Consumer complaint received 2019-06-11
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MA
Product: Money transfer, virtual currency, or money service
Sub-product: Debt settlement
Issue: Problem with customer service

Complaint:
On XX/XX/2019, I was the victim of check fraud, and then online banking fraud on XX/XX/XXXX for a total of {$1200.00}, and I am sure the events are connected as the check was from someone trying to buy clothes from me and I had disclosed to them I was doing some work on my computer at the XXXX Public Library. It is my thinking that this person had no intent on buying my clothes, only of scamming me. I deposited the check that I was not aware was fraudulent at the time, and Bank of America placed holds on the funds, ultimately adding the credit to my account for use. 

Following the credit being added to my account, I was hacked via my XXXX money transferring application, ( while at the public library ) which was connected to my Bank of America account. Because Bank of America added fraudulent credit to my account, over {$1000.00} was able to be taken from my account. Following the hacking, Bank of America realized the check was fraudulent and pulled the credit out of my account, leaving me with a debt of over {$1000.00}.  After reporting the fraud and hacking to Bank of America, I was sure they would assist me. 

Bank of America denied my claims, leaving me responsible for their own mistake of allowing active credit to be put in my account when in reality its source was fraudulent, something that definitely should have been determined before the money was put in my account. I was told to collect evidence of the hacking to reopen the case. 

I tried to collect any information from XXXX, my phone provider, and computer that I thought would be helpful, but found nothing solid enough, being that my own devices were hacked. I went to the police and filed a police report, giving them details of my situation and any possible evidence in my possession, clarifying with them my goal to have the {$1200.00} that Bank of America is claiming I owe annulled. 

The police report was completed on XX/XX/XXXX. I faxed it to my case worker and called customer support the following day, getting verbal confirmation that the police report was received and that they would be re-opening my online banking fraud claim for a total of {$1000.00} ( less than the amount of money I have fallen into debt with ). I was grateful still for this opportunity and called for more details on the re-opened claim and was told that the process takes about 30 days and they would definitely have a decision by the end of XX/XX/2019. This was incredibly important because the deadline I had to pay back the now {$1200.00} that Bank of America claims I owe them is XX/XX/XXXX. 

The first week of XXXX I called Bank of America on four different days and was told that the investigation was still in its early stages. One representative even told me it was only ten days into consideration. I was baffled. 

Throughout this entire situation, Bank of America has ensured me that they will provide email and physically mailed proof of the investigation and where they are in the process. I have requested this proof on at least 6 different occasions and have never received anything, despite confirming my contact information both over the phone, in person, and online. Additionally, I have requested to speak with my claim manager three times and have been declined each time. 

At this point, it feels that Bank of America is simply pushing me away and putting me off until the deadline is upon us and Ill have no choice but to pay the total of {$1200.00}. I am a young college kid with no income and no way to come up with this money. I only opened an account with Bank of America because it was the only bank on my campus and I needed a way to get rolls of quarters for my laundry. I only had about {$30.00} in this bank account before the fraud accounts. Never did I imagine all of this would happen to me. 

At this point, it feels that Bank of America is simply pushing me away and putting me off until the deadline is upon us and Ill have no choice but to pay the total of {$1200.00}. I am a young college kid with no income and no way to come up with this money. I only opened an account with Bank of America because it was the only bank on my campus and I needed a way to get rolls of quarters for my laundry. I only had about {$30.00} in this bank account before the fraud accounts. Never did I imagine all of this would happen to me. 

I want Bank of America to drop these charges against me, as it's their fault the bad credit was placed into my account for use. I understand they have no part in my being hacked, but they did in the fraudulent credit and this mistreatment of my claim. I want my debts erased and my account with Bank of America permanently closed.

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