Consumer complaint received 2023-06-04
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
On XX/XX/XXXX, there was a fraudulent XXXX XXXX XXXX Bank of AmericaXXXX to an unknown individual at XXXX PM for the amount of {$1800.00}. Six days later another transaction happened again the exact same way on XX/XX/XXXX this time the emergency wire transfer was for {$990.00}. I contacted XXXX, XXXX had me file a fraud complaint with their department so they could further investigate to confirm what happened. I was instructed to file a claim with Bank of America, because Bank of America was the entity who released the funds. I contacted Bank of America XXXX claims department to file my claims. I filed my claims in XXXX when I first recognized the transaction. The first claim number for the {$1800.00} transaction ended in XXXX. The second claim number for {$990.00} ended in XXXX. Two days later I received a letter from Bank of America. " Multiple factors, including their documents, information from the merchant and my own spending habits '' prove that I made these transaction, but if I didn't someone I know did. They denied my claim. I requested a reconsideration, this time I provided the police report where someone had broke into my car and stole my wallet, including my identification. The four receipts from the XXXX where I had to get replacement identification 4x in the last 2 years at my address.. I gave them the complaint plus the certification of identity with the United States Post office. I provided a correspondence between myself and a neutral third party ( the lady I was trying to get to hire me ) where I ask for her to provide proof of where I was on the XXXX and the XXXX of XXXX. She emailed me a timestamp WITH MY PICTURE of when I came in, when I went on a break, my return and when I left the building for both XX/XX/XXXX and XX/XX/XXXX. I gave the the written judgment from the Honorable Judge XXXX XXXX, XXXX XXXX of XXXX. In this 85 page judgement, his Honor states that it was clear that someone had frequently used my identification and social security number to receive funds in my name. I have provided my own written statement letting the bank know it wasn't me. And that there has never been a second card holder on any account I have ever had including my Bank of America EDD account. The claim ending in XXXX for {$990.00} was approved this past XXXX. One year later. But the claim ending in {$1800.00} continues to be denied. I have requested a provisional credit be placed on my account while they look into my {$1800.00} claim. I was told that provisional credits can not be applied when a claim is in reconsideration. 
I requested copies of these " Multiple factors, including their documents, information from the merchant and my own spending habits '' that prove I made this transaction or that someone I know made this transaction. Bank of America sent me one piece of paper with a XXXX Stamp on it and the times the two transactions took place. None of the representatives I have spoke with can confirm if the time was recorded in XXXX XXXX XXXX or XXXX time. After a while, Bank of America wasn't even looking at my claim, they sent a letter stating that the card in question was mailed to an address they have on file for me and that my credentials were used. So that proved it was me. But a card was mailed to that same address and my credentials were used and the bank approved the claim ending in XXXX for {$990.00}. 
I honestly believe that someone or more than one person working at BofA has been tampering with my account. When I tell the customer protection department about my concerns I was told, " Oh, we only investigate customers. We wouldn't investigate ourselves. '' I decided to go a different route. On XX/XX/XXXX of XXXX, I requested the documentation for the claim ending in XXXX for {$990.00}. ( the claim that was approved ). I was told that there is no documentation. That this particular documentation doesn't exist. The BofA person couldn't provide me a better answer that this. And since that call I have to go through the customer protection department every time I call about this claim. There was credited to my account on XX/XX/XXXX for a claim that was opened in XXXX, had been denied and was in reconsideration. Only for the credit to be reversed the moment I went to the ATM to withdraw the funds. But didn't Bank of America say that there was no provisional credit for claims in reconsideration?

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