Consumer complaint received 2020-11-17
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I received {$900.00} in unemployment deposited in my Bank of America Account, Before I could access the funds someone fraudulently took {$880.00} from my account using a XXXX ATM somewhere in XXXX XXXX. I received this information from a Bank of America employee when I called in concerned about the funds disappearing from my account, She transferred me to claims and on XX/XX/XXXX I filed a claim. Shortly after I received a letter in the mail dated XX/XX/XXXX stating that my claim had been closed I called back several times waiting as long as 4 hours to get someone on the phone XX/XX/XXXX I spoke with a claims representative who told me the funds would be replaced on my account as of XX/XX/XXXX the funds were never replaced so I continue to call. On XX/XX/XXXX I spoke with a new claims representative who stated that the first person I spoke with had lied to me no money was going to put back in my account I would have to request for my case to be reopened she stated that Bank of America sent the same letter to all customers with those problems and they had not researched the fraud. I was very upset and I felt like I was being treated like a criminal and Im very disappointed that the claims department is not doing anything to research whether or not there is fraud theyre just simply closing Claims and refusing to refund money that was stolen from their customers. I live in XXXX California which is several hours from XXXX XXXX, I have also looked at my online account which shows that somebody from XXXX County was checking my account balance frequently through ATMs. I believe the person that obtained my bank information and used it to take the funds out of my account received that information through a card reader on a gas pump Because weeks after noticing the funds in my account had been taken a sign was put on the gas pump at the only place Ive used my card to purchase gas stating the card reader on that pump was messed up and to only pay inside with the cashier. I can provide this picture along with pictures of my Bank of America account that shows somebody in another county was using my bank card information to make inquiries at ATMs. I feel like Bank of America has made me out to be the criminal and has failed me as a customer by not doing their job and looking into the cause of the fraud but simply refusing me my funds, My hard earned money. I feel bad that the bank would take a loss if they replaced my funds but Im a XXXX  mother of 3 and the {$880.00} is greatly needed to keep My children fed and a roof over their heads. This situation has created a extreme hardship for me and my family I am behind on rent and my car payment, thats the reason I have filed this complaint because I dont know what else to do and not only do I feel violated by the individual that fraudulently took money out of my account but I feel violated by the bank for not helping me regain my funds and ignored since they didnt even look into my claim. Because I feel that this couldve been easily resolved since it was a ATM withdrawal theres video surveillance at every ATM. Im at a loss and I really hope that this can get resolved and filing this complaint will help not only myself but others because I dont think Im the only one in the situation with Bank of America.Im providing a picture of the gas pump and a picture of my account that shows someone from another county was inquiring about my account and it also shows on that same bank statement where I used that gas pump at the XXXX on XXXX XXXX which is where I believe they got my information.

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