Consumer complaint received 2021-06-21
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Unexpected or other fees

Complaint:
On XX/XX/2021 my unemployment Bank of America card alerted me through a text message saying that my balance was under {$100.00}. Which I had set up to alert me if so. I then checked online and discovered that {$900.00} was withdrawn from my account at a Bank of America inside a XXXX XXXX XXXX on XXXX XXXX. in XXXX, California. At the time the {$900.00} transaction occurred, I was out of state in Nevada picking up my grandma from my aunts house and thankfully I used my debit card at a fast food joint. Clearly I was with my debit card in a whole other state that same day. I called Bank of America right away and let them know what had happened and that it was not me.who withdrew the {$900.00}. I also filed a police report on XX/XX/XXXX and submitted the police report number to Bank of America claims department. On XX/XX/XXXX, I was advised that my claim was denied the night before ( so on XX/XX/XXXX, 2 days after the claim was opened ) .Bank of America said that they did not receive any footage from Bank of America XXXX therefore there is no footage ; therefore my claim is denied. I reopened the claim that same day. On the XXXXI called to check the status of my claim and it was still pending I called later on the XXXX to check the status again and it was again told that my claim was denied again. I then spoke to a supervisors and the supervisor agreed with me that I did not get a fair investigation and she reopened my claim. I had the supervisor restate in the notes to the investigation department saying that I was out of state when this occurred and I had my card with me and I used my only card at a fast food joint therefore This transaction was not something I did. I only have one debit card and can not be in 2 places at one time and to please re-look at the claim. On the XXXX, which is today, my claim was denied again. According to Bank of America they said it was denied because : -there were no failed pin attempts -there were no transactions after the fraud occurred XXXX remind you that the fraudsters took all of what I had so of course there wouldnt be no more attempted transactions and I called the bank right away because I received the text message say my balance was low and my card was XXXX so there couldnt be any more attempts to take more money ) -the balance was checked right before the withdrawal And -the fraudulent transaction occurred in the geographical area of where I live. 
I do live in XXXX XXXX and it happened in XXXX, California but again, I was in Nevada when this transaction had occurred. I was completely in a different state. 
Ive looked into this as well and the research Ive been doing, it looks like Im not the only one this has happened to and it looks like the same thing has happened to many of people where a duplicate card is being used with the PIN number at other Bank of Americas. Its obvious that this isnt new to Bank of America so its not just me trying to trick them out of money. Footage can be pulled from the bank and from the grocery store the bank is located inside of and clearly they would see it is not me and again, thankfully, I used my card in another state around that same time the transaction took place. 
Im not understanding why I can not get my money refunded to me. I feel that Im not getting a fair investigation. I feel like theyre treating me like a criminal. I have XXXX kids to feed. I have literally scraped up all my loose change rolled it and used it for food, I turned in my recycling to also pay for food. Im now out of my XXXX XXXX medication and now this is my life thats on the line. I cant just stop taking my XXXX XXXX medication. I cant buy it because I have no money. I have no one who I can borrow money from. I am told that theres nothing they can do except reopen my claim AGAIN! Bank Of Americas claims department states that they can not and are not able to talk to the investigations department by telephone to help assist them in doing their jobs by taking the time to read the notes in my claim that states I was out of state and it proves I was out of state when the fraud occurred because I used my debit card. They say that they can only communicate through email. I feel that email is not working because they have failed to see that I was out of state with my card and I use my card. They should be able to talk to the investigations department verbally but they say they cant. So were going in circles while I am truly struggling to feed my children, pay for my XXXX XXXX medication and rent is coming up. Not having my medication is scaring me because I can have a XXXX or XXXX XXXX without it. Thats something you cant just be on then stop taking it. 
This is not ok and I need help.

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