Consumer complaint received 2023-09-28
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: RI
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX I visited XXXX XXXX for a week long vacation. I arrived to the hotel around XXXX XXXX on the XXXX and headed out the door at XXXX XXXX XXXXo a XXXX XXXX XXXX concert, I later found out the date of the concert was XX/XX/18. ( My mistake ) I walked across the road to a bar that I later found to be called the XXXX XXXX at approx. XXXX. I believe I had my debit card and phone at that time. At XXXX XXXX. while I was walking back to my hotel " the lucky in '' I noticed my phone and debit card were missing. On XX/XX/XXXX starting at XXXX XXXX. I tried to retrace my steps to find the missing items and had no luck locating either my debit card or phone. On the XXXX I went to the public library to track my phone using the " find my XXXX '' website when I found that my XXXX  ID and password on my phone had changed. At this point I knew there was something wrong, so immediately I walked to XXXX to use there land line phone. I used XXXX 's landline phone to put a hold on my card, and the representative told me there was fraudulent activity on my card, this was a shock to me because i thought this account was protected by my PIN that only I know. At this time me and the BOA representative went through all the fraudulent charges 1 by 1. The fraudulent charges added up to over XXXX dollars. I have XXXX dollars in open claims that are being researched. Another XXXX was denied and I was told by the claims department that it was closed and they denied payment because it was unlikely that the thief would have been able to guess my PIN in one try! Shouldn't that be a BoA security problem!?. I again have never gave my PIN to anyone. I would assume that Bank of America would only have to look at camera footage at the ATM 's to see it was not me making these transactions. Also there was purchases from major stores such as XXXX, XXXX, XXXX etc. Based on the transactions on my account the scammers knew exactly what they were doing. I have tried to resolve this problem multiple time with Bank of Americas fraud department and have escalated this issue to supervisors. I have faxed a police reports yesterday that was filed with XXXX XXXX Police department. I have been told a lot of misinformation along the way. One person told me that the FAX could only be seen during certain hours of the day, but today XXXX from Texas told me the FAX 's are available to the fraud department minutes after sent. I am fed up with the disorganization and am really upset with humanity at this point. I'm a career XXXX  that's job is based on my integrity, and it seems like that being questioned by bank of America. I have contacted my lawyer and am willing to take this as far as needed to get this resolved. I'm concerned because I was left with almost no money after the theft and now I don't have money to bay my beginning of the month bills. Let me know of any further information needed. 

Note : ALL TRANSACTIONS MARTKED WITH A *X* ARE FRAUD

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