Consumer complaint received 2018-09-26
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
My Bank of America checking account was hacked and the following 2 letters should describe what happened. 

This letter dated XX/XX/XXXX was sent to me on XX/XX/XXXX. 

XX/XX/2018 XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX Regarding account number ending in XXXX Regarding claim number XXXX XXXX XXXX XXXX : Weve completed our investigation of your above referenced claim and based on our findings, were unable to honor the claim because the transaction was authorized by you. If at any time you give your Online ID or Passcode to someone, personal or business ; that person or entity is authorized, by you, to perform that transaction. Youre also authorizing that person or entity to perform any future transactions unless you notify us, in writing, that theyre no longer authorized, or you change your Online ID or Passcode so the person or entity no longer has access to the account. As a result, were respectfully denying your claim.

What you need to know We based our decision on our records and the information you provided when you contacted us about your account.If you have additional information pertaining to the transaction ( s ), please contact us at the toll-free number listed below.

You may request copies of the documents used in our investigation and well mail the information to you for your records.

We now consider this claim closed. 

Were here to help Please call us toll-free at XXXX, Monday through Friday between the hours of XXXX XXXX. to XXXX XXXX. Eastern, if you have any questions. 

Fraud and Claims On XX/XX/XXXX at XXXX after speaking to the Fraud department at BOA again, they said that I would get some response within 48 hours, which I have not as of this writing.

Regarding account number ending in :XXXX Regarding claim number XXXX Attention XXXX XXXX, My checking account was hacked on XX/XX/XXXX ( the first incident ), and I found out about it on XX/XX/XXXX of this year. I immediately contacted your Fraud department as soon as I found out and put a hold on my checking account and then on the XXXX opened another checking account. I received a letter from your Fraud and claims department on XX/XX/XXXX that was dated XX/XX/XXXX! My claim was denied the letter says because I gave my Online ID and Passcode to someone. I never gave this information to anybody ever, not even to my son, XXXX XXXX, who is a joint owner of the account. I also changed my Online ID and Passcode as soon as I found out that I was hacked. 
After receiving that letter on XX/XX/XXXX, I spoke to the Fraud department again with this information and asked them to reopen my case. I also spoke to your Fraud department again on XX/XX/XXXX, with no answers to my questions. I am formally requesting the following information. 
1. Copies of the documents used in your investigation.

2. My son, XXXX XXXX who is a co-owner on this account noticed this obviously suspicious activity on XX/XX/XXXX and let me know immediately after him seeing it. I was driving at the time and immediately pulled over to call your fraud department. Banks are duty bound to notify clients of fraudulent and or suspicious transactions, why was I not called? 
3. Why was my account ending in # XXXX closed and removed from my access with this case still pending?

4. These three transactions were very suspicious in respect to the amounts ( which is just under {$2500.00} ), who they went to ( no previous transactions with these 2 individuals ) and the frequency of these transactions in such a short period of time.

5. Did you notify XXXX XXXX XXXX  of the alleged fraud and ask them to hold the money? 
6. I need to know what XXXX XXXX and XXXX XXXX said about these transactionsI dont know these two individuals.

7. I notified the Fraud department on the XXXX and a transaction to XXXX XXXX was only pending at that time. In fact, it was still pending on XX/XX/XXXX. Why was that money not stopped? 

XXXX XXXX XXXX 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 explanation