Consumer complaint received 2021-08-13
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
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:
My checking account was hacked via XXXX at Bank of America. XX/XX/XXXX I received a text from my Bank of America that a transfer occurred. Immediately I called the ( held XXXX minutes ) and told them it was not me. They told me they would freeze the account. While talking to them another one happened and the customer service person assured me they had frozen the account. XXXX more attempts happened in a few minutes. I called them again, " we are aware and stopped the charges ... '' they said. I have called the XXXX times, written to them XXXX times, and they allowed this fraud hack to happen anyways. the bank branches were all closed and every time I called it was a XXXX XXXX minute hold and they transfer you to someone offshore. I asked them to show me proof of their investigation and filed a Sherriff report but the officer said without the bank 's cooperation they have nothing to follow up on. The bank refused to provide who did the hack they only told me it was " XXXX '' a company affiliate. I finally filed small claims and the attorneys for the bank claimed someone in my family did this which is a lie. At the time in XXXX I was in college living with roommates and no one in my family even knew I had an account with Bank of America. Bank of America NEVER answered my written letters sent by USPS to XXXX XXXX the XXXX, and XXXX XXXX who is on their website. The bank makes it near impossible to contact them. The website only posts the XXXX toll free number which I called XXXX times - and the people on the phone do not help customers on purpose the bank does this to save money and not handle problems. The bank was required to write to me in 10 days, they NEVER wrote to me or contacted me about the hack. In small claims they provided a letter which has no return address, no email, no real person 's name to contact and the letter is dated XX/XX/XXXX. The date XX/XX/XXXX is XXXX days after I notified them not including Sunday as the bank is open to business on Saturday. The bank did not follow Regulation E and other federal banking laws. The hacker first stole a dollar then XXXX more charges of about {$800.00} - they tried to transfer {$1200.00} and {$2000.00} more but the bank stopped the larger transfers. I now have read in the news of other people who got hacked at Bank of America Corporation. The bank is aware of the problem but fails to provide adequate security to use this XXXX system. I never signed up for XXXX, and have now made sure it is not connected to any of my accounts. It seems that the bank is not safe and doesn't care a bit about me or it's clients. The bank had an attorney lie in small claims. I want the bank to reveal who stole the money, they know whose account it went in to and who did this but refuse to tell me and they are also required by law to disclose their investigation which they refused to provide.

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