Consumer complaint received 2022-01-18
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I was a victim of fraud and I filed claims as I was instructed to do so. I was also told to open another account, transfer my funds over, and order a debit card so I would have access to my money while I wait for the claims to be investigated which I have. Turns out I was given the wrong information. All of my accounts are in the process of being closed out and I have no access to any of my funds. I recently lost my job so I am currently not working. I have called my bank everyday for the last 3 weeks and explained to them that this is a hardship on me. All of my bills are behind, lates fees, are accumulating, and I have no means to provide for myself or my family. I have asked that the claims be expedited more than 10 times now and nothing has been done. Nobody has offered me any kind of assistance. All I have been told is to wait 60 days for the claim to be completed even after I have explained to them I can not realistically wait that long. I have called the bank on an everyday basis because I have no other way to get updates on my claims unless I call. I have spoke with XXXX ( Texas ) several times about my account and asked to speak to a manager. XXXX has been really disrespectful and given me a hard time with my request. I have asked for her name and information, to which she lied and said she was located in California. I spoke with XXXX manager as well in XXXX XXXX XXXX XXXX ( Texas ). 

I have asked to have access to some of my funds so I can continue to pay bills and survive while the bank is working on the claims. I am a victim of fraud but being treated as if Im a XXXX. I need some type of assistance. I have expedited these claims several times but keep being told to wait. Im not sure if its because of XXXX  but I have not felt like they care about me or my wellbeing and I have been banking with them since 2013. 

I recently contacted the bank and was told my claim had been denied due to the person having my bank card and using my pin. I have asked that the bank reevaluate this decision as there are cameras at the ATM and at the banking facility in XXXX where the money was withdrawn from a teller. I have also provided documentation of my XXXX recording someone sticking there hands in my gate and taking my bank card that was ordered. I was awarded the {$1000.00} they took from the ATM but my claims for the check fraud was denied which is confusing. The person who took the money out the ATM was the same person who went into the banking facility and withdrew {$2200.00} in one transaction and {$2300.00} in another transaction right after. So how could you only rule in my favor for the ATM withdraw and not the Teller withdraw that I did not do or authorized. I have asked the bank to reconsider there decision on several occasions and the results have not changed. I have provided all the documentation I can possibly give to prove my innocence. The bank has even taken my money out my savings account to cover the negative balance that I had nothing to do with.

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