the funds.XXXX XXXX acquired a XXXX XXXX XXXX for XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX requested, verbally, three times for signed return receipt. The XXXX employee insisted that was included in XXXX Priority Mail Express.\nTRACKING NOXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX envelope addressed to XXXX XXXX Management delivered to an unknown address.\nNo signature was requested by XXXX. No return receipt would arrive.\nThe check was endorsed by XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX fraudulently (by law or regulation, not with the intent to commit fraud) deposited the check to account numberXXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXXBank of America accepted the deposit as a mistake. No laws or regulations were broken.\n\tBank of America placed a hold on the check pending verification of authorization.XXXXAwaited confirmation from XXXX XXXX XXXX (hereafter XXXXAwaited confirmation from Kuttin .XXXX XXXX inquired to XXXX, who are an agent of XXXX, by telephone, whether XXXX had received the check. She spoke to XXXX XXXX XXXX XXXX, who had not received the Cashiers Check for the amount of XXXX. A summary description of that conversation appears below, in contextXXXX XXXX appeared in person at the branch of XXXX XXXX and obtained a copy (attached) of the front and back of the Cashiers Check, showing the Payee and the endorsement, as described aboveXXXX XXXX called XXXX XXXX XXXXt in XXXX XXXX, and requested a return of the check. That day XXXX XXXX spoke directly to XXXX XXXX XXXX XXXX XXXX XXXX XXXX was not aware of the situation and offered to follow up.\nNOTE: Mr. and XXXX XXXX XXXX XXXX XXXX XXXX explanation of a mistake and that they did not intend to commit fraud. XXXX XXXX XXXX has been cooperative in resolving this matter, and XXXX XXXX XXXX XXXX are pleased with their cooperation.XXXX XXXX was notified by Bank of America that the claim would have to be pursued through XXXX Bank. This information was relayed to XXXX XXXX after EOB on 0XXXX XXXX appeared in person at the branch of XXXX Bank and met with XXXX XXXX XXXX XXXXtAt the outset of the meeting, XXXX XXXX presented the facts above to XXXX XXXX XXXX XXXX further instructed and demanded:\n\tBecause the endorsement was unauthorized, the bank remains liable for the funds. We need immediate reissue or a same-day wire to the intended payee.XXXX XXXX replied that an investigation would be initiated through established channels of Chase Bank. XXXX XXXX instructed and demanded:\n\tThe investigation can proceed separately. Right now, the bank must replace the funds because the check was not properly negotiated. We need the replacement instrument today.XXXX XXXX replied that XXXX XXXX policy prohibited the demanded transaction for any amount exceeding XXXX XXXX XXXX instructed and demanded:\n\tInvestigations happen after the bank makes the payee whole. A cashiers check is the banks own obligation. When its mis negotiated, the bank must replace the funds immediately.\nNOTE: The quotes above are exact and spoken from a written script.XXXX XXXX replied that the policy of XXXX Bank did not allow the replacement of funds, or any other resolution, and that replacement or resolution would require issuance by Bank of America.\nAfter much discussion, XXXX XXXX filed a Fraud Claim to XXXX Bank per the XXXX Bank policy of use of their proprietary communication system (computer network). The Claim was assigned identification number XXXX XXXX officially requested that XXXX Bank accelerate the investigation due to the time sensitivity of the payment to Ameriprise.XXXX XXXX further informed XXXX XXXX that he would need to take the following steps (with the aid of XXXX XXXX, where noted):\n\tComplete a form titled Declaration of Unauthorized Endorsement or Altered Item.\n\tUsing a XXXX Overnight envelope provided at the expense (not incurred, see below) of XXXX XXXX, send the paper form to XXXX XXXX XXXX XXXXtNOTE: The address was a mistake on the part of XXXX XXXX and should have been directed to XXXX XXXX XXXX; additional details below.XXXX was to complete their section of the Declaration of Unauthorized Endorsement or Altered Item and return it to XXXX XXXX XXXX XXXX in a XXXX Overnight envelope for inclusion with the document, for the purpose of returning the completed and signed document.\XXXX XXXX was to return to XXXX XXXX with the signed document, which Chase Bank would fax to the XXXX Bank Fraud DepartmentXXXX XXXX XXXX XXXX XXXX to call the XXXX Bank Fraud Department directly aXXXX XXXX XXXX\nto inquire as to whether there were alternative means to transmit the document to Chase Bank Fraud Department. XXXX XXXX spoke to XXXX (no last name requested nor provided) at the XXXX Bank Fraud Department to inquire whether the document would be accepted in an email as a scanned PDF, or through a secure online portal. XXXX insisted that the document must be faxed to the Chase Fraud Department. \n\tAfter returning home from the Bank, XXXX XXXXXXXX by was informed by XXXX XXXX of his mistake in the designation of the addressee. XXXX XXXX was informed of his mistake after Close of Business on XXXX XXXX XXXX closedXXXX XXXX returned to XXXX Bank and spoke to XXXX XXXX and explained the mistake regarding the recipient of the form and label. XXXX XXXX provided corrected mailing labels at the expense of XXXX XXXX XXXX placed the XXXX Overnight envelope containing the Declaration of