Consumer complaint received 2019-04-25
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:
Re : Debit Card ending in XXXX I have been reading recently that major banks are not doing the right thing for customers when it comes to fraudulent account activity. 
I am submitting this complaint to the CFPB since I have been unsuccessful in resolving my claims of fraudulent activity with Bank of America. Bank of America is the Issuer of the XXXX XXXX XXXX XXXX in question. Since I know that the CFPB oversees Banks to ensure that Banks do not allow unfair and deceptive practices to occur, I am requesting your intervention. 
Also, I am confident that Bank of Americas historical transaction records would show that other cardholders also had fraud perpetrated against them, during the time-frame in questions, at common, compromised locations. 
On XX/XX/2017, I made a {$24.00} purchase at XXXX XXXX, XXXX XXXX XXXX, XXXX, CA XXXX. 
On XX/XX/2017, a series of withdrawals began on my card ending in XXXX : XX/XX/17 : {$400.00} ATM Withdrawal from XXXX XXXX in XXXX XXXX, CA XX/XX/17 : {$46.00} XXXX XXXX XXXX, XXXX, CA CONSECUTIVE OUT OF AREA WITHDRAWALS : XX/XX/17 : {$1.00} Bank of America ATM Fee XX/XX/17 : {$200.00} XXXX XXXX ATM Withdrawal, XXXX, CA XXXX XXXX   XX/XX/17 : {$260.00} XXXX XXXX ATM Withdrawal, XXXX, CA XXXX XXXX XX/XX/17 : {$0.00} Balance inquiry-XXXX XXXX XX/XX/17 : {$0.00} Balance inquiry- XXXX XXXXXXXX In conversations with personnel at both gas stations ( XXXX and XXXX ), and bank claim reps, heres what I have learned since the incident originally occurred : It was determined that ( 1 ) There were known skimming devices at the XXXX XXXX station and ( 2 ) There were a rash of fraudulent withdrawals performed at ATMs along XXXX XXXX and in/near the XXXX , California area. 
If the Bank were to have actually researched my claims, they would have seen that this activity which was fraud, was out of pattern for me. They should also have connected the dots, when receiving claims from other cardholders, which would have been a red flag of a card compromise. 

My experience in getting a replacement card was interesting as well. When I filed the claims, B of A overnighted a replacement card to me which implies they knew there was a problem and needed to quickly shut down the card. In the past when Ive requested a replacement card, Ive been told it will take 7-10 days. 
I reported this fraud promptly especially since my hard-earned money had been stolen from me. 
I also feel like the bank put up roadblocks when they told me to file Police Reports. report. This sentiment was reinforced when I tried to file police reports in XXXX and XXXX ( The town of XXXX, CA, was a XXXX XXXX drive from where I live ). The police would not file reports, took some basic information as to where the withdrawals occurred and indicated they would get back to me if they found anything. I never heard back. 
It seems that B of A was trying to deflect my claim of unauthorized transactions, to law enforcement ; when in reality, there was NOTHING that the local police could do. 
I was, and still am in shock that I received a letter stating no error occurred. 
It is reasonable to conclude that Bank of America had knowledge of the compromised locations involving multiple customers, and decided to deny claims so they didnt have to pay them.

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