Consumer complaint received 2021-06-28
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
This is a direct follow-up to consumer complaint No. XXXX in which {$2600.00} was taken from my checking account due to fraudulent BofA/XXXX transactions occurring outside of the United States. 

I had filed an Identity Theft fraud report with the FTC and have notified Bank of America about the fraudulent transactions. However, despite being a " long-time valued customer '' nothing has been done and I have suffered more than {$2600.00} in losses, including 3 NSF fees totaling {$100.00}. 

The following transactions are as follows : XX/XX/XXXX : {$300.00} to XXXX, confirmation number XXXX ( from XXXX XXXX XX/XX/XXXX : {$500.00} to XXXX, confirmation number XXXX ( from XXXX XXXX XX/XX/XXXX : {$400.00} to XXXX, confirmation number XXXX ( from XXXX XXXX XX/XX/XXXX : {$300.00} to XXXX XXXX XXXX, confirmation number XXXX XX/XX/XXXX : {$200.00} to XXXX, confirmation number XXXX ( from XXXX XXXX XX/XX/XXXX : {$300.00} to XXXX, confirmation number XXXX ( from XXXX XXXX XX/