Consumer complaint received 2021-11-02
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem with a purchase or transfer
Sub-issue: Charged for a purchase or transfer you did not make with the card

Complaint:
This is a continuing complaint about how Bank of America is trying to avoid responsibility and mistreat fraud victims. 
( The previous complaint ID is XXXX and the complaint is as follows. 
This is about Bank of America EDD benefit debit card. Like so many other victims, my unemployment benefit money was stolen from my Bank of America Debit Card. Someone either hacked into my account or more likely because of Bank of America system issues or internal staff issue, someone had accessed my account and transferred XXXX on XX/XX/XXXX to an unknown account. ( To this day, I don't know the account information, since it is blocked when I logged into my account ). I filed claim with B of A, got the credit. However, after about a month or so, B of A sent me a letter, saying the bank did not do anything wrong so the credit was reversed without any investigation. I called and requested to reopen the claim and after about a month or so, got another letter saying the money was transferred by either an authorized user or someone I gave my online information. I asked them to send me the proof and let me know who the authorized user is to no avail. Of course, they do not have any proof because they are simply playing the game without any investigation. They need to do something to catch the real criminal who commit the fraud instead of blaming the victim. ) Bank of Americas investigator contacted me, repeated the some nonsense and denied wrongdoing, After I demanded proof of their investigation, he told me that since I believed this was a fraud, I should file a fraud claim not dispute the charge ( which is ridiculous since every customer service rep that I spoke to was told it was a fraud and I was advised to file police report and send it to them ) So if this was an error, it was not my error, but Bank of Americas most likely intentional error. Having said that the representative transferred me to the so- called Fraud department and I repeated my stories again for the who knows how many times and filed a new claim. This happened on XX/XX/2021. 

( Here is what the investigators response from the previous complaint. 
" During our telephone conversation on XX/XX/2021, you expressed concern that the transaction listed above is not a billing dispute but a fraudulent transaction. I transfer you to our Fraud Department to open a new Fraud claim. For further questions, please contact our Fraud Department at XXXX, Monday through Friday, XXXX XXXX to XXXX XXXX. Eastern '' ) On XX/XX/2021, I called XXXX, trying to check the status of my new claim and was only to be told that the new claim was denied because it was a duplicate claim. What a joke! 
It was the investigator who told me that the initial claim was filed incorrectly and a new fraud claim should be filed, here again it was denied because it was duplicate. I dont know how can a bank operate business like this. 

I will continue to fight until this is resolved. Bank of America has the obligation to investigate the fraud criminal. I am a Bank of America client for over a decade, having checking saving, retirement, investment accounts. Bank of America owes me the money, my wasted time and more important an answer to a loyal client.

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