Consumer complaint received 2019-06-04
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Non-sufficient funds and associated fees

Complaint:
In XX/XX/2019, I submitted a claim to Bank of America in the amount of XXXX. I sent the claims dept all the required documentation concerning the claim which was a robbery/theft situation. On XX/XX/2019 I received a letter stating that Bank of America was over turning my claim. I then made a phone call to Bank of America concerning the letter, that's when I was told due to the preliminary police report being unreadable the claim was taken back out of the account. I received no type of correspondence from Bank of America concerning the unreadable preliminary police report, the way I found out about it was I called to check up on the status of the claim that's when I was given the information two days prior to the XXXX XXXX weekend!!! I also ; faxed the official police report as well to show that the robbery/theft case was still under investigation by the police department. I also ; mentioned to the bank rep, that how can they close a claim out when the police department is still investigating the incident that is attached to the claim. 
I asked them as well not to take out any monies from a SSI deposit that was due to hit the account on XX/XX/2019 but, because the XX/XX/XXXX 's claim was overturned there was a negative balance of XXXX that was on the account instead of Bank of America holding off taking the negative balance they prematurely posted a XXXX direct deposit from Social Security be for it's initial posting date which should have been XXXX XXXX, which was on a Monday. When I talked to the rep in claims she lied about the Social Security deposit, she claimed that Social Security had sent them a letter stating that the bank deposit the XXXX on the first of XX/XX/XXXX which was a Saturday. I then said to her that I knew she was lying because Social Security never changes direct deposit dates unless the date falls on a weekend/holiday prior to a direct deposit date. I also ; made mention of the fact that when changes are made to an individuals Social Security account that some type of correspondence is always sent to the recipient. I even went as far as calling Social Security to verify that there was no letter sent to Bank of America concerning the XXXX being posted be for the initial posting date XX/XX/2019. The funds should not have been made available until XX/XX/2019 as far as the Social Security department was concerned. I was given bad info when I asked who was responsible for prematurely posting the payment, I was told that the ACH department was responsible for deposits made by Social Security, then on the other another rep said, it was the banks fault I never got a straight answer just a bunch of jacked up excuses that didn't make sense. 

The same type of claim was submitted in XX/XX/2019, for the amount of XXXX, due to a robbery/theft incident was reported to the police as well. Documentation was sent to Bank of America concerning this incident as well, including the official police report and the preliminary report via fax to the Claims Department. This is also ; under an ongoing investigation by police as well. I also ; submitted names of the investigators for both incidents including telephone numbers, case numbers and even the district number that the investigators work out of and their names.

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