Consumer complaint received 2019-04-09
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I have been a Bank of America customer for many years. I have excellent credit score and rating and have always been very responsible in my finances. On Saturday XX/XX/2019 I logged onto my Bank of America checking account to pay a bill and found some unauthorized XXXX transactions ranging from {$450.00} up to {$1000.00} withdrawn from my checking account. The unauthorized transactions began on Friday XX/XX/2019. I called Bank of Americas customer service number immediately to report the fraudulent activities ; however, their customer service number was closed on the weekend. I had to wait until Monday XXXX to call and report it. In the meantime, money continued to be withdrawn on the weekend and on Monday XXXX. A total of nine withdrawals were done through XXXX transactions on from my checking account and totaling in the amount of {$6500.00}. I had to call during work and was on the phone for about two hours being on hold and talking to the agent. I answered all their questions honestly and reported exactly what happened. Bank of America then froze my account and said they will be investigating the claim. While my account was frozen, all the autopay and checks I've made came back to me as non-sufficient funds. On top of all the fees that incurred, I also could not access the money in that checking account to pay bills. After waiting about a month and not hearing back from Bank of America, I called to check on the status of the investigation. I was then told that they had closed the case. I asked why and why was I not informed of the decision. They said a letter was mailed but I had never received the letter. They then informed me the reason was the transfers were made from the same device that was made in previous transactions. I did not agree with the decision because I believe that my computer was compromised with malware and asked how to reopen the investigation. The agent said I need to get my virus protection company to prove that there was malware on my computer. I also asked for the claim letter to be resent and e-mailed to me. 

I contacted XXXX and had them checked my computer and they did find some malware that infected my desktop. I called Bank of America to check on the status of the letter that I still have not received. I also stated that I had my computer checked but they then said it was my phone that was compromised. I then asked how to check whether my phone was hacked. The agent then informed me to go to my cell phone provider and asked for a " spoof and compromise test '' on my phone. I immediately went to my cell phone provide to get my phone tested. However, no one at XXXX, my cell phone provider, have heard of the test and refused to even talk to me about it. 

By then, I felt like I was given the run around by Bank of America and by XXXX. I then filed a police report and any agency I can find to complain and see if there is any one in the same situation who can help. I finally received the letter about the investigation on the claim only after calling many times and requesting for it.

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