Consumer complaint received 2016-11-16
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IL
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
My debit card was stolen and used by someone I was introduced to by a mutual friend concerning selling XXXX for my new business XXXX. I trusted my friend XXXX who introduced me to her cousin XXXX who XXXX ( I would later find out XXXX, has several names including XXXX or XXXX, and XXXX has since moved to XXXX ). I was introduced to the gentlemen and he gave me information regarding XXXX in XXXX as well as XXXX services that will assist me in my new business venture. although I ca n't say for sure it was the gentlemen who stole the card, he was the only person close enough to me that day ( XX/XX/2016 ). Anyhow early the next morning I looked online to do an account transfer and saw suspicious activity and immediately began calling Bank of America ( BOA ) with the 1st call at XXXX, I will go on to make four more calls to them while desperately trying to find my debit card. As advised by the representative on the phone I go into a BOA branch and show proof of identification. I filed a claim with BOA for the incident and they credited my account pending an investigation. After they investigated they initially denied my claim stating it was because the individual new how much I had in my account, I then sent proof the ATM machine I used at the same place I met the individual on XX/XX/2016 printed your available balance on your receipt. My account was again credited.. Later I found they denied my claim again stating they did not receive a police report. I had explained that on XX/XX/2016 I called the police and was assured BOA could handle it and sent proof I called XX/XX/XXXX on XX/XX/2016 to make the report. BOA pushed the issue of the report thus on XX/XX/XXXX after I received proof that The XXXX Police department denied my online report # XXXX and gave me a number to contact them. After contacting the number I was informed that I would have to go to the various counties the card was used from XXXX to Wisconsin and informed BOA I did not have the resources to do so. They kept stressing the issue of a police report because they know XXXX Police try to avoid paperwork like the plague. After crying and begging officers at XXXX to file my report via phone calls and a walk-in visit I was finally able to obtain the report and provided that information to BOA as well. I 've sent BOA pictures sent to me by XXXX to compare with the ATM photos as well as all other documents required of me. On XX/XX/2016 I was sent a statement from BOA indicating all my accounts were at a {$0.00} balance so I thought the issue was resolved. I received a statement in late XX/XX/XXXX which was dated XX/XX/XXXX this was after I contacted FDIC who forwarded my information to consumer complaints. The statement dated XX/XX/XXXX stated they found their original finding was correct because they never received any new information from me. I again sent all documents on XX/XX/2016 and never heard from BOA again. I recently changed my name with a XXXX account I had for years and found out that BOA has sent me to XXXX indicating I owed a balance which I thought was resolved. I contacted BOA immediately after I realized this yesterday XX/XX/2016 After being bounced from department to department I was told by XXXX an account manager from XXXX that they made the decision to deny my claim in XX/XX/XXXX, I informed her of the documents I was sent that was dated XX/XX/XXXX that stated my balance was {$0.00} however BOA reported a negative balance to XXXX. I offered to send her proof but I was informed that they were going to escalate and resolve the issue by reopening the claim. I asked who could help me because BOA keep giving me the run around, I was informed the Executive Relations department could help me after calling on XX/XX/2016 they said they could n't.

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 explanation