Consumer complaint received 2019-08-08
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
Hi, I got out of business due to the lack of responsibility of Bank of America to protect my money and very weak investigation system. 
I was a victim of identity theft in XXXX and XXXX which made a lot of trouble for me, in XXXX in XX/XX/XXXX I have noticed a few unauthorized transactions in my bank account, Immediately I report it to Bank of America and a few days later when I called to follow up, I noticed the agent in the fraud department didn't even report that unauthorized activity. 
Again I report it and in the XX/XX/XXXX, I was able to take provisional credit, representative of Bank of America told me I will receive my new card in 10 days, but I have not received any cards or any sort of letter in my USPS mailbox. Until in XX/XX/XXXX which I noticed my bank account balance dropped from {$1600.00} to - {$900.00}, I called the bank Immediately and asked them what happened and a lady named " XXXX '' who introduced herself as a manager of  whole fraud department told me, we closed this case against you because we didn't have enough evidence. I started to explain that they needed to send me a letter and ask me for more evidence before closing the case and she replied this is the way they wanted to take action for this case and there is no rule. While she was yelling at me she told me you have logged-in in internet bank after that fraud transaction, and I asked was it from my IP address and she again starts to yell at me and told me we will review every case as their wish, while all of the transactions were made online and I didn't know who did that. She was asking me for more evidence and I didn't know what kind of evidence do I have to provide to show I didn't buy a ticket or I didn't authorize a purchase, and even if they need evidence why are they asking me after the investigation is done and not during the investigation. 
So she started to yell at me again and I had to hang up the phone due to her yelling, the whole amount that was taken from my bank account was {$2100.00} and it was out of the country. 
The other account of mine in Bank of America got hacked and someone used XXXX to take {$15000.00} out of my bank account, when I notice that I asked Bank of America to put a hold in my Bank Account and they wasted one week on mine to put a hold in my bank account, because I had to call them a few times a day to reach someone who can put a hold in my bank account, this theft happened on XX/XX/XXXX and from that time, Bank of America is telling me they need 14 days to investigate on this, due to their lack of following up the legal process of disputing, I couldn't have access to the main source of my company and I got out of business in XX/XX/XXXX and when I called them, they told me they need 14 days to investigate on this. 
Also on the same account, it was a check fraud that was {$2000.00} and not authorized with me which got cashed out on XX/XX/XXXX, and Bank of America is refusing to give me any credit for stolen money.

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