Consumer complaint received 2021-09-13
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:
XXXX XXXX. XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX CA XXXX Mobile ; XXXX Email ; XXXX RE ; OCC Complaint ; XX/XX/XXXX Called OCC to file a complaint about BofA EDD card account/s : 1. Actual Card ( waiting for a new one ) XXXX XXXX XXXX XXXX 2. Previous card ( I believe this is the second one after the first Fraud of XXXX ) XXXX XXXX XXXX XXXX Spoke to XXXX operator number XXXX, explained the problem, he stated tat I have to follow the instructions of : XXXX XXXX XXXX Once the complaint if started online, I will have 30 minutes to finish it up, therefore better take all info and have to ready and handy by then. 

Chronologic order of facts ; BofA Claim number XXXX *Fraud is committed in my account ( Will be credited Credited back XX/XX/XXXX, based on Bank of America , the truth is that I did not see the money up until XXXX ) *Fraud was committed XX/XX/XXXX, I have called the day after and once confirmed it was a fraud, I have filed a claim. 
*About a week later I have discovered that BofA did not filed my claim and had to re-file it. 
* Same as above for the second time the claim was not filed based on BofA, and had to re-file it about 20 days later * Notes ; XX/XX/XXXX all money disappear from the account, [ {$1500.00} approx ], among the fraudulent charges there are card charges, ( therefore some one knows my security three digit code ), and bank withdrawal/s, therefore someone has the whole info of mine, ( plus a fake card? Not sure ) *From XX/XX/XXXX, BofA has made it impossible for me to get any info, and most of the times they said they could not verify that I was the person that I was claiming to be. 
So in short, anyone could easily still the money from the account, however I could not interact properly with the bank to resolve this problems. 
*To my opinion, BofA XXXX dozen of tricks, such as getting a terrible phone connection, out of which I could not understand a single word they were saying to me, to hang up the call, after having spent hours to made very little to no improvement. 
*I did try to call from different numbers of mine, such as my cellular and my land phone, at all the times when they were supposed to provide some answers, I was always transferred to a different number, then either they could not verify my info, after that was done about half dozens of time prior, or the phone line was so jammed that I could not understand a single word they were saying, if none of the above happened, the phone call ended up with them hanging up on me. 
*I had to file the same complaint three times, and for three times they told me that it was not filed before. [ BofA Claim number XXXX ] *Above mentioned case was closed twice, without anyone advising me about it, and had to re-open it, ( basically re-file it and go across the same process completely over, it took dozens and dozens of additional hours at the phone with them ). 
*The bank was not able to give neither addresses or any specific info for any and all fraudulent transactions, making very difficult to sort what transactions were mines and what were not. 
To make a very long and painful story short, the money was credited back in XX/XX/XXXX!!! 
Yes it took BofA approx. 6 Months to credit back the money!!! [ They Stated it was credited back on XX/XX/XXXX ] *Shortly after, ( after the money was credited ), someoneother than myself transferred pretty much the entire balance to an account, ( Unknown, and not mine ), so I had to file another claim ; Claim XX/XX/XXXX {$1800.00} Claim number XXXX Fraud committed XXXX [ credited back XX/XX/XXXX {$1800.00} ] *BofA pressured me again that they had changed the card number the login data, ( I have asked BofA to remove the login online option, since this last fraud was apparently done online this time, their answer was they could not, once the account was set up that way there was no way to change it. (???? ) Seems to me a very miserable excuse. 
*To start with I have explained thatI dont use the online feature and I did not wanted to use it. 
It is unclear who ever really started it and use it. [ Online options ] XXXX XXXX the Bank re-credited back the XXXX dollars that disappeared 10 days before approx., ( I was not informed and based on the last event I thought it was going to take months ) XX/XX/XXXX ; XXXX XXXX I received the following email/s, 1 & 2 as follows ; Email 1 : Bank of America EDD Debit Card XXXX Tue XX/XX/XXXX XXXX BANK OF AMERICA EDD DEBIT CARD XXXX XXXX Account XXXX XXXX, A funds transfer was submitted to your Transfer To account. 

