Consumer complaint received 2021-10-05
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:
Bank of America Complaint : XXXX. 

Disputed amount : USD {$2.00}. 

By means of this letter I let you know that I was the object of a fraud in the accounts I hold with you since the year XXXX. 
On XX/XX/XXXX a fraud was carried out on my account by a total amount of USD {$2000.00} which started by a non-authorized funds transfer from my account XXXX XXXX XXXX  XXXX for an amount of XXXX  {$2.00} to my account XXXX XXXX XXXX XXXX said transaction was made through a phone call to the call center with the assistance of a telephone agent. This non-authorized transaction has caused me endless problems, case registers and phone calls to the bank get my money reimbursed and yet this hasnt been possible. It is important to comment that I can not take responsibility for a transaction I never requested. I do not quite understand how someone impersonates me to the bank and manages to make a transfer from an account to another. I as a Bank of America costumer did not receive any alarm nor notification of said transaction, and I notice of them due to the alarm system of my funds being under {$100.00}. When receiving said email I contacted the bank as soon as possible, 3 hours after the transaction and notified the irregularity of it, unfortunately, though two consumptions had already been made with a debit card that never came into my hands, XXXX XXXX XXXX XXXX one by USD {$1800.00} and another one by {$280.00} plus transaction fee {$56.00} and {$8.00}. The consumptions were made from a point of sale located in the country XXXX. For the moment I feel deeply disappointed and disrespected as a person and as a Bank of America client, because after several complaints I havent received a favorable and concrete response. During the committed fraud there were endless Bank of America service mistakes : To not guarantee that a debit card reaches its destiny To not provide a tracking number or order to verify the debit card status To not notify about the debit card status on the way To let a debit card be fraudulently activated, or even worse sending an already activated debit card To make a fund transfer through telephone without requesting necessary information or falling into a scam. 
To authorize elevated amount transactions ( that emptied my account ), without holding the money, freeze the accounts or without asking for an authorization via telephone or email. 
Finally, corroborating my call history, you will be able to verify that for more than three years all my phone calls related to my two accounts have been made from XXXX. As well as all the transactions made in the last three years mainly funds transfer XXXX, online consumptions in American stores and in points of sale transactions in XXXX mainly with the credit card. 
I invite you to verify your information and prove my fraud case using information as : My voice tone and my accent in the calls made to Bank of America. 
The phone numbers used in said calls ( All numbers located in XXXX ). 
My recent consumption history ( small amounts, online consumptions, XXXX  transfers, consumptions in XXXX ). 
I honestly wish for this case to be resolved in the best manner possible since I have been a Bank of America client for 4 years and by the moments, I havent had any complaints, nor problem with your services, I hope to be appreciated and respected as a client and I trust you will seek the best way to solve my case. I am willing to provide any needed information to collaborate with the case and wait for prompt solution. 
To this situation I have the following questions : How was it managed to make a transfer from one account to another without my authorization? 
How someone that calls to the bank impersonating me manages to make a transfer through telephone with the assistance of an agent? 
What was the agent security protocol to authorize that transaction? 
For such transactions there is no internet banking service? 
The consumption was made in a country I have never made a consumption. How was the transaction authorized so easily? 
How someone manages to activate a debit card without my personal information? 


Transaction made in both accounts. XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX Account : XXXX XXXX XXXX XXXX Starting balance XXXX XXXX Date : XX/XX/XXXX Transfer made without my authorization to the : XXXX XXXX XXXX XXXX account -USD XXXX Account : XXXX XXXX XXXX XXXX Date : XX/XX/XXXX Starting balance XXXX : XXXX Transfer made without my authorization from the XXXX account +USD XXXX Two consumptions had already been made with a debit card without my authorization from the XXXX account XXXX in progress XXXX in progress Date : XX/XX/XXXX XXXX in progress XXXX in progress Date : XX/XX/XXXX XXXX XXXX XXXX  XXXX XXXX consumption XXXX Transaction Fee XXXX Transaction Fee Total transactions made Account : XXXX XXXX XXXX XXXX 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 explanation