Consumer complaint received 2022-07-14
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
On XX/XX/XXXX, we received a call from XXXX Police at our home in Florida following up on the suspicion someone had impersonated Checking, Owner1 in Texas. Bank of America BOA Texas called 911 after the teller gave {$9800.00} from our checking account to a man with a fake XXXX  license. The Police informed us that BOA called 911 after the criminal returned for more money on behalf of Checking, Owner2. BOA became suspicious and called 911 but the criminal fled before the police arrived. BOA has a video and the criminal left his fake ID at the branch. The criminal was much younger than the real Checking, Owner1 (? diligence ). 
Our complaint stems from Bank XXXXf Americas processes, our fear for our accounts, and our concern that what has happened to us is not unique to BOA customers. 
Weve been patient and understanding. BOA did not take our money, and the criminal is at fault. However, what we have experienced since XX/XX/XXXX at all levels needs analysis and supervisory action. 
The bank never called us to alert us of the theft. They only called the police. We only know of this through the XXXX Police and our efforts. 
We were instructed by BOA that we had to file a fraud claim with them, why?!! BOA called the police to report a crime! BOA is listed on the police report as the victim. This is confusing. 
BOA has no straightforward way for us to see our fraud claim or its status. In todays modern age, we must hold 25 60 minutes for undocumented and conflicting responses. This is unjust. When we questioned the Fraud Dept. about this- we received an apology and were told this is the only way for us to get information on our claim status. 
I am XXXX, and I feel sad to admit it but I doubt I could walk into Bank of America in Texas with ONLY my XXXX  license and walk out with {$9800.00} of my own hard-earned money. This is so problematic for me. 
Also, on three separate occasions between XX/XX/XXXX, and XX/XX/XXXX, we were told that complaints would be filed on our behalf and our claim escalated. Not once have we received a call or email. In fact, on XX/XX/XXXX, I asked the Fraud Dept. for a contact at BOA to escalate my complaintthey returned to apologize and tell me they did not know to who I could complain. Instead, the Rep. of the Fraud Dept. told me he would escalate matters and file a complaint on my behalf, for the lack of communication on the claims status and the lengthy hold times. 
Today, XX/XX/XXXX, with no follow-up or update, I called my local branch and informed them that I was filing a complaint with the XXXX of the XXXX. I wished to verify if this was the correct federal regulator and if the FDIC Certificate was 3510. The Asst. Manager could not confirm this information. However, she would try to get an update on the claim and a provisional credit on our behalf. I did receive a return call ; the claim status is currently processing and pulling video. This is almost a month later and they are pulling the video! All at my local branch have been kind, attentive, and consoling. But they seem powerless. 
We have a deep concern, after 30 years of banking with BOA we dont trust banking with them. But where do we go? We are XXXX XXXX XXXX and about to start a new banking relationship? BOAs behavior may be systemic. We are afraid this nightmare could happen to us at another bank. We dont feel safe and we dont know what to do. We feel trapped. 
Today, we did go ahead and file a complaint with the XXXX of the XXXX. But when we realized that the Consumer Financial Protection Bureau is an advocacy group we decided to file here as well. Because we would like a resolution to our concerns and to help bring attention and oversight to our situation. 
Please guide us in getting our money ( we need it in XXXX to pay rent and tuition for our kids ). Please advocate on our behalf and the behalf of other customers. This part of the banking system is broken, outdated, and failing. Customers must have fast and easy access to a fraud claim status. Customers who experience theft deserve to receive a countdown for the allowed 90 days. Not a robotic and generic response, " resolution will be in 30-90 days '' no matter when you call. 
Thank you for this opportunity to reach out to you and the XXXX of the XXXX. It has been cathartic and comforting to be able to do something for ourselves. We pray that our efforts and yours are effective

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