Consumer complaint received 2021-05-09
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Unexpected or other fees

Complaint:
In XX/XX/2020 I tried to withdrawal money and the ATM gave an error that my daily limit was reached. I thought the machine made an error so I tried again and received the same message. I immediately called the number on the back of the card. I explained what happened and we reviewed the activity on the card to discover that there were unauthorized fraudulent withdrawals made from my account totaling {$3200.00}. money was withdrawn from several different cities and from several different financial institutes over several days. I do not live in these cities. There were also inquiries made before each withdrawl. BofA did not investigate or research as I received a letter of denial several days of filing the claim. I attempted to refile the claim several times to only find out on follow up calls to learn that they did not refile the claims. I also had them cancel my card and reissue a new one. By the time I got my replacement card to activate. During that process BofA froze my account due to fraud when I was the one who reported the fraud activity on my card. Had to wait a couple months for them to unfreeze my account. They unfroze my account and never replaced the money. That's when I did a follow up call and learned they didn't file the claim from my initial call. Out of 6 attempts to file a claim only 2 went through, the 2nd ( original claim ) and the 5th ( re-file ). All the reps assured me it will be taken care of and they do not understand why it's being denied. One of the reps felt really bad and concerned and told me that it was standard protocol to deny the claim in hopes well just give up on the claim. The last letter of denial I received XXXX they said " No posting error has occurred on your account ''. I also learned that the number on the back of the card are not even BofA employees. They hired and contracted a third party to handle the BofA XXXX debit cards. The people work out of there homes receiving BofA customer service calls. The number on the back of the XXXX card is not the same for other BofA card holders. This number is designated for XXXX card holders only which calls are handled by third party that work out of their homes. This has to be where everyone 's personal data was breached. My information was compromised by BOFA and who ever this third party they contracted. BofA gave my money away to someone who was able to make a duplicate card. In order to make a withdrawal you need a pin #. No one had my pin # except the third party BofA contracted and BofA. My card was never stolen, never lost, never gave it to someone to use or borrow, never used on the internet for online purchases, never used to make any point of sale purchases. My card was only used to make withdrawals and all withdrawals were made at BofA facility in the same amount of {$1000.00} each time for the exception of the first and last withdrawal. Never made withdrawals at any other place. This is just a short version of a long story. Trying to make it brief. I have told this story so many times it really gets exausting there are more details. I'm also trying to keep it short because I attempted to write the longer version and attach files but for some reason your web page kept timing out or something. Im trying avoid having to rewrite again. This is the short version. I'm going to try to attach the files.wish me luck. Hope this time it will be succesfull. Also you should be receiving a statement from FDIC forward to you on my behalf as a filed a complaint against BofA with FDIC as well. Thank you.

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