Consumer complaint received 2022-06-16
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Trouble using the card
Sub-issue: Problem using the card to withdraw money from an ATM

Complaint:
On XXXX XXXX I went to the Bank of A to withdraw {$1000.00} as I had been doing every 10 days or so and was informed of insufficient funds. According to my records, I had somewhere between {$15000.00} and {$18000.00}. I immediately called the number on my XXXX card and filed a claim. The last withdrawal I had made on my account was XX/XX/22 and I was told on this call that after that {$1000.00} had been withdrawn every day until the account was wiped out. I was told it would take between 45 and 90 day to research. I called back a week later and was told I needed to file a police report which I immediately did. ( XXXX XXXX Police Department report # XXXX ). I faxed that to the fraud division of B of A. While filing the report I was told by XXXX XXXX that there were numerous other cases at the branch in XXXX XXXX and in fact a skimmer was taken out of the ATM. All this is in the report which I am happy to send you. B of A did not do any investigating and within a week wrote me back that they closed out the case because they did not see anything unusual. I called and they reopened the case and again even with all the info I gave them about the skimmer and the police report, they closed out the case again without investigating anything. XXXX XXXX asked me to bring him a copy of all my statements and it was at that time, I noticed 3 more fraudulent transactions totaling an additional {$2900.00} that occurred at an ATM B of A branch in a town called XXXX where I have never been. B of A now opened a second case for me on this {$2900.00} and again within 3 days sent me a letter closing out the case. At the time I initially called them on XX/XX/22, they immediately sent me a replacement card, this time with a chip in it but within a week or so, sent me a letter telling me they blocked the new card because of possible fraudulent activity on the card that was hacked. Now this made no sense at all because you are turning down my claims with no investigation and yet you block my new card and to this day have never sent me a replacement card. So in total {$18000.00} was stolen from my account. 
Fortunately the detective that is on the case now has offered to work with me to get my money back because in his report he identifies that in actuality many others were hacked and there was a skimmer in the ATM where all the transactions were made to my account. I own a business in XXXX XXXX for the last 28 years, I am XXXX years old and I sent my statement in to B of A and signed under penalty of perjury. I have copies of all the letter I received from B of A just being treated so unfairly. I am willing to take a lie detector test if it means this can move along. When covid hit, I had to lay off my employees to keep the doors open, I went on XXXX  because my business was closed. Fortunately once the vaccines came along, we started doing business again and so I didn't pay too much attention to this account, always knowing my money was safe in the bank. XXXX XXXX has just sent me an email that he is going to try and help me get my money bank. I just need someone to pay attention and realize the pattern this money was taken out is not my usual pattern and the fact that they have now validated in the police report that B of A is aware of the skimmer. I can send you the report or anything else that would move this along. 
Thank you for any help you can give me,

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