Consumer complaint received 2022-04-30
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem with a purchase or transfer
Sub-issue: Charged for a purchase or transfer you did not make with the card

Complaint:
My name is XXXX XXXX and I have been the victim of fraud and theft. On Monday, XX/XX/XXXX at XXXX p.m., I received an email from Bank of America that my profile had been updated and that if I didnt make this change, I should contact customer service immediately. I did not make that change, so I immediately called Bank of America at XXXX ( see call log attached ). The representative I spoke to first tried to verify my identity through my security questions but couldnt because they had been changed without my knowledge or consent. I was eventually able to be verified when the rep sent a verification code to my cell phone and I read it back to her. I learned my security questions, password and email address on file had all been changed. I asked if there were any unusual transactions and the most recent one was a {$3000.00} funds transfer. I did not authorize that and I have never done a funds transfer through Bank of America in my life. I immediately disputed it and asked to file a claim. I was then sent to claims who told me I couldnt file a claim because the funds transfer was still pending. I asked since it hadnt gone through if we could cancel it, but she said no. Eventually the funds transfer was posted to my account so the rep in the claims department was able to file a claim for me. That claim number is : XXXX. I canceled my card, requested a new debit caed be mailed to me and changed all my passwords and security questions. I was transferred to the funds department who removed the unauthorized account that had been set up by fraudsters without my consent. I received my new card in expedited mail a few days later and kept it in the envelope and did not activate it. 
One week later, on XX/XX/2022, I received an email at XXXX XXXX that my Bank of America profile information had been updated. I called Bank of America soon as I saw the email at XXXX XXXX  ( see call log ) since I did not make any changes and this was concerning to me since I received an identical email a week prior right before I had {$3000.00} stolen from my account. I had not even authorized my new card yet. While on hold I was able to activate my new card In the hopes I could change my password quickly. However, when I requested a new passcode, it did not come to my email address. I finally reached a customer representative and learned from them that an additional {$3000.00} had been stolen from my account via another unauthorized funds transferthe same thing that happened a week prior. Additionally, my security questions, phone number, and email address on file were changed too. I filed a second claim ( Claim number : XXXX ) and removed the account that had been added to mine by the hackers. Please note : I got disconnected three times and was never called back which is why there are three calls listed on the call log attached. A representative told me to add a phone authentication code number that only I know, so I did that. This was not suggested to me the first time. Once again, I canceled my card, had a new one mailed to me, and changed all my security questions, email address, and phone number on file. I also had the account removed so that further funds transfers couldnt happen without my consent. The rep told me I would have to wait till my new debit card arrived in the mail for me to change my password.

Again, one week later, on XX/XX/2022, I woke up and checked my email and learned my Bank of America profile had been updated again without my authorization or consent. Because my new card had not arrived in the mail yet, this would be impossible for me to do since I did not have access to my 3-digit security code needed to update my password. I called Bank of America at XXXXXXXX XXXX  ( see attached call log ) and learned that somehow, once again, my email, password, and security questions had been changed, and an account had been added for funds transfers ; the remainder of my account balance, {$2200.00}, had been stolen from my account via an unauthorized funds transfer. I filed a third claim ( Claim # : XXXX ). During this call I learned my first two claims had been rejected. When I called about my third claim, I learned that had been rejected too. I have filed a police report that is attached. 
I do not believe Bank of America adequately investigated my claims. In not doing thorough investigation, they made mistakes when denying my claims of fraud. Throughout this entire process, Bank of America did not protect me from fraudsters and failed to protect my account from repeated fraudulent activity. I asked Bank of America what evidence they have to support why they denied my claims but was told I can not have that information since it could compromise my account. 
I called Bank of America on XX/XX/XXXX and filed a formal complaint about how these claims and investigations were handled and asked to speak to a supervisor who reopened my claims. 
On XX/XX/2022, I filed a complaint with the Consumer Financial Protection Bureau ; my COMPLAINT ID is XXXX. Upon doing this, Bank of America finally responded to my first two claims, and put {$6000.00}, back in my account. However, they erroneously denied my third claim. I am still owed {$2200.00}. I expect the rest of the money that Bank of America failed to protect, a total of {$2200.00} be refunded to my account.

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