Money transfer, virtual currency, or money service -- Lost or stolen money order -- Complaint #7897354
Complaint Overview
Complaint ID: 7897354
Company: Bank Of America, National Association
Product: Money transfer, virtual currency, or money service
Sub-Product: Money order, traveler's check or cashier's check
Issue: Lost or stolen money order
State: Washington
ZIP Code: 986XX
Date Received: 2023-11-23T12:00:00-05:00
Date Sent to Company: 2023-11-23T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I deposited XXXX XXXX XXXX money orders totally {$2100.00} into a bank of America ATM on XX/XX/2023. They rejected this money order and sent me a letter a few days later indicating they would return my money order. They never returned it so I went to my branch in XXXX XXXX, XXXX, WA to ask for help. They gave me a number to call and after a long time on the phone someone told me they would send me the money orders back but they never came. I was getting nervous because I was leaving the country for a month so I filled out some paperwork to allow them to send the money order directly to my bank branch so they could deposit it while I was out of the country. They never sent it back. When I returned home I went to my branch and they had received printed copies of the money orders, but not the originals. I called the number again and their representative told me the bank should be able to cash the money orders based on the images they sent. I went back to the bank and they couldn't cash them because the dollar amounts had been blacked out on the photocopies. After multiple frustrating phone calls ( where people around the country assured me they had resolved it ), someone at my branch suggested I have the money orders cancelled. The people who gave me the money orders had luckily kept the receipts, but when they went to cancel them, they found they had been cashed on XX/XX/XXXX, while they were in Bank of America 's custody. I called the number again and again trying to seek resolution. I asked to file a claim and they refused to put me in contact with the claims department. I found the department using the AI tool on my banking app and filed a claim. Bank of America credited my account with {$2100.00} while they were reviewing it but they rejected my claim and never gave me a reason. I called the claims department and expressed my frustration, asking for an explanation of how the money orders could have been cashed while in their custody. Even though they could have easily called XXXX XXXX and entered the money order numbers to check this themselves I faxed them copies of the receipts with all the relevant dates. After a few days they sent me a letter saying they had rejected my claim, providing no explanation. I called the complaints department again yesterday and they purposefully obfuscated. Their representative kept repeating, " We recommend that you cancel the checks '' even after I explained that their institution had cashed them already. I've spent many hours on this and it seems very clear : Bank of America stole {$2100.00} from me. My interactions with their representatives have led me to believe that they have an intentional policy not helping their customers.
Frequently Asked Questions
What is Complaint #7897354 about?
Complaint #7897354 was filed against Bank Of America, National Association regarding Money transfer, virtual currency, or money service specifically about Lost or stolen money order. It was received by the CFPB on 2023-11-23T12:00:00-05:00.
How did Bank Of America, National Association respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Money transfer, virtual currency, or money service) and describe your issue in detail.
Can I see other complaints against Bank Of America, National Association?
Yes, visit the Bank Of America, National Association company profile at readthecomplaint.com/company/bank-of-america-national-association to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.