Consumer complaint received 2023-07-18
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:
On XX/XX/2023 I had my Bank Of America debit card stolen, along with all my ID. An hour later I went to my branch at XXXX XXXX XXXX, XXXXXXXX XXXX, had the card cancelled, had the employee check my account and she stated 'no worries, no one has accessed it ' and cancelled my card. And issued me a new one. It didn't arrive until 3 wks later after several calls with the Fraud Dept. number she gave me to call. I then couldn't talk to Fraud Dept until I had new ID, '2 ' pieces, which's why I had to wait for 2 weeks to get my claim underway. My first ID I received within 12 days, which wasn't acceptable to the Bank Of America until I received my second, their Bank Of America new Debit Card. In the meantime, we realized, after cancelling my Bank Of America debit card that someone was still using it. By the end of many calls to the fraud department their conclusion was I authorized all usage of my card, 'and ', since Bank Of America sent me 3 cheque copies that someone put into my account with my forged name on them, endorsed by my name on the back, all of which were different forgers by the different signatures. Bank Of America concluded 'I ' authorized them with different signatures, which I of course didn't. The names of the cheque owners are on the front of each cheque, with their addresses of the cheque owners, with my name, XXXX XXXX, endorsed ( forged ) on the back of each one. I do not know any of these people. One endorsed cheque for XXXX XXXX XXXX for XXXX XXXX XXXX for XXXX XXXX I then called Bank Of America 's fraud department after they sent me copies of the forged cheques, had to have an employee verify I was indeed the account owner every time at the branch, meaning the obvious, and I filed the Fraud Claim. I received various letters stating I first took XXXXXXXX XXXX  out of my account the day my card was stolen, which I didn't. I actually chequed via computer and the XXXXXXXX XXXX withdrawal attempt said 'denied ' at the Library computer. And now it stated someone withdrew the XXXX $ funds. So, after this information I filed another Fraud Claim and was told that the first Fraud Claim wasn't filed properly and they'll reopen it, 'and ', that XXXX $ had been reimbused. And it'll probably take another week for the rest of the money be reimbursed, totaling XXXXXXXX XXXX  which was missing. The last time I used Bank Of America was on XX/XX/2023, I deposited XXXX XXXX And thus I waited for my account to reopen so I could use it. Which never happened. And my debit card couldn't access even a dime. I called Fraud Dept again, and then, after 2-3 more calls to the Fraud Dept the Bank Of America decided they're they're just going to close my account where I am totally at fault for giving my PIN to someone, endorsing the phony names on those cheques and they're not reimbursing me for any of the missing funds. I had a police report issued for 'Identity Theft ', obviously provable by the forged cheque endorsement forging my name and usage of my debit card, my stolen ID, SSI Card, EBT Card, XXXX XXXX Card debit, and XXXX XXXX card, which were all stolen at the same time. XXXX has since reimbursed my stolen funds, XXXX XXXX I am still awaiting a response since they used the same justification that I endorsed someone else using my card upon the first Fraud Claim -- I've since filed another -- of which I didn't authorize anyone to sign my name. Not legal, anyway. Thus, due to the police report, 'and ', having to replace all my cards and ID, it took 4-5 weeks to get an understanding that I won't be reimbursed for any funds whatsoever. I filed a police report at the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. If you'd like a copy of it I can send it to you but can't send it via file upload on this Library Computer.

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