Consumer complaint received 2021-11-07
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/XXXX I called Bank of America and reported my Debit card missing. 

After that as far as I knew my XXXX account was frozen and I was unable to access any money in my account until I completed the XXXX Id me for verifying my identity, I went to the XXXX DMV paid for my id, I never received it, again in XXXX. 
Again I did not receive it, I went again to the DMV in XXXX and this time my roommate XXXX XXXX volunteered to get a po box XXXX XXXX stated my id never came to her po box . 
In XXXX I went to the DMV and got my ID I was not able to prove my identity on the XXXX  XXXX web site for XXXX I had to reach the XXXX by telephone. On XXXX I finally got thru to speak with an XXXX clerk and explain I have never received notifications about being disqualified I was the able to appeal my disqualification. 
I won my appeal on XX/XX/XXXX identity verified On XX/XX/XXXX I learned that the {$11000.00} had been stolen I listened to what the Bank of America Claims Represented told me I had to do and did exactly what was recommended to remedy the situation. 
I was issued a claim number XXXX for {$11000.00}. I had literally went over ever single transaction that was not me with the claim operator. 
I was told not to worry that regardless if the investigation was pending or otherwise, I would have my money back in 10 days. 
I wrote this down word for word, and it is in the XXXX  XXXX XXXX recorded conversations. 
I called a few days later to be told there was no fax attached or that the claims operator could not see one attached report to my claim. I said Ill fax it again, it was at that time I found out that I had been given the wrong fax number. I also learned my claim had been changed and now I had two claim numbers, XXXX for {$6000.00} and XXXX for {$2200.00}. I questioned where was the {$3600.00} and was there a third claim number? This time I went to XXXX  XXXX and paid {$8.00} and printed out my Official Sheriffs report of the crime and faxed it over to Bank of America. 
I have filed 3 Sheriffs reports with XXXX XXXX XXXX Department : XX/XX/XXXX report # XXXX and added a supplemental report added to # XXXX on XXXX for fraud. Report # XXXX for my 3 California ID cards that were stolen. 
I was then advised by this claims operator I had to re-fax my new report to Bank of America, or my claim would be closed or denied. I am now being advised by Bank of America Rep. to file a reconsideration and to have the claim escalated. 
I was told I now have 5 claims : Claim XXXX for {$6000.00} Claim XXXX for {$2200.00} Claim XXXX for {$1000.00} Claim XXXX for {$1400.00} Claim XXXX for {$1200.00}. 
I then reported that I also had concerns because the online website for the XXXX debit card was displaying the last 4 digits of XXXX XXXX telephone number as one of the options to receive a onetime passcode to log into my online account, ( my email address is the other listed option ) and that I wanted it removed from the site, I was advised to leave it so the police department can use it as evidence for my case. 
I was also told that since the card was used at 31 off site ATM machines and that most offsite ATMs do not have cameras. And this could be the reason my claim was being denied. 
That brings me to next reason to suspect my roommate XXXX XXXX, she has family that she visits in XXXX California and one of the ATM transactions was committed n XXXX California at the Bank of America. 
I ask that the XXXX XXXX XXXX Department and the Bank of America to reconsider my claim and to not hesitate to reach out to me if more information is needed. 
XXXX XXXX 's is becoming hostile and threatens me, telling me no one will believe me, and she has got away with stealing my money and that there is nothing I can do about it! She is also trying to have me evicted from the apartment. 
I am fearful of retaliation and afraid she is going to hurt me and my animals. 
Reference number for my identity theft report I have filed with the XXXX is # XXXX. 

Bank of America has denied all 5 of my claims!

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