Consumer complaint received 2023-08-01
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:
On XX/XX/XXXX, around XXXX my purse, drivers license, credit cards, and cell phones were stolen from my vehicle that was parked in my garage. 
XXXX Police Department responded XXXX # XXXX. I went to Bank of America to inform them that I was receiving notification of suspicious activities on my account, and I was unable to call them since my phone was stolen. 
The bank asked me if I had an appointment, and if not, they were extremely busy and they could give me a number to contact their fraud department. ( XXXX ) who later gave me this number of ( XXXX ) I called the fraud department and informed them what had happened, and they asked her the same questions. I am receiving emails from the bank regarding suspicious activities going on with my account and I wanted to let you know that this is correct, and the suspects are using my credit cards. 
The bank informed me that they needed to verify who I was. I informed them again that my purse was stolen, drivers license, credit cards, and cell phones were taken and left, and I had no identification with me. She then informed me that she needed someone from the branch to verify who I was. I attempted to contact XXXX XXXX, she had worked with me on my business account, and she informed me that she was busy and could not speak with me. I spoke with another female who was running the bank and she informed me that everyone was busy with appointments and unable to assist me. 
XXXX XXXX said she had an appointment at XXXX and she would give them XXXX minutes and if they did not arrival, she could take me. She was able to see me at XXXX. 
XXXX XXXX spoke with the fraud department, and I thought I was verified. For XXXX hours I pleaded for the staff at Bank of America Branch and the fraud department to assist me and nothing was done. I have attached the log of the purchases which includes the time I was at the bank pleading for them to put a fraud in my account. 
On Saturday, XX/XX/XXXX, I was still receiving suspicious activities emails again from BOFA, and I was confused that the bank was allowing the suspect to continue to make purchases on my account. So, I called the bank again and the fraud department said they never received information regarding there was a fraud on my account. I have attached a copy of the date/time of the purchases. 
I made an appointment online to go into the bank to discuss with the Branch Manager, how could this have occurred that the suspect had more access to account than me. Also, to see what more I needed to do for my accounts that were compromised. 
My appointment was on Thursday, XX/XX/XXXX at XXXX. I received a call from the gentleman around XXXX ( I am not sure of his name ) to inform me of the fraud process, and I informed him that I made an appointment, and I would like to speak with the Branch Manager. 
I arrived at XXXX for my appointment at XXXX, the Branch Manager XXXX XXXX informed me that someone will be out to speak with me about my appointment. I asked him if he was the Branch Manager and he said yes. I informed him that he was the person that I wanted to speak with about what had happened to me on Friday, XX/XX/XXXX and he informed me that the bank policy for fraud is you need 2 forms of identifications to husband and wife come in all the time claiming fraud, so if I did not have an appointment and 2 forms of identification they would have to wait until someone was available to assist them. At this time, I was completely confused since this was not my issue and I am the only person in my personal and business accounts and they both were comprised.

I informed him that I was here to file a complaint against this Branch and Bank of Americas fraud department since someone dropped the ball on allowing the purchases to continue when I was in the bank for 2 hours trying to get them to put on fraud on my account from XXXX Friday, XX/XX/XXXX until XXXX, Saturday, XX/XX/XXXX. 
The Financial Center Manager XXXX XXXX explained to me. ( You can file a complaint, but they are just going say they were new and did not know what they were doing ) I was confused again that he as the bank Financial Center Manager did not take this seriously on how my bank accounts were comprised and the amounts that were attempted or went through on my accounts. ( Over {$21000.00} ) XXXX XXXX had XXXX XXXX ( Relationship Manager ) to assist me with filing the complaint and closing my business checking account and opening a new one. 
Complaint filed with Bank # XXXX I called the bank 6 times to get them to stop the fraud in addition to being in the bank for XXXX hours. 
Here are the calls identification number made to the bank : XXXX XXXX XXXX XXXX XXXX XXXX Contacted the bank today ( XX/XX/XXXX ) and they were not aware of the XXXX  charge and would file a claim for this even though I informed them of this on XX/XX/XXXX. 
Thank you, XXXX XXXX. XXXX ( 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