Unauthorized Endorsement or Altered Item as completed by XXXX XXXX XXXX XXXX into the hands of a XXXX Branch Manager, who promptly placed the envelope in transit, Tracking/ReferenceXXXXAwaited responseXXXXAwaited response.XXXX XXXX confirmed receipt of the document with XXXX XXXX, by telephone, confirmed that she had completed the document, placed the document in the XXXX return envelope provided which was addressed to XXXX XXXX XXXX XXXX and that XXXX had picked up the envelope from their office. XXXX XXXXs added to the Declaration of Unauthorized Endorsement or Altered Item the following Information provided by Payee (the person that the check was made payable to):\n\tI am the Administrative Assistant at the XXXX XXXX for (inserted) XXXX (end of insertion) XXXX XXXX XXXX XXXX XXXX contacted us on XXXX to see if we received the mailed check. We had not, so I checked tracking & it delivered. I checked with everyone here, all suites in the building & with mail carrier to no avail. XXXX XXXX XXXX did not get a deposit. I told XXXX XXXX & she checked with her bank to see if it had been deposited by another party. The company is unknown to me and has nothing to do with anyone at XXXX XXXX XXXX, and is a completely unrelated entity to XXXX.\n\tSigned by XXXX XXXX XXXX XXXX and dated XXXXtNo package from XXXX XXXX XXXX arrived to XXXX XXXX XXXX XXXX. They proceeded to track the envelope and found it was at a XXXX facility in XXXX XXXX the same city in which XXXX is located.XXXX XXXX XXXX placed a note on the front and back entrances of her home directing the XXXX delivery person on how to hand the envelope to XXXX XXXX That was a XXXX XXXX XXXX XXXX expected delivery by XXXX. Tracking indicated the envelope was still at XXXX in Arlington.XXXX Tracked package. It was marked as being in XXXX XXXX XXXX XXXX contacted XXXX via phone, but XXXX was unable to start an investigation. XXXX XXXX contacted XXXX via phone, but XXXX was unable to start an investigation.XXXXtTracked package. It was marked as being in XXXX, XXXXTracked package. It was marked as being in XXXX, but not out for delivery. XXXX XXXX initiated a copy of the Declaration of Unauthorized Endorsement or Altered Item in XXXX, an electronic document and signature verification system in which documents are accessed through a secure online portal.XXXX XXXX completed the electronically signed document, and XXXX XXXX was notified electronically that it was fully signed and accessible.XXXX XXXX returned to XXXX Bank and inquired to various employees, including bank teller Patience (last name not recorded), and XXXX. XXXX, whether XXXX would accept an electronically signed document. Both parties were unsure. XXXX XXXX concluded that XXXX Bank would not accept an electronically signed document, nor a PDF of such a document. XXXX XXXX departed.XXXX XXXX returned to XXXX Bank and presented a printed, electronically signed copy of the Declaration of Unauthorized Endorsement or Altered Item, to teller XXXX XXXX XXXX XXXX who, at the direction of XXXX XXXX, who was unaware that it was a printed, electronically signed document; and whom XXXX XXXX asked to fax to\XXXX Fraud Department at XXXX XXXX included a cover letter requesting immediate processing of the document, and confirmation of receipt of the fax. XXXX XXXX XXXX XXXX sent the fax via eFax on her cell phone.XXXX Bank Fraud Department provided no confirmation.XXXX XXXX XXXX XXXX XXXX, XXXX delivered the original, properly and personally signed document to XXXX XXXX XXXX XXXX XXXX returned to XXXX Bank, where XXXX XXXX XXXX XXXX faxed the most recent document to the XXXX Bank Fraud Department, with a similar cover letter, requesting immediate confirmation of receipt of the document by telephone or email. The personally signed document contained the same text cited above on XXXX. No confirmation was received from XXXX Bank Fraud Department.XXXXAwaited response.XXXX XXXX called the XXXX Fraud Department directly, on cell phone, atXXXX XXXX XXXX XXXX spoke to a man who identified himself as XXXX (no last name requested nor provided). Sameer asserted that Chase Fraud Department could not process the document because they had not received it, through a proprietary online document filing system, from the staff that received the fax at XXXX; that they were an independent department of XXXX Bank, the independent department responsible was to scan and post the received fax to the proprietary system, and that his department would not, or perhaps could not by XXXX Bank policy, contact the separate department.\n\tSameer advised XXXX XXXX to send a scanned copy of the document to the email address\XXXX advised XXXX XXXX that it would be XXXX XXXX days before the email was reviewed, and another XXXX XXXX days to respond. XXXX XXXX requested XXXX to intervene and accelerate the process. XXXX declined. As of this writing, on 0XXXX no receipt has appeared in XXXX XXXX email inbox, nor deleted folder, nor spam folder.\XXXX XXXX requested, and XXXX complied, to speak to his manager. A woman who identified herself as Mia (no last name requested nor provided) reiterated that the faxed document would have arrived at the Scanning Department and that Chase Fraud Department would not, or could not act on the document, until it was available in the proprietary online secure portal.