Consumer complaint received 2021-11-27
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 the XXXX of XX/XX/2021 I received an email at XXXX XXXX from Bank of America informing me that my account information had been changed and if it was not me to contact them. I immediately pulled up my account on my phone and confirmed someone had used my account credentials and changed my account information ( email address, phone number, security question etc ). I then immediately called Bank of America customer service and informed them that fraud was taking place on my account. They then tried to verify me against the information the fraudster had just put in even though I had already informed them someone had just changed the information on my account. They told me they could not assist me. I called them back immediately and try it again I informed them that someone had just changed the information on my account and it was not me. Again they tried to verify me against the fraudulent information and again they told me they would not help me. On call number XXXX they directed me to Bank of America to be verified by a teller with XXXX pieces of identification. When I left my house there was no new charges on my account. By the time I get to the bank with them on the phone Bank of America had given away {$5000.00} from my account by way of direct deposit funds transfer to a checking/savings account. On that day the XXXX of XX/XX/2021 I got to the Bank of America branch at XXXX XXXX and XXXX XXXX in XXXX, XXXX as soon as they opened at XXXX XXXX. I spent XXXX hours at that Bank 's location being verified by a teller to every person I was transferred to on the phone with Bank of America customer service. At XXXX when the Bank closed I went home Bank of America customer service informed me everything was taken care of and that they filed a claim for me. I called Bank of America 's customer service the next day XX/XX/2021 because they had not corrected the information on my account and I was locked out. They then directed me back to Bank of America. So on the XXXX of XX/XX/2021 I again spent the entire day at the Bank of America branch XXXX XXXX and XXXX XXXX from XXXX XXXX to XXXX XXXX. being verified by a teller to every person I was transferred to on the phone. After they had let me back into my account I asked for the claim number of the claim that was filed the previous day. At that point I was informed no one had filed a claim for me the previous day. So I filed another claim immediately. XXXX days go by I get the new card they sent and I think everything 's okay I use that new card for XXXX days on the third day I receive another email telling me my account information had been changed and if it wasn't me to contact Bank of America. So I pull up my account and confirmed yes again someone had changed the information on my account. I immediately call Bank of America customer service again with my account pulled up let them know someone had just again changed the information on my account they again directed me to Bank of America to be verified by a teller I kept them on the phone with me and changed the information back myself this time because I already knew they weren't going to do anything about it. So I successfully changed the fraudulent information to new secure information myself with them on the phone telling them every step of the way. After that they locked me out of my account and directed me back to Bank of America. Well I'm at the bank getting everything figured out with them again being verified by a teller with them on the phone I asked again for the claim number. And again they inform me no one had filed a claim for me. So again I file a claim with them at that point I was informed I would not get a claim number for XXXX week after I filed the claim. XXXX week later I called back and finally got a claim number. They informed me that my claim wasn't filed until the XXXX of XXXX XXXX it is now XXXX, XXXX XXXX I've called multiple times to check on this claim asking for the mandatory XXXX business day provisional credit. They tell me that it's up to their investigators and to just deal with it. I have received no correspondence whatsoever from Bank of America.

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