Consumer complaint received 2019-02-27
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:
It is an extremely long story so let me try to give you the essential aspects. There is a more detailed recollection of the incident included in the attached documents, which i also attempted to send the bank for a dispute of their denial. 

On XX/XX/XXXX, i lost some belongings, more than likely at a fueling station, including my cellular phone as well as my wallet. Now when i attempted to make a call about 30 min after, i noticed my phone was missing. I then noticed my wallet gone as well. I called the gas station immediately to inquire if they found anything on the premises. Unfortunately there was nothing found. I proceeded to contact XXXX ( aprox XXXX ) and suspend my line and report my phone lost. Upon completion of that call, I contacted Bank of America to turn off my card as I did not have access to my online or mobile banking. It was during this call that I was informed of some charges that occurred that very day. There were 2 consecutive transactions at the same store ( XXXX at XXXX, XXXX ) for the total amount of {$5900.00}. Upon verifying that those charges were in fact fraudulent, and unauthorized, the fraud department initiated a claim, and I was also escalated to speak to a supervisor ( XXXX XXXX, Claim Dept. Tennessee [ Aprox. XXXX ] ), and was informed about the process of the claim. I was told to keep an eye on the mail for any further required documentation. After about 11 days, without hearing or receiving anything, I contacted the bank once again, and was told the claim was denied on XX/XX/XXXX. I was then told I was able to file a response for reconsideration along with any documentation that I may have obtained in regards to the matter. Since then, I have contacted XXXX and I have printed record of the date my phone number was suspended due to loss. I have also contacted XXXX/XXXX Sheriff department to initiate a police report on the incident as well. I was put in touch with Officer XXXX ( XXXX, XX/XX/XXXX, ). Officer XXXX took a detailed statement of the incident and informed me to contact BofA as well as The XXXX XXXX  at which the charges occurred and acquire some necessary information. I was told to call XXXX and inquire about their surveillance system, if they had one, and if so, how long before it loops. I spoke to a representative ( XXXX, Inventory Team [ aprox XXXX ] ) and was told that they could not disclose any of this information to civilians/customers. I proceeded to contact Bank of America to obtain the time these charges in question had occurred ( contacted customer service roughly XXXX ). Upon gathering of this information, I then contacted officer XXXX once again, and relayed this information. She then informed me that the file was going to be sent over to the XXXX Police Department for them to complete the report. Unfortunately, she stated it could take an upward of 2 weeks to complete due to the High volume of fraud occurrence cases. Considering this is a business account which I have dedicated much of my time and every dollar I had, in hopes of establishing myself, I do not know how long I will be able to wait for this issue to be resolved. I pray and hope that this issue, along with these documents and this statement, will be sufficient enough for BofA to help me with this issue of identity theft. 

I have made 2 attempts to fax over the requested documents to the number provided, the initial fax took place on XX/XX/XXXX through a third party app which provides confirmation of delivery. I waited a few days and then contacted Bank of America and asked if they had received the documents, i was told they had not, and was recommended to visit a local branch and have them fax it over on my behalf. I then visited a local Bank of America branch on XX/XX/XXXX. I then again waited a couple days and contacted them to confirm they received them. I was told that they did not receive them and to keep waiting. I contacted them again on XX/XX/XXXX with no good news to be heard. I was told they still have not recieved the documents and was actually beginning to feel like theyre giving me the runaround. I have not heard back from them and i honestly need this issue to be resolved immidetely and am hoping with the help of the CFPB, that will be a possibility.

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 monetary relief