Consumer complaint received 2023-11-04
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Hello Bank Of America and Corporate team : I am writing this as an official letter of complaint to Bank of America, for a transaction on a withdrawal for {$700.00} from the XXXX XXXX XXXX XXXX NY location at XXXX XXXX on XX/XX/XXXX. 

First and foremost, this was an unauthorized transaction by an imposter/ fraudster. I was not aware of this transaction at all until I logged into my online banking last night and I noticed {$700.00} was taken from my checking account without my authorization. 

I reached out the next morning on XX/XX/XXXX, to BOA, around XXXX XXXX and I spoke to a couple fraud reps over the phone who were incredibly helpful with freezing my account and opening a replacement account. I believe her name was XXXX XXXX from the call center who was so nice and understanding. She was amazing and super helpful! 

After around XXXXXXXX XXXX I called the XXXX XXXX XXXX XXXX branch where the fraud took place and a manager on duty named XXXX picked up, and I told her my frustration and concerns over the phone. It appeared she didn't really want to help me at all and insisted that I come to see at her branch in person. I informed her this was not a reasonable request since I live in XXXX, but I could visit a local BOA branch and have the branch manager reach out to her directly if that made her more comfortable. Upon hearing this and my financial banking background, she had asked for my name and my phone number. She told me she will research this and either herself or the Store Manager, XXXX would reach out to me before the end of day. 

I spoke to the branch manager XXXX from the XXXX XXXX location for about XXXX minutes on his cell ( he later said he wasnt working at the branch currently ), and here were the details of that conversation : I honestly did not expect a call at all but he reached out to me around XXXX XXXX 

I began by informing him that I was a victim of identity theft around three years ago ( XXXX ) and I had gone to a BOA XXXX XXXX branch at the time and explained to them that the culprits had stolen my Drivers License and my social security number. The branch there took care of me immediately and placed security codes and alerts on my profile to ensure that no fraudster could access my accounts if they came inside a branch. I told them that I rarely come into the branch to initiate transactions and perform most of my transactions online as I use my checking account for the day to day operations and expenses for payments. They took note of this and from XXXX I had no issues whatsoever with my account until yesterday. I told XXXX this was quite concerning what had happened, and I feel my accounts would not be secure any longer. Additionally, I told him I moved more funds to my account recently in hopes of opening additional accounts with BOA and expanding my business. 

However, Instead of reassuring and sympathizing with what had transpired in my situation, he asked me blatantly, Do you know that our tellers do not have any access to notations and fraud messages in their systems? This definitely threw me off guard as this was not relevant at all. Instead, this made me more nervous about the safety and security of my accounts as if anyone could just have a copy of my Drivers License and a fake social security card can just walk into any BOA branch and have complete access to my funds. I addressed this, and I told him, I am not trying to be combative here. Instead of trying to help my situation, he tried to reverse it on me and said the systems have changed and thats why they ( the teller ) didnt see the security messages on my accounts, which is totally unacceptable! I got frustrated and fed up and said you guys dont give XXXX XXXX in which he became really defensive and I later apologized as apparently I stepped over the line. After this, we continued our conversation for some time and he told me he would escalate this case with their fraud department and give me a callback on Monday. Frankly, I wish not to speak with him as I feel he was just trying to push back and be argumentative over a transaction at his branch that I did not make. 

Long story short, I told him that I wish to not continue my banking relationship with BOA, and I plan to open accounts elsewhere and that I would be writing an official letter of complaint. I was transparent, and I told him I had received an online survey for the transaction that the fraudster committed with his teller, and I would be expressing my thoughts and concerns freely in writing. He ended our call with, I understand, XXXX to which I said, Thanks XXXX. 

Ultimately, the call center was extremely helpful and sent SMS text messages to verify my phone number on file and assist me the best they could. I even received credit for the fraudulent charge the same day! However, as soon as I contacted the branch to find out further details about what had transpired, I received a lot of pushback and felt like they were unwilling to help and take the extra steps to protect my account. I hope this case can be escalated to upper management and hope there could be new system training to educate tellers so this doesnt happen again to me, or the next victim of identity theft Thanks for taking the time. 

Best Regards, XXXX XXXX

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