Consumer complaint received 2023-03-11
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Account opened as a result of fraud

Complaint:
I had l lost my card at a small concert while filming a gig. On XX/XX/XXXX I had gotten a notification saying my " Bofa debit card has been removed from my XXXX XXXX. '' I had also found out that my account was locked so I had called Bank of America to find out what's going on ( I don't remember the exact day I called them ). It took me a long time to find the right representative to talk to but I was able to speak to a representative named " XXXX '' and XXXX was going to file the claim to XXXX XXXX so I can contact them so I can dispute it. 

XX/XX/XXXX ( or XXXX ) I had called XXXX XXXX to see if the filing went through, XXXX XXXX mentioned to me that they didn't receive anything. I called Bank of America again because I didn't receive any email about the case and was wondering the progress of the situation. Took me a long time to get to the right representative to help me with this situation, I was able to get in a call with " XXXX from Texas '' and she helped filed the claim and gave me more information about what was going on. XXXX had mentioned that the account owner from the check had called their bank mentioning that they didn't authorize that check. Her bank had called Bank of America to report that incident which led them to start the closing process of my account. The Closure didn't happen until XX/XX/XXXX. The check amount was for XXXX. XXXX informed me that the check was dropped in an ATM. I informed back to XXXX saying I don't deposit checks through an ATM, I only deposit checks through the " Mobile Check Deposit " system that the Bank of America App has. It's safer to do it that way and also you can verify it easily based off the signature. 

XXXX explained me the process of the investigation and informed me with a lot other information. I was able to call XXXX XXXX a few days later and gave my dispute. I believe I didn't give them enough information on my part, the only thing I mentioned was " I don't deposit checks in the ATM '' only the Mobile app. '' I had called XXXX XXXX on XX/XX/XXXX to see if there was an update on the investigation and to give them an update about something that's unusual. I was able to get someone on the line and they informed me that the investigation has been completed and the Fraudulent activity will stay under my name and that my dispute was inaccurate. If I wanted to continue with a re-investigation, I would have to file a police report or I would have to do a Identity Thief Claim. I wanted to let them know that I've gotten an email from Bank of America about my credit card ( still has an balance due ) letting me know about my past due amount and that I spoke to them on XX/XX/XXXX. I know I didn't speak to Bank of America at all that day, which is why I called them to give out that information that didn't seem right. I'm not sure what to do, I'm hoping I'm doing the right thing and doing my best. I want to get this resolve because at a young age, this is something that you don't want on your record.

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