Consumer complaint received 2020-10-03
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Unexpected or other fees

Complaint:
XX/XX/XXXXon my bank statement shows a mysterious transaction in which someone or somebody went to a ATM of in the city of XXXX California and checked the balance in my account no money was withdrawal. 

XX/XX/XXXX I go use the ATM across from where I reside in the city of XXXX California. I couldn't withdrawal money On the receipt in which I have as part of my evidence said " that I " already reach the limit of withdrawals for the day '' XX/XX/XXXX I quickly called the bank and {$1000.00} where withdrawan from my account in the city of XXXX california. When I had the card with me all day long, neither have I gone to those cities I only have one debit card. 

XX/XX/XXXX I spoke to a representative of the bank around XXXX told them about what happened when I went to used the ATM that's a cross the street from me. 
The card was cancel and I was sent a new cardXX/XX/XXXXI called the bank to put my claim of fraud because someone has access to my account, once I spoke with the bank costumer service. I was told the following 1 ) I would get transfer to the Fraud Dept ... after I got switch an answering machine goea '' All circuit are busy now message " '' '' '' ' 2 ) a female operator answer and said to call back in an hour or so because the system is down. Their website did not said anything about maintenance the system 3 ) a male operator while verifing my information asked me for my security question and he said " no '' that's not it let me transfer you.. call get disconected 4 ) I speak to a female representative and gets quiet silence so I go hello.. hello. Can you hear me..hello over and over I say it ..silence for 20 second or so then I hear the representative going at this moment we can not heard you please call back '' I keep saying hello miss I can heard you 5 ) I get transfer to frauds " all circuits are busy now " I get disconected A total of 7 calls were made from XXXX to XXXX XX/XX/2020 I called 3 times between XXXX XXXX XXXX XXXX XXXX I got the message " all circuits are busy now to let me transfer you to Frauds Delay ...

After 30 minutes on hold I explain the operator and tells me let me transfer you. In which State? Then she goes I'm transferring you now .... Just for the call to get disconected I tell the bank that there's been debit card fraud someone stole information of me and uses it to commit fraud ... The operator goes since you don't have a checking account there's nothing he can do to help me. " Your account was not open by you coming to the bank, and opening a checking account, your account was given to me.. 

Here 's a bank who someone or somebody stole information of me took {$1000.00} from my account no help? I'm a XXXX  citizen, I'm a human being with rights like all of us.

This bank costumer service cover their eyes and closes their ears for two days I been trying to put a claim for identify theft in which a fraud was made and was committed while I had the card with me at all times. Neither have I gone to those two cities.

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