Consumer complaint received 2018-12-20
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MO
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
XXXX XXXX password would not work for online banking, had to change it, noticed debit charges I did not recognize. One for around {$51.00}, {$56.00}, XXXX, and {$1.00}. I looked up the merchant, and the charges were from XXXX. I havent left the county in 7 years. I Called immediately, they sent me an emergency card and charged {$15.00} for it, without notifying me there would even be a charge. Claims were made and I was informed it could take up to 90 days. 

XX/XX/XXXX ( same or next day I believe ) - password would not work again, reset it. A transfer has been made into my account for {$100.00}. I was connected to the fraud dept. and told the account would have a freeze while they investigated. Requested to close the account, and was denied due to the fraudulent activity. While verifying my information, the primary email on file was not one that I previously had or even heard of. The hackers were getting the verification codes sent to their email and changing my password. I immediately made a new email, said to take the mystery email off, and requested my original one be taken off the account completely, not even as a secondary or previous email. I was told it was taken care of. My third or fourth call to BOA, going through verification again, my email did not match the new one I provided and the old email was still showing on the account, as well as the frauds one. I was irritated and told the man it was supposed to be fixed, he assured me he fixed it this time. I was notified 2 weeks after this started by BOA about suspicious activity. A little late.. 

XXXX XXXX I received a statement with the debit card fee, as well as overdraft fees, I think around {$75.00}. I still have not heard anything about the claims, still unable to open a new account at BOA or any other bank, and my online access still will not work. I can not see anything going on. I call online banking the tell me I need to speak with fraud, transfer me, told no due to the ongoing investigation. I spoke with a customer service agent, who was very helpful. I told her that the was told the account was froze, which means no money in or out to my understanding, therefore I should not have any fees. She informed me the notes said I denied to put a freeze on the account I was NEVER even given an option or asked that question. Also, why would anybody not freeze an account when money was illegally taken from them. It makes zero sense. She assured me she put the freeze in and credited back the fees. She advised me I might want to transfer the {$100.00} that was transferred to my account, from another woman. She said that way if it turned out that I had an extra {$100.00} due to fraud, it would already be in there to be reversed and would bring me to a XXXX balance, in which I could close the account. I agreed and she transferred {$100.00} from my savings account. 

Late XXXX XXXX go into a branch and was told I didnt have to wait at all, and I opened a new checking account. Still unable to close the fraud one. 
Months go by and I received one letter stating one claim for {$56.00} was reversed. Still unable to use online banking, dor wither accounts, I have no idea if this is true, or what is even going on, and waiting to be notified about something, anything really. The entire time, especially since my last call, I am under the impression due to the freeze there is zero activity, nothing in or out, and is just sitting there until the claims and fraud stuff is resolved. 

