Consumer complaint received 2019-09-25
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
From the Florida Attorney General 's Office Florida Attorney General XXXX XXXX received your email regarding Bank of America. Attorney General XXXX asked that I respond. 

We appreciate hearing from you, and I am sorry for your difficulties. I am forwarding your correspondence directly to Bank of America for review and to ensure the bank is aware of your situation. We are asking Bank of America to contact you and our office on the outcome of its review. 

Additionally, you may also wish to contact the Consumer Financial Protection Bureau ( CFPB ), the federal agency that reviews concerns involving financial institutions, credit accounts and consumer financial products. You may contact the CFPB at ( XXXX ) XXXX or online at http : //www.consumerfinance.gov/complaint/. 

Finally, because our office is not at liberty to give legal guidance to individual consumers, if you need legal guidance, please consult a private attorney. The Florida Bar offers a Lawyer Referral Service toll-free at ( XXXX ) XXXX or online at XXXX XXXX XXXX. 

Thank you for contacting Attorney General XXXX XXXX Office. I hope this proves helpful. 

Sincerely, XXXX XXXX Office of Citizen Services Florida Attorney General 's Office XXXX, XXXX XXXX XXXX, Florida XXXX Phone : ( XXXX ) XXXX Website : XXXX : XXXX INTERNET MESSAGE RECEIVED BY THE ATTORNEY GENERAL 'S OFFICE ON XX/XX/XXXX XXXX XXXX. XXXX XXXX XXXX XXXX XXXX XXXX . 
XXXX, FL XXXX Phone : ( XXXX ) XXXX Email : XXXX RE : The Bank of America XXXX XXXX. XXXX XXXX XXXX XXXX, FL XXXX Phone : ( XXXX ) XXXX Website : https : //locators.bankofamerica.com/fl/newportrichey/financial-centers-new-port-richey-10338.html Subject : Bank Fraud Date : XX/XX/XXXX Subject : Bank of America . ( Bank Fraud ) XXXX XXXX XXXX, Florida, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX . 
XXXX, Fl. XXXX Case # XX/XX/XXXX-XXXX First theft, Date XX/XX/XXXX Card # XXXX XXXX XXXX XXXX Second and third Fraud XX/XX/XXXX, Virginia, XX/XX/XXXX Mass. 

We, on the first time, went to the bank here in Florida and notified them that someone got into our account and acquired some money. 
The bank replaced the money and then cut up our cards and issued new ones with new Acc. numbers, without a problem of what had occurred. 
Thinking back of that evening before the beginnings for these transactions, a pick up truck was at the ATM machine and was there for some time and might have been attaching a skimmer to the machine. Just an afterthought now. 

At that time we didnt think of it or we would have never made our transaction. 
The second time is when we were in Virginia. We found that 2 separate withdrawals of, {$990.00} and another one of {$490.00} was attempting to get our money from our account. 
That day we went to the bank in Virginia about this and they gave us new cards and replaced / stoped the three attempts to get our money. 
That is, if the people already got the money. 
They didnt blink an eye about issuing new account numbers. 

Then while we were in XXXX, Mass. when we found another attempt of the same three amounts as the last attempts. 
We went to the bank in XXXX, Mass. and notified them that the same transactions were again attempting to get our money from our account. 
Again they gave us new cards and new numbers. 
Sense then theyre saying that WE gave permission for the transaction to go through. Now, theyre refusing to replace the moneys that were stolen. We have no knowledge of who attacked our account or how they got the information that they needed. 

One of the agents of the bank, would think that after the first two attempts that were replaced as fraud, they would suspect that something was wrong with these transactions again and ask questions from us. 

The bank never called our phone number that is associated with our account. 
They never did at any time. 

We did bring our laptop to XXXX and they asked. They did find malware but couldnt determine if this was causing help for the stolen moneys. 

Up until the first incident at The Bank of America in Florida, we never had any banking problems with them or any other bank, ever. 

From what I have heard that there is a program called, XXXX,??? 
And if weve heard right, anyone can make it look like anyone could have OKed the transaction. 

We also got a lawyer to help with our problem. 
He was unable to talk with the bank without our OK. 
Our lawyer sent the bank a registered letter to have a three way talk to have us give permission to talk with our lawyer about our problem with the bank. 
The bank did not respond to our lawyers request. 


On XX/XX/XXXX, at XXXX XXXX, XXXX XXXX XXXX wrote : I just received the card establishing that Bank of America received the certified letter so hopefully they respond shortly. 
Even then they never responded. 


If we wanted these transactions to go through, we wouldnt have gone to the banks to stop the first and second transactions at the beginning of these transactions. 
Not to mention we do not buy or pay anything through the Bank of America. 
This, I would think that something isnt right. 6 Especially after what has been going on with our account with the past attempts. 

We only use this account for when we need cash and especially while traveling, not for any purchases. 

When we do make our credit purchases, they are done through a credit card and paid through XXXX XXXX XXXX XXXX XXXX XXXX and never through Bank of America. 

This has been going on for over a year now. 

Thank you Mr & Mrs XXXX XXXX XXXX XXXX XXXX XXXXErr

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