\XXXX XXXX returned to Chase Bank, where XXXX XXXX was unavailable due to a day-long meeting with her supervisor. Patience, a Chase employee, informed XXXX XXXX XXXX XXXX XXXX could not be interrupted in any manner whatsoever during the meeting; that she could not answer her phone, she could not answer emails, she could not receive a written note, she and her supervisor could not and would not be interrupted by any method whatsoever, for any reason whatsoever. The supervisor commanded the uncontroverted attention of XXXX XXXXPatience requested her supervisor, who identified herself as XXXX (no last name requested nor provided), to assist XXXX XXXX in transmitting the document once again to the Scanning Department. XXXX transmitted the same document that had been transmitted on XXXX, and promised to expedite the issue through official channels, and made no guarantee that her request would be honored.\XXXXtThis timeline was recorded by XXXX XXXX XXXX XXXX XXXX XXXX. I affirm all events herein, to the best of my recollection, and I will testify to the accounts and events recorded here, under any circumstances, including but not limited to oath under penalty of perjury.\XXXXThere remains no confirmation from XXXX of receipt of the emaiXXXXtSent a follow-up email with the identical information cited above to the Chase Bank Executive OfficeXXXX XXXX XXXX XXXX received confirmation of receipt of the letter to Chase Bank Court Orders and XXXX Department. To date of this writinXXXX XXXX XXXX XXXX XXXX XXXX XXXXave not received a response to that letter.XXXX XXXX received a telephone call from Jusin (no last name given nor requested) at the Executive Office of Chase Bank, verifying receipt of the email.\XXXX XXXX called Justin at XXXX XXXX XXXX XXXX XXXX. XXXX confirmed that the email was properly sent to and received by the Executive Office of Chase Bank, and that he would forward the email to the Investigation Department. Justin stated that the Investigation Department would issue a notice to Bank of America allowing XXXX calendar days (the maximum allowed by statute) to respond to the claim and restore the funds misappropriated by Bank of America.\n\XXXX provided case number XXXX XXXX XXXX. XXXX also stated that a formal collection notice had been sent to Bank of America on XXXX and that by statute they were required to respond within XXXX calendar daysXXXX XXXX XXXX XXXX received confirmation of receipt of the letter to XXXX Bank Customer Disputes Notices of Error Department. As of this writing XXXX no response has been received.XXXX XXXX called XXXX to verify that the process was underway. XXXX confirmed that XXXX Bank was still waiting for a response from Bank of America.\n\tThat same day XXXX XXXX XXXX XXXX sent a letter via XXXX to the Bank of America Executive Office demanding that Bank of America respond within XXXX business days with a case number, and an explanation of why the funds had not been returned. That letter is attached.\XXXX confirmed delivery of the letterXXXX XXXX received a voice mail, and XXXX XXXX XXXX XXXXXXXX received an email from XXXX XXXX at the Executive Office of Bank of America askinXXXX XXXX XXXX XXXXturn her call, stating that the matter was private and could not be discussed in voicemail or emailXXXX XXXX XXXX XXXX spoke on the telephone with XXXX XXXX at the Executive Office of Bank of America. On a recorded line, XXXX XXXX made the following assertions:\n1.\tBank of America has no access to records of the cashiers check.\n2.\tBank of America is not responsible for accepting deposit of the check.\n3.\XXXX Bank is responsible for restoration of the funds.\n4.\tBank of America cannot put her assertions into writing because XXXX Bank is solely responsible for the conclusion of the investigation and restoration of funds. XXXX XXXXXXXX insisted that Bank of America cannot send a letter to us regarding points 1, 2, and 3 above because the matter was in the hands of XXXX XXXX XXXX XXXXy stated that Bank of America was fully within their rights and responsibilities to provide its claims in writing. XXXX XXXX refused to acknowledge his statement.\XXXX XXXX XXXX XXXX contacted Justin at the XXXX Bank Executive Office, who stated that he would inquire with the Investigation Department within the next business day regarding whether a response had been received from Bank of America.\n\XXXX reiterated that XXXX has no control over Bank of Americas response.\XXXX stated that the matter may still be under investigation by XXXX Bank Investigation Department. XXXX correctly stated that the response deadline for Bank of America is XXXX XXXX XXXX XXXX calendar days from the issuance by the inquiry by the Investigation Department.XXXXXXXX followed up with XXXX XXXXy by telephone and reported he had no new information to report. XXXX said he reengaged with the Investigation Department regarding the issue.\nXXXX XXXX called XXXX to follow-up. He says he spoke to the Investigation Department and they have no updates, and no communication back from BofA. \tThis timeline was updated bXXXX XXXX XXXX XXXX XXXX XXXX XXXX I affirm all events herein, to the best of my recollection, and I will testify to the accounts and events recorded here under any circumstances, including but not limited to oath under penalty of perjury.XXXX XXXX XXXX was contacted by BofA who stated they cannot confirm nor deny they have received a complaint from XXXX Bank, and cannot, or will not, put that in writing. According to Bank of America, this call was also recorded.'

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