Frequency : One-time immediate transfer Transfer Amount : {$730.00} Transfer To : Account ending in XXXX Funds transferred could take up to two ( 2 ) business days to be available in your checking or savings account. If your account is a Bank of America account the funds could be available the next business day, if not sooner. 

To contact us, please use : Website / XXXX This email is an automated message. Please do not reply. 
Email 2 : Bank of America EDD Debit Card XXXX Tue XX/XX/XXXX XXXX BANK OF AMERICA EDD DEBIT CARD XXXX XXXX Account XXXX XXXX, A funds transfer was submitted to your Transfer To account. 

Frequency : One-time immediate transfer Transfer Amount : {$2000.00} Transfer To : Account ending in XXXX Funds transferred could take up to two ( 2 ) business days to be available in your checking or savings account. If your account is a Bank of America account the funds could be available the next business day, if not sooner. 

To contact us, please use : Website / XXXX This email is an automated message. Please do not reply. 

*I seen the emails 1 & 2 above on XX/XX/XXXX in the morning checking my mail in my office. 
I had not done nor authorize any transfer, however I knew that there was no money on the account since the last fraud, therefore I thought it was some kind of spam. 
*Out of curiosity I called BofA and requested an update on my last claim, so I was told that the money from my last claim was deposited back in to my account on XX/XX/XXXX, and on XX/XX/XXXX, some one, ( as above emails ), transferred out of my account {$2000.00} + {$730.00}, depleting completely my account once again. 
So Here I am asking, how is that that this Unknown thief knows exactly when the money goes in to the account, alway and even before I get to know, and he/she is able to remove the entire amount of money, ( it appears also that they are very aware of the amount present on the account ), and I can even change anything in the account because is not possible based on the customer service of BofA, and/or why all the procedures are so difficult that it never happens to proceed the way it should and it does with any other bank that I currently work with, now and in the past?. 
I am XXXX Years old and had bank fraud about 10 times, 9 of them was with BofA, is that a coincidence? How many coincidences do I have to have before is not a coincidence anymore? 
Also BofA sent the above copied emails to me on Tue XX/XX/XXXX at XXXX The fraud apparently happened, based on the BofA operator on Tuesday XXXX at XXXX, one hour after the email of BofA to communicate that the transfer occurred, how can that be possible? I have checked and confirmed that the account where the money was transferred ; Routing number : XXXX not only it is an American routing number, additionally from the same state, ( California ), where my account is. 
THEREFORE, HOW IS IT POSSIBLE THAT BOFA ADVISED ME one hour prior OF A TRANSFER THAT HAPPENED ONE HOUR LATER? 
Yet I never get any email/alert/advise when some one makes some changes into the account after I have asked to remove the online option and triple confirmed and supplicated that I dont use it and no intention to change my mind on it? [ including last time, which the communication of the money transferred out was immediate, while the communication in reference of the credit a day before, was not communicated to me, therefore I could not take the money out ] In short from XX/XX/XXXX, during this year of XXXX, I had three Frauds happening on the same account, we are at the point that the money disappears right after is deposited back from the previous fraud and I dont even see it!!!! 
This whole is a big scam, and THERE IS NO WAY BofA IS NOT INVOLVED INTO THIS SCAM. 

Quick Log XXXX claim XX/XX/XXXX Claim number XXXX Fraud was committed XX/XX/XXXX Credited back XX/XX/XXXX Claim XX/XX/XXXX Claim number XXXX Fraud committed XX/XX/XXXX credited back XX/XX/XXXX Claim XX/XX/XXXX {$2700.00} Fraud XX/XX/XXXX Claim Spoke to XXXX agent claims dept XXXX XXXX XXXX XXXX Saturday XX/XX/XXXX Received a letter from BofA stating ; XXXX, we've cancelled claim XXXX because is a duplicate of claim XXXX, which has opened on XX/XX/XXXX. 
Thank you for banking with us. 
Account ending ; XXXX Date ; XX/XX/XXXX Claim number ; XXXX Amount ; {$1800.00} Final Conclusion/Statement I know that this fraud is nothing more that committed by BofA itself XXXX and I am accusing them of it, very clearly. 
XXXX XXXX. XXXX reachable at at any time at XXXX ; XXXX email ; 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