Consumer complaint received 2020-09-02
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA
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 Saturday, XX/XX/XXXX I logged into my Bank of America account only to find that {$1400.00} had been removed from my account without my approval. I then contacted Bank of America and after several hours of being passed rom one person to another, I spoke to XXXX XXXX in XXXX XXXX. He stated that I could not file a claim on my account. I then spoke to his manager XXXX who claimed I could not file a complaint due to this fraudulent charge. Later than evening I contacted and spoke to XXXX in XXXX XXXX. I filed a claim after answering questions pertaining to the account. There were 13 transactions for a total of {$3000.00}.

My daughter lost her wallet one night while out with friends on the days preceding XX/XX/XXXX. On XX/XX/XXXX, two deposits were made in the amount of {$1700.00} and {$1400.00}. AS soon as the deposits were made the funds were immediately withdrawn on the same day. The following day several XXXX   amounts were taken from the account as well. Prior to this happening there was {$840.00} in the account from my daughter 's work account. This account was closed due to fraudulent activity on XX/XX/XXXX. A check was mailed out to my daughter after the account closed in the amount of {$640.00}. 
As I stated previously, I found out about this after checking my account balance on Saturday, XX/XX/XXXX. I then contacted several departments on Monday XX/XX/XXXX. I spoke to check fraud, recovery, and even visited a local branch during my lunch hour. The branch contacted several departments as well to attempt to assist me with this issue to no avail. I was simply told to come back tomorrow but they couldn't do anything. 
I've called back to the claims department multiple times to no avail. I have now contacted the XXXX, the police department, my attorney, and finally filing this complaint. Tuesday evening I received a copy of the deposited item in the mail. It was a US Treasury Check in the amount of {$1400.00} made payable to someone neither I nor my daughter has a clue about. The check doesn't appear to be signed but someone was able to deposit checks after finding a lost wallet and withdraw funds immediately. Again, I will state this is FRAUDULENT activity. I have been with Bank of America for more than 25 years. I have never been treated worse than thru this process. Once I filed the claim, I asked that the funds be put back into my account until this could be resolved. They would not do that, but instead I spoke to XXXX today from Bank of America who would not provide her last name. She accused me of being complicit in these transactions. She scolded me by saying that I should've checked my account statements that were sent to my daughter and they would not be doing anything about this matter. I inquired if she was referring to the account that was closed on XX/XX/XXXX and funds sent out after the account was closed due to suspected fraud. 

If there was suspected fraud, why did this matter proceed? Why was I not contacted after this account was closed? IF there was suspected fraud why will the bank not return my funds pending a complete investigation. Their money is protected just like mine should be. I shouldn't be penalized due to fraud. I have stated tat I would sign an affidavit immediately. How could the bank let this happen? Why will the bank not pull the cameras at the ATM to determine who it was and prosecute to the fullest? Why is the bank taking the easy way out and accusing a long time customer of being complicit in bank fraud? I am asking that my funds be returned to my account immediately and the bank should be held accountable for pain and suffering along with any additional fees on this account. Its simply not right for Bank of America to get away with bullying customers. They simply did not do a complete investigation. Instead they have sat back and done little to nothing to protect the customer.

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