Consumer complaint received 2022-03-31
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
After receiving my long awaited XXXX funds I immediately withdrew {$1000.00} to give to my sons mother for back child support, she was present with me during the withdrawal, this was at XX/XX/2022 at XXXX. Over the course of the next 3 days 3 additional withdrawals took place at the same ATM for the maximum allowed withdrawal amount of {$1000.00} for a total of {$3000.00}. It was a complete fraudulent withdrawal and immediately filed a claim, it was promptly denied without any obvious investigation. I went and filed a police report and provided the police with the withdrawal times which are as follows : Fraudulent withdrawal # 1 : XX/XX/2022 at XXXX Fraudulent withdrawal # 2 : XX/XX/2022 at XXXX Fraudulent withdrawal # 3 : XX/XX/2022 at XXXX I attempted to have BofA reopen the fraud claim in which it was again and denied again. They obviously never even looked at the footage and from all the research I conducted it's a known tactic of BofA to blindly deny fraud claims as they've been flooded with thousands of claims, it doesn't mean it doesn't happen and that they aren't ultimately responsible. 

Upon filing the police report, the officer in charge of case revealed to me that 3 days prior they had pulled out a device out of the ATM that is used to collect bank card information and pin numbers and that they receive on average 2-3 claims a week involving this specific ATM. How is this not an obvious major problem and how is this not BofA 's direct fault? They had been made aware of the problem and still allowed the ATM to remain in use. I, like most people, have fallen on really hard times and it was all the money I had, it took me 3 months to get from XXXX alone and then like that it was taken over the course of 3 days without me even knowing what was happening. Now I'm told by the bank they're denying the claim for no good reason. I mean it leaves you absolutely hopeless, I can't explain the frustration and anger I've been through not to mention the additional hard times caused by it which finally led to an eviction from my apartment from not being able to pay rent. It's just been one bad thing followed by another. I'm hoping there is something you could please do to help because BofA is the epitome of a faceless corporation that can hide behind their wall of bureaucracy and lawyers. Please help! 

I'm also wondering if it's possible to obtain the security footage from the above withdrawal times from the local BofA branch? The police have submitted all the necessary paperwork to BofA but obviously they're taking their long long time to respond and provide requested footage. I have a police report. Any information in resolving this matter would be so unbelievably appreciated. Thank you so much for your time. 

PS I attached the file BofA gave me to get the above withdrawal times and the Police Report. 

Yours Truly, 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 explanation