XX/XX/XXXX, XXXX I receive a letter notifying me {$100.00} and some change was transferred on XX/XX/XXXX to the fraudulent account, and separate letter stating $ 176ish was transferred as well, on XX/XX/XXXX. I had almost {$300.00} taken from my current account within 3 days and was blindsided. Nonetheless, getting the letters 2 weeks after they did it. I immediately called to see why this happened and was told I had a negative balance of over {$600.00} in fees and maintenance, as well as it would be gong to a third party collector in 10-15 days or so. I asked how this was possible due to the freeze, and why I wasnt informed via mail, email, phone call, or anything this was taking place. The explanation was that an automatic payment from one company kept TRYING to go through. This company was never paid a single penny, it just basically got denied and returned and I got charged. It was the same company that I previously had over draft fees from. I told the rep I was previously informed nothing would be going on with the account, after transferring the {$100.00}. Apparently that was incorrect. I argued my situation, was very polite and calm, but definitely irritated and angry. I was in the phone for over 2 hours. The collections rep was very helpful and stayed on the phone with me the entire time. I wanted the transferred money put back. I am disgusted in how this has been handled, and that a large corporation has zero empathy or consideration, taking {$300.00} from a single parent right before XXXX. Living paycheck to paycheck, I have been put behind on bills and now have late fees. I also can not fice my son the XXXX I wanted to and that he deserves. I am the victim in all of this and have tried to do the right thing from the very beginning, even paying {$100.00}. I have been treated horrible and none of this has been my fault. The collections rep connected me with the fraud dep and they both showed 2 claims still open. We then all talked to the claims rep who said they were processed and finished in XXXX, and eventhing was credited back. She was very unprofessional and seemed as if she didnt have any information. I just have to go with it because I cant see what they did or didnt do. Who knows where the {$250.00} I originally had in there went, at this point its not even worth it. The communication has been a nightmare. How can 2 agents see open, unresolved claims, and just go with it when a coworker says it was completed without any information at all? I have been transferred all over and have had to tell my story again and again, except this last time, bc the agents are rude, and will not take the time to explain the situation. I have wound up in departments that have nothing to do with anything related to this. 
Finally the collections agent said she was going to try and help get some of the fees reversed and would put a request in to be reimbursed. She was able to get the total down and said I could transfer {$79.00} by XX/XX/XXXX and then close it in 1-2 business days. I was and am devastated and think its so unfair, but I agreed to settle. The request was denied, to figure, due to it being too close to being charged off. Its a joke. Had I known, I would have fixed this a long time ago. Basically if it was 30 days away instead of 10, they would have done it. I feel like I am in the twilight zone about how immoral and ridiculous this has been when I am the victim. They have acted as if I am a horrible customer that wrote bad check and constantly overdrafts. I have NEVER written a bad check for them, I dont even own checks. I have overdrafted maybe around 7-10 times, in which it was pulled from my savings account. All I have asked is to close the account and give me my money back. 

XXXX XXXX I call back again, another 2 hours and ask to speak with a manager because I am not ok with this at all. I agree to pay the {$80.00} but ask to please give me even half of my money back and they refuse. Transferred everywhere AGAIN, I speak with a rep that can credit me {$140.00} due to a hardship, I was very grateful and appreciative. Then I found out it has to go in the negative account. I said thats fine, then I can just transfer the difference from the {$79.00} to my other account and close it. Ir doesnt work that way. They take it off the full negative balance bc they cant see the settlement agreement and it isnt valid until paid. I said thank you, but it doesnt help me at all. I speak with another manager that says she can not do anything and my best option is to call customer service after the account is paid, and they might be able to credit back some fees. 

XXXX XXXX XXXX I email the president of BOA as well as a woman with the last name XXXX , apparently in charge of consumer complaints. I was contacted within 2 days by an escalations specialist regarding the email sent to the president. 

XXXX XXXX She reviews the notes and got back to me stating she had good news and would apply a {$230.00} credit. I was very happy. However, to the negative account again, just like a few days ago. I informed her I already transferred {$80.00} and the collections manager told me that would bring it to a XXXX  balance so there shouldnt even be a negative balance to credit. She said she did not see notes about the settlement arrangement, not surprised whatsoever, and she would contact the collections manager l. Whatever she was trying to do would leave me with a positive {$24.00} and change and she would credit that to my current account. {$24.00} doesnt help me pay my bills and late fees or bug XXXX gifts. Maybe just the gas to get there. She called me right back and said the transfer went through and she could close the account and would credit {$100.00} to my current account. I was very thankful. We closed the account and were done. So I thought. 

XXXX XXXX after a few hours it clicked that $ XXXX {$79.00} is equal to the original {$24.00} she suggested and I was unhappy with. She undermined me and just worded it differently, to make it seem as if I was actually getting help. 

I called her back late in the night and left her two voicemails. Now I am extremely angry. She tried to get over on me and treated me as if I was XXXX and she was helping. She did nothing but fuel my fire and now I am going to do everything in my power to get my money back. I told her to fix it NOW and get my money back. I am sending blast emails out again and I will keep doing it everyday to the president over and over until this is resolved in my favor. Again, I PAID {$80.00} and for what?!! I have made this very simple and have not been difficult and this is how I get treated. My next move will be to speak to a branch manager/president and I will keep going until I have my money. Thats all I have begged and pleaded and asked for, even while crying. I just want them to give me my {$300.00} back so I can take care of myself and my XXXX year old son. Thats chump change to them. 

The same escalations rep called me back 2 days later and left a voicemail. I called her back today ( XX/XX/XXXX ) and left a voicemail but have not heard back yet.

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