Consumer complaint received 2021-02-11
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NV
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:
I'm a XXXX XXXX resident who lost his job due to pandemic and have been recieving unemployment benefits while the job hunt continues. 
On the evening of XX/XX/2021 I went online to check my available balance on my debit card and noticed my card was locked due to suspicious activity. My account showed out of state/unathorized transactions that had occured just hours before .Actual ATM withdraws & other unexpected/irregular actions. This card was physically in my possession the entire time, how was someone else using it at an ATM out of state? My guess, because they don't have the chip and it's an easy target for scammers! But still, how was my account information put into the scammers hands, where did they get it? Plus, my pin # has NEVER been shared with anyone. 

I opened a claim as soon as they opened in the morning and I reported all the unathorized charges because in the information provided to me with the card stated that I was protected by a " zero liability '' policy.

The total amount stolen is just over {$400.00} and was everything I owned. Unfortunately one of my charges for ~ {$130.00} was still pending and they wouldn't let me include it in my claim, said I had to call back once it cleared. They were making me watch it!! Another problem was, one day later the account was closed and I was unable to watch the pending charge clear. I decided to call the merchant that was processing the transaction & the employee remembered that exact transaction the day before. Told me a XXXX woman with XXXX kids swiped it and it was also matched to her indentification. 
One day later my Bank of America claim was closed and obviously zero investigation was ever pursued. 

I am now going on almost a month with frozen benefits and keep getting the runaround and how to fix it. Talk to Bank of America and they say talk to XXXX. It is a disgusting finger pointing blame game. They are supposed to be partners! Employment departments BPC center did ask me email ID documents and I was told to expect a call back when the information was reviewed in 5-7days. Today, after 9 days waiting on that, I decided to call them and check up on whats going on. Of course my documents had still not been processed or even touched. I am being punished for being a fraud victim, completely think I would've been better off just ignoring the fraud and withdrawing the funds immediately from the card. We have no other option to receive these payments and are forced into these debit cards. 
*I would like to know why Bank of America is not investigating our unemployment fraud claims and what makes them exempt from the " zero liability '' policy that is explained in the paperwork sent with our cards? Why is their such poor communication with the unemployment dept and Bank of America? I know I am one of thousands others going through the same scenario. See here -- -- -- > XXXX XXXX XXXX XXXX XXXX fXXXX Thanks XXXX XXXX XXXX XXXX XXXX XXXX

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