Consumer complaint received 2021-09-16
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/2021 While at a local Bank of America atm I was notified that my debit card was locked and to call them. I did so immediately. Id come to find out that between XXXX and XXXX there was 20 unauthorized charges made to my checking account in the amount of {$2100.00}. 
I was in complete shock, even more so as I realized that I had NOT received 1 text alert, email, call etc. from the bank. I only discovered this because I attempted to use the ATM. Bank of America obviously knew there was unusual, possibly fraud taking place since they put a lock on my debit card, but completely failed to reach out in all the ways they advertise to keep my money safe & secure. 

I immediately contacted the number supplied to me through the atm. I spent over an hour going through the charges and filing the official claim with the bank representative. 
The bank has 10 days to complete the investigation or give me a temporary credit. 
Like clock work the bank didnt give me back my temporary credit money until the XXXX day which was XXXX. 
From XXXX to XXXX I did not hear anything from the bank. I checked my online message center for any updates and it was just always in progress. 
On XXXX I received the only text alert so far sent to me by the bank telling me to check my message center for a letter about the status of my claim. 
It said they were unable to approve my claim due to not receiving requested documentation or it was incomplete. 
Immediately calling the bank and reciting everything to the rep. I was then told that they were sure my issue would be resolved and I would get my money back if I submitted a filed police report and a statement from myself. Obviously I asked the question of why it was not asked to do this from the start. I was not given an answer. So as I finished up that call with the representative and in the following days got those documents together. 
Today XXXX I went ahead and went into a local branch of Bank of America and spoke with a manager explaining the entire situation and asking if there was anything I could do to get this resolved very quickly. The manager was very empathetic as I was now in tears in her office recounting the events and recounting all the major hardships this issue has now caused myself and my family and is now set to cause further problems as bills become due and the bank withdrew back the money they refunded me initially with the temporary credit. 

I feel I have now been victimized twice, this time by my financial institution who is suppose to be on my side and claims up and down all the things they proclaim to do to keep my money safe from situations like this. 

My brand new granddaughter and niece are to visit for 3 days this coming weekend and I have XXXX money. I cant believe this is happening, still. 
Especially with the way society is today and what weve had to endure this last year. 
I have had several close people get very sick and even die around me and now this. Theres only so much a person can take. 

Please, Please help me! It would be greatly appreciated. I know Im probably asking for a miracle, but today is Wednesday XXXX and I really need this money to pay my rent and utilities and need it by Friday or this weekend. 

I have filed a complaint with the consumer protection bureau agency and the FDIC And will plan to file many more as I learn who I can file with. 

Thank you for your time and attention to this. I really appreciate that this agency exists for the consumer. 

Regards, XXXX 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 monetary relief