Consumer complaint received 2021-04-05
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Unexpected or other fees

Complaint:
Hi my name is XXXX XXXX I'm a victim of fraud. On XXXX XXXX around XXXX to XXXX someone took {$1000.00} dollars from my XXXX XXXX XXXX Account. I notice the money missing around XXXX after checking if my money was deposited to my account and I notice it said it was deposited then withdrawn. I immediately called Bank of America to report what happened to my {$1000.00} dollars. They stated that it was withdrawn from my account at a Bank of America ATM Drive thru in the City Of XXXX XXXX. I was like how is that possible if I have my XXXX card with me. They had no response to my question. So I filed a Claim Report with Bank Of America. I advise them I was going to make a Police Report which they advise me to do so. After we hung up I made a Police Report with XXXX XXXX Police Department on the phone and told them what happened. The officer was very kind and helpful and summited the report to his XXXX and was approved the same day. The officer also stated to me that BOFA was shut down but the ATM machines were still in service. So then I called Bank of America back and told them I have the police report number and i ask them if they would note that down on there notes they stated that I have to get the actual police report and fax it to them. Which I did! I was calling BOFA three times a day almost everyday. They had no updates on my claim and then they ask me to go to a BOFA to get verified so they set me up an appt. I went the following day with my I'D, Birth Certificate and XXXX Card and spoke with some lady who knew nothing about what I was talking about so I called BOFA on the phone and spoke to customer service they had me on hold for hours. So I finally get through with a claim representative and ask me to put a manager on the phone so they started the verification process then we were done. I ask the manager when will I receive my {$1000.00} dollars back to my account and they had no answer for me. So I left home I decided to call the bank again and ask them when will I receive my money back they said they couldn't answer me cuz I was flag again for fraud. I told them I just got back from the Bank to get verified they knew nothing about me getting verified. Then I received a letter in the mail couple days later and it stated my claim was closed. So I called a BOFA and spoke with claims department and ask them why my case was closed. They knew nothing about my claim. So they they said we can reopen your claim again. So I refax all my documents and waited another week. I called BOFA again and ask for a update on my claim and documents if they received them. No response from them what they did say to me that my case was closed again with no explanation. And that they could not reopen my claims know more. So I filled a complaint with BOFA. 
Bank Of America made me feel like if I was the perpetrator, very Humiliated and discriminated. I'm so stress out I need my money to support my family and little ones.

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