Consumer complaint received 2021-08-16
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XX/XX/XXXX, I had someone come into my place of work and steal my entire wallet. 
I found out on XX/XX/XXXX and filed a police claim with XXXX Police department. 
I found out that they had withdrawn {$8500.00} from my account at Bank of America. The withdrawals are as follows : XX/XX/XXXX WITHDRWL XXXX XXXX XXXX XXXX WA {$500.00} XX/XX/XXXX WITHDRWL XXXX XXXX XXXX XXXX WA {$500.00} XX/XX/XXXX XXXX XXXX cash withdrawal {$5000.00} XX/XX/XXXX XXXX XXXX cash withdrawal {$2500.00} My limit for deposit withdrawal is {$1000.00}. 

The teller at the bank listed above closes at XXXX XXXX whereas I was at work and did not leave until XXXX XXXX. I work as a XXXX and am not able to show the tubes with the time and my initials on it due to HIPAA, but I have a time card proving when I left XXXX. 

When I made the claim, I asked why I was never notified. I have no history of withdrawing this amount and this should have been flagged. I was told it was because they used my pin and was questioned extensively about it. I have it memorized, but it is the last XXXX digits of my social security number, which I have since been told is easy to guess or hack into. 

On XX/XX/XXXX, I was told my claim got denied because they used my pin. Somehow it took 7 business days to realize the same thing we discussed the first day I knew it was stolen. BofA did not follow up by checking any of the cameras at the bank, nor ask me for proof that I was at work during the time of the transactions or any other reasonable measures. 

To add insult to injury, BofA issued me the incorrect debit card twice. 

I asked to reopen my claim and they denied it again on XX/XX/XXXX. I called and they told me it was because they used my pin the first time. They then recommended me to get a subpoena for the bank videos. I asked them why I was supposed to do their job. I didnt need a video of who withdrew my money as I saw the person who took my wallet ( before finding out that it was taken ). They told me I was unable to reopen my claim. Frustrated, I waited on the phone for two hours to talk to someone who could actually tell me something useful. On XX/XX/XXXX, I was informed me that my claim was filed incorrectly and in the wrong department. There were two {$500.00} withdraws from my debit card, but the remaining {$7500.00} was through a teller, which apparently was not covered in the department I had been communicating with. 
XX/XX/XXXX I called again to find that the wrong claim was still listed and a new claim had never been filed!! To reopen it, I had to repeat the same information I have said since the beginning. I was finally asked to send proof that I was at work during the time the transactions were completed. I sent it the same day through a fax.

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