Consumer complaint received 2023-10-23
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
To whom it may concern, On XX/XX/XXXX I checked my bank of America EDD unemployment debit card and to my surprise it had {$8.00} available. This was surprising to me because I did have {$750.00} when I last used it. Immediately upon realizing this I called bank of America XXXX XXXX XXXX department and reported it as fraud and opened a claim. The last time I used the card was on XXXX for a withdrawal of {$900.00} to pay my bills. Upon further investigation there are multiple transactions to my account that was not me. On XX/XX/XXXX there is a bank of America balance check for {$0.00}. On XX/XX/XXXX there is a XXXX XXXX XXXX  balance check for {$0.00}. Again on XX/XX/XXXX there is another XXXX XXXX XXXX  balance check for XX/XX/XXXX. On XX/XX/XXXX {$750.00} was fraudulently removed from my account. Again on XX/XX/XXXX there was another transaction at XXXX XXXX XXXX  balance check for {$0.00} and finally the last transaction was on XX/XX/XXXX again a balance check for {$0.00}. None of these charges were made by me. 

Upon learning this information, I went to my local police department and filed a police report, and I was told by the local police that my report was the second one that same day from bank of America with an XXXX card in my city. The local police department also told me that they have had multiple issues with the bank of America and bank of America is not willing to work with them regarding it. I also went to bank of America to make them aware of the situation and asked to talk to the XXXX. The teller told me that I could not talk to the manger but she would let her know and if they needed security camera footage they would get it directly from the bank so there was nothing further needed by me. The same day I faxed a copy of the police report and my ID to bank of America. I called again on XX/XX/XXXX to see if the documents were received and if they were added to my profile. The man I spoke with told me it takes XXXX hours and to call back. 

I again called back on XX/XX/XXXX and spoke with a lady who told me that she was able to see that my claim was denied. I asked her why it was denied, and she told me she could not see why but if I wanted I could try to open the claim for consideration again. I asked her to please do this, but I also wanted to inquire about why my claim was opened on XX/XX/XXXX and denies by XX/XX/XXXX, this was not even enough time to investigate the issue and the documents I had sent in such as my ID, and the police report were not even received yet so a decision to deny the claim was made without even receiving my documents. 

I am writing this letter in support of that and this decision. The {$750.00} removed from my account was not me. I am attaching my photo ID, the police report, and a screenshot of when I first faxed the documents to bank of America on XX/XX/XXXX. This is my money and money that I am entitled to. I am requesting this be further considered because this was fraud on my account, and I deserve my money back. I am also attaching XXXX posts from people in my city who have had the same thing happen to them at the same bank of America. I am reaching out for help because this is my money, and I am entitled to it. I also would like to see camera footage of the individual withdrawing money from my account. And proof bank of America has stating it was me because it was not. I would like to request an outside XXXX, report this issue to the CFPB since bank of America is unwilling to help, and if needed take to small claims court to recover my {$750.00}. 

I was told to file a police report and send in a copy of my ID and my claim was still denied however a claim denied in 2 days, without the evidence requested from me is weird. They did not even receive my documents before denying my claim so they did not even consider my documents.

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