Consumer complaint received 2019-06-10
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MD
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
To Whom It May Concern ; In early XXXX  my mother received her banking statement from Bank of America. Normally she just checks the balance to see if the balance is sufficient. She noticed that the balance was off substantially. She brought this to our attention and we took her to the bank for a fraud check complaint. Someone had removed the check from the mailbox. They recommended she close the account and open a new one. That to seem to be a challenge as she didnt have the required identification required to close or open an account. They froze the account in question. Over the next week we discover even more fraud. Apparently, there were several entities who were automatically debiting money out of my mothers account that she had not authorizes. 
This action had been going on for years. My mother just thought they were bank fees the bank was charging for the checking account. In fact they were all offered through Bank of America. Upon further investigation we called the first culprit. They were called XXXX XXXX taking {$12.00}. We discovered they had taken {$1400.00}. This the bank returned promptly. 
Our second was a group noted on the bank statement as XXXX XXXX XXXX, also know as XXXX XXXX XXXX XXXX XXXX. This group was taking {$29.00} out of the account. I called and spoke to a customer service representative named XXXX. XXXX said my mother was contacted by a telemarketer through Bank of America on XX/XX/XXXX and was given authorization by my mother for this insurance. My mother knew nothing of this company and had no information about them. She had not policy or insurance card or anything that would even explain the insurance companys product. XXXX assured us they had called and that the company had a recording of the transaction. This recording would be found and they would call us and let us listen to the recording as proof. XXXX told me that this would be accomplished in 5 to 7 business days. He also said they would make 3 attempts at reaching us and would leave a message telling us of the recording. This never happened as we were valiant in listening and anticipating the phone call. We went to the bank and again reported the fraudulent charges. In fact, recently in response to our complaint BOA and XXXX XXXX XXXX. sent us a document they said was their proof which I am embarrassed for them that they sent such an erroneous proof of enrollment. The document didnt have my mothers name or address, but someone elses name and address. XXXX XXXX opened an inquiry into the matter. We received a call from BOA about the request and called BOA back. After an hour on the phone and four transfers to another department we spoke to XXXX who informed us that BOA would only refund 60 days for a fraud investigation. 111 months of taking {$29.00} out of my mothers account apparently authorized by a Bank of America telemarketer. That equals {$3300.00} out of the account of my XXXX-year-old mother who is on a limited budget of Social Security. That is criminal. I did look the company up to see what they were about and apparently my mother is not the only victim in this scam. I want the money for this scam returned to my mothers checking account. 
Our next investigation revealed a charge for {$8.00} for something called XXXX XXXX. Upon a phone call, the representative said this to was offered through Bank of America. Again, my mother has no recognition, paper copies of policies, insurance card explaining what the XXXX XXXX might be etc. This group has been taking {$8.00} since before XXXX. Upon looking this company up Bank of America denies any affiliation, but when you call the number on the BOA statement, they say BOA sponsored the telemarketer. Scam? I want the money for this scam returned to my mothers checking account. 
As one of the premier banking  institutions in the U.S.A. I find this unconscionable. How is it that you could contrive this scheme to exploit someone as vulnerable as our senior citizens. Please to the right thing and help this stolen money to be returned to my mothers checking account.

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