Consumer complaint received 2021-12-21
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
Bank of America Visa Card : Fraud Investigation Denied my Fraud claim On XX/XX/XXXX My gym locker was broken into on Monday XX/XX/XXXX and my wallet was stolen from the XXXX XXXXXXXX at XXXX XXXX XXXX in XXXX. I filed police report for the theft of the wallet with the XXXX police department ( Report # XXXXX ). My credit cards were then used fraudulently at the XXXX bank at XXXX XXXX XXXX in XXXX to withdraw a {$2000.00} cash advance. I immediately contacted Bank of America notified you of the fraudulent transaction and requested a replacement card. 

On XX/XX/XXXX I drove to the bank ( XXXX XXXX XXXX ) and spoke in person to the bank manager ( XXXXXXX ( XXXX XXXX XXXX ) ) and she in turn spoke to the bank teller who performed the fraudulent transaction. She stated that the individual came into the bank and made an in person " cash Advance '' at the bank tellers counter. Although the individual did not have a PIN number for the bank of America Credit Card, the bank teller gave them the money using my stolen driver license and XXXX ATM card as identification. The individual was wearing a face mask, hat and sun glasses. 
The XXXX Bank Teller did not ask the individual to remove his mask to confirm his identity due to Covid. 
The XXXX Bank Teller did not validate the signature provided with the one they have on file. 

The individual also attempted to change PIN numbers on my XXXX accounts, which was not allowed and this flagged an alert to the teller who then sent an alert communication to other XXXX branch concerning my account. I asked for a copy of this alert notification and XXXX stated to was a privileged internal communication and they would not share it with me. 

In addition, the thief also attempted a {$2000.00} withdrawal from my XXXX XXXX account which was denied. I have the email notification from XXXX XXXX concerning that blocked transaction ( see below ) : I have also filed a police report with the XXXX police department XXXX where the credit fraud occurred ( see attached ). 

On XX/XX/XXXX Bank of America Fraud service again denied my claim and stated that I was responsible for the fraudulent transaction and owed {$2000.00}. Since allowed the thief to use my card. 

On XX/XX/XXXX Spoke with Fraud Services at bank of America and was told to mail in a copy of the XXXX police report. I did that along with a copy of this statement. 

Sent on XX/XX/XXXX to XXXX XXXX XXXX XXXX XXXX XXXX AZ XXXX On XX/XX/XXXX Spoke with Fraud Services at bank of America and was told to go into a local branch and fax this letter and the police report from there. 

On XX/XX/XXXX XXXX BOA Fraud Services agreed to reopen the claim and asked me to fax everything again. 

On XX/XX/XXXX I asked to speak to Fraud Supervisor. I was never connected with the Fraud supervisor but XXXX took my police report number and the name of the police officer on the report. 

On XX/XX/XXXX Bank of America Fraud service again denied my claim and stated that I was responsible for the fraudulent transaction and owed {$2000.00} since I authorized the thief to use my card.

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