Consumer complaint received 2022-03-30
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I was a victim of fraud on my XXXX Bank of America debit card like many others have in CA. From XX/XX/XXXX through XX/XX/XXXX numerous transactions were done without my knowledge. A total of XXXX unauthorized withdraws almost all of them were XXXX $ daily at different Bank of America XXXX. For a total amount of XXXX. I did not loose my card or share any information. I had no idea this was happening to my account since no alerts were sent out. I was actually using my card to purchase goods at the same time as these thieves were taking advantage and stealing my money. I only became aware after my card declined when trying to make a purchase. I immediately called to check my balance and realized someone had stolen my money. I then called the claims number to open a claim in hopes of this being investigated and brought to justice. I was asked to fax in a form of ID, a statement and file a police report. I did all these things and to my big surprise only a week or so later my claim was closed and posted as no error was found! I asked why was my claim declined and was told the investigator noted the withdrawals were in my geographical area. So because some of the unauthorized withdrawals were done here in the city I live, that was reason enough to just decline and close my claim. I asked what about the other withdrawals done outside my area did they not see those as well, along with all the balance inquires being done in many different cities.The response was " we don't know, we don't have access to speak to the investigator of the claim '', all they can do is note it down and hope they actually see it. These phone representatives are full of misinformation and every time I call its something different I am being told. Makes zero sense the way Bank of America Edd claims department works, its a complete joke! I was told I could reopen my claim until I felt it was resolved. Well I have to this day reopened for reconsideration about 9xs and I keep getting the same response, no posted error is found. I asked for the information they went about to deny my claim and all I was mailed were transactions of the account. That tells me nothing, I really don't believe they actually properly investigate each claim. I asked for footage because all these unauthorized withdrawals were done at XXXX, which we all know have security cameras. I was told I could view them at my local Bank of America and when I went to my local bank they had no idea what I was talking about. I was told for security reasons they could not show footage unless having a court order. The bank doesn't want to be liable and will make up even lies. For instance on one of my denied claims the investigator noted I mentioned suspecting of a cousin, which are complete bogus lies! I was so upset I asked how is it possible for them to literally make up lies and get away with them. Then I told the rep aren't all these calls recorded, no where do I mention suspecting of no one. And all the reps tell me is they will file a complaint and note it down in my claim, but nothing changes. I have been dealing with this for months now and can not get it resolved. It has caused me such hardship at home especially with a newborn, for that was the reason I was receiving XXXX benefits. Please help me in getting justice and my money reimbursed. Bank of America XXXX claims is unfair and doesn't want to be liable!

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