Consumer complaint received 2023-03-12
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
There are already multiple complaints that Bank of America ignored. Their regulatory complaint staff refuse to return phone calls. On XXXX XXXX, XXXX, I got scammed and thought I was speaking to Bank of America corporate. Unfortunately, it was a criminal enterprise unknown to me when I was trying to verify my information with the crook to get help. As the fraud was happening, I contacted Bank of America right when the fraud was occurring ( the thief without my knowledge or consent obtained cash advances on 4 of my credit cards and somehow sent the money out on one of my checking accounts. ) The fraud dept sadistically insisted that as a woman age XXXX and high risk for covid go into a branch and refused to speak to me. No one was allowed to talk to me. No fraud forms were mailed to me asking for an explanation and a signature which proves they weren't doing anything. Finally, I lucked out with the TN call center and the total freeze was removed. I was able to close my demand deposit accounts. Previous complaints were ignored and their regulatory complaints rep refuses to call me back. Due to the compassion of one fraud person who made an appointment, I did go into the XXXX XXXX and XXXX XXXX was masked and we were in his office. ( A very nasty and sadistic creature named XXXX at the XXXX fraud center stooped so low she took away my online banking when I called when I saw a {$2000.00} fraud credit card balance. ) At that time, only my card ending in XXXX hat was reissued and Iused, had a legitimate balance of {$200.00} ) XXXX showed me that the other credit cards had 0 balances. I sat in his office for an hour while he was on hold with the fraud dept, I left and he continued to hold for them for another hour. XXXX called me -his number is XXXX and advised me that the fraud claims were settled per his conversation ). I believe XXXX but he was given incorrect information. Sadly, the following XXXX claims are denied on XX/XX/XXXX and XX/XX/XXXX : Account ending in XXXX Claim # XXXX amount {$2000.00} Account ending in XXXX Claim # XXXX amount {$1800.00} When the nightmare fraud was reported on XX/XX/XXXX, I was given reference # XXXX XXXX XXXX XXXX XXXX. Again, those fraudulent cash advances- which the bank fraud dept should have realized was not within any pattern I ever made. I never made a cash advance in my life!!!!!! It would have helped if they would have spoken to me. 

I am attaching a copy of my police report and even tho I had given the initial person XXXX the police report number, I was told on XX/XX/XXXX that it would help. Apparently, the bank was too inept to even ask for it or try to obtain it. I am attaching the police report. The investigator had to obtain a subpoena and I had called me to say the funds were transferred somehow to an entiry or person in Texas so she has no jurisdiction. I also contend that the fraud dept should have and could have stopped those transfers from going out. I am also attaching screen shots that show the bank knew there was fraud from the start and failed to do due dilligence. 

And ... ..apparently refusing or neglecting to investigate fraud is standard operating procedure with Bank of America and it is a widespread practice. I am attaching the civil complaint : XXXX XXXX XXXX on behalf of herself and all Plaintiff, Civil No. XXXX BANK OF AMERICA, N.A. , ) Defendant. 
CLASS ACTION COMPLAINT Apparently,, I am not the only one whose fraud credit card claims are being ignored and they are holding the individual responsible - even tho the fraud was reported. 

I do not owe Bank of America the money and they totally neglected to investigate those fraud claims on 2 of my credit cards. I am also attaching the most recent screen shot showing those 2 balances. Who knows what else will show up.

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