Consumer complaint received 2018-08-24
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Thank you for taking the time to read this e-mail. Awhile back ago I had an account with Bank of America. I had ordered a couch from XXXX XXXX only to never get it. I sent every document and proof that I never received it, to which they denied my claim which left my account in the negative. I am a very detailed and organized person, as well as a XXXX XXXX for the great state of Texas and XXXX XXXX XXXX I pride myself with being an honest person. I argued and wrote many letters, and even asked the claim department to call me so that I could explain the details. The claims department for Bank of America are some of the most rudest individuals to customers who they're supposed to be protecting. I assumed the claims department was on my side, since I have been a Bank of America customer for over a decade! No, that was not the case. They treated me like a liar and a criminal. They forced closed my account which led me to having to make payments on a couch I had never received. I continued to argue the account while I had opened another account so that Bank of America would not take all of my money.

I left the country because my husband and I are both XXXX XXXX. We then became stateside in another state. When hurricane Harvey hit our home was lucky enough to have not flooded. But after I came back, our account reflects multiple spending on things I had no knowledge of. My sister was left to care for our home and pay our bills for us. She had no access to our accounts as our cards were locked away. It finally came to our attention that she spent several thousands of dollars in our account as well as actually tried to file false claims to cover it up that she spent any money. You see my sister once had a BOA account and was aware of how this account works. She did a shopping spree on her account and then filed claims as if someone stole her card. Bank of America denied her claims and her account was forced closed. She was doing this very same thing to my account. I tried to explain to the claims department that I ; One, never filed claims, and Two ; never authorized the transactions to begin with. I filed a police report and brought charges to my sister for these things. She unfortunately had to pay the price. She is currently being held in XXXX and remains there until her court date on a XXXX bond. My sister has a lengthy past of similar things, but I assumed she would never hurt her own sister, since she had never done so up until this point.

I sent all the documents and police report to the claims department and again they denied it. These two separate issues happened very far from one another. I can't believe they denied them and closed my accounts. I have argued to no avail. This issue has caused so much grief in my life. I am not able to open up another account anywhere. I have no means to pay my bills online and have an account like a normal person. I am out defending our country, and someone steals money out of my account and I do the right thing and file a police report and press charges and no one protects me. No one will listen to me. They are rude and could care less about my story or anything I have to say. They refuse to listen or help.

I need someone to help me. I would like this situation fixed and I would like to be able to have my accounts back like a normal person.

They closed both accounts and I have been fighting the claims only for them to deny them over and over.

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