Consumer complaint received 2020-12-01
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
On XX/XX/XXXX and XXXX, I had two transactions of {$1000.00} each at two different atms. It was a cash withdrawal at bank of americas own atms. One was done on XX/XX/XXXX at Bank of America XXXX # XXXX in XXXX, CA for the amount of {$1000.00}. The other one was done on XX/XX/XXXX at Bank of America XXXX and XXXX in XXXX XXXX, CA for another {$1000.00}. Both of these transactions were done over the weekend and I saw the transactions thru the app on sunday night. On monday XX/XX/XXXX, I went ahead and called Bank of America to file a claim and was on hold for hours and and stayed on hold until past XXXX XXXX and then realizing that they have closed since I'm on pacific time and they are on eastern time. The next day XX/XX/XXXX, I went ahead and called again and after being on hold for another 2 hours, I was finally able to file my first claim. They asked me a few questions and told me that someone would get back to me to ask any other questions to investigate the claim. I waited about 3 weeks when I got a letter in the mail. The letter was typed on XX/XX/2020 and stated that the claim was closed because they believed the account of the claim have been the subject of fraud or suspicious activity. It told me to call the same number again if I would like to reopen the calim or request any documentation or information regarding the determination. So I went ahead and called the phone number again and stayed on hold for almost 4 hours. This time I told them that I need to know why they came to this conclusion and no one had an answer for me and I kept getting transferred to different people but no one had an answer. Then one lady said that she would just start another claim. So again I went thru the whole process of opening up another claim and answered the same questions and a couple weeks later I received another letter. This letter was dated XX/XX/2020. The letter stated the same exact thing. There was no type of investigation even done because if there were they would have at least called me and asked me more questions or asked me what i look like. The atms over there all have cameras, especially since they are bank of america atms. After reading many news articles online from the XXXX  area, there were a lot of people that this happened to in the same way and they kept getting the same letter as me and no answers. I have no idea what else to do to get my money back. {$2000.00} is a lot of money that i need right now, especially since there hasnt been any kind of stimulus bill passed. I am going to call again to try and see what documentation or information they have regarding their determination but will probably end up filing another claim. This is ridiculous especially since they know this happened to so many other people in the same exact way and on top of the that they have a zero fraud liability. When I filed this complaint, it didnt ask for any of my contact information for you guys so my name is XXXX XXXX and my email is XXXX and phone number is 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