Consumer complaint received 2022-01-13
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:
I was issued a Bank of America prepaid CA EDD visa debit card that has no security chip. 
On XX/XX/2021 I found 2 unauthorized inquiries and 2 unauthorized withdrawals totaling {$2000.00} had been withdrawn from XXXX XXXX Bank of America ATMs from my account. 

Withdrawal # XXXX XX/XX/2021 {$1000.00} Bank Of America ATM Withdrawal # XXXX XX/XX/2021 {$1000.00} Bank of America ATM The same day I was aware of this, I requested a new card and filed a claim with Bank of America claims department. I asked about getting a provisional credit and was told I had to wait up to 90 days for Bank of America to investigate and decide if my money would be returned to me. I was told Bank of America would mail a letter with their decision to me. I was not informed of anything else. I waited more than 90 days and did not recieve any mail at all from Bank of America. On XXXX XXXX I called the claims dept. and asked for an update and was informed my claim had already been denied and closed, I received no letter, no phone call, no text msg, no email informing me of their decision. XX/XX/2021 I reopened the claim and was given a new claim number, this time it was suggested that filing a police report would help my case and I should call them back with the police report number. I did that. I called back another day and was told the claim had been closed again. I received no communication of any sort from Bank of America informing me of this. I repeatedly called on different days with questions that the reps had no idea how to answer and a few times I was hung up on. On XX/XX/2021 the claim was reopened and was asked to fax in the police report. XX/XX/2021 I faxed into the claims dept. police report, a letter from me disputing the fraudulent bank transactions and a copy of my CA drivers license. In my letter of dispute I stated My rights, according to regulation E and consistent with federal law and pursuant to Bank of America and Visa 's zero liability policy, have been violated. I also requested they send me the information that was used in my claim, I have not received anything from BofA. I called back on XX/XX/2021 and was told the claim had already been denied. I reopened the claim and again was asked to fax in the same documents as before, I faxed it all in again. I have still not received any format of communication from Bank of America informing me of anything. Every couple of days I called in for an update and was told their was no new notes. The claim was denied again and reopened again this time claims dept. told me they have photos and video footage of me making the withdrawals, I requested to view the photos and video because they are wrong and it is not me in the photos and video. They told me someone from BofA would call me to schedule an appointment for me to view this footage. Days went by and no one from BofA called me. I called claims dept. to ask about the appointment and was told the claim had been denied and closed and I would receive a letter in the mail. On XX/XX/2021 I asked to reopen the claim and was told I could not, I asked for supervisor and was told NO they could not help me. The rep informed me the only way to reopen the claim is with new information. The rep told me since the claim was denied before I viewed the footage, I could go to my local BofA branch and ask to view it and then file a new police report with the new information and repoen the claim that way. The next day I went to a Bank of America branch and was told they had not been notified of any viewing and could not help me. I called the claims dept. told them everything that happened and then after being on hold a number of times the rep reopened the claim and said I had to go to my local police dept. and request the police dept. get the footage so that I can view it and then file a new police report. Please help me get my money back, this has gone on for too long and I feel like ive been treated unfairly and with so much misinformation from the people who work for BofA claims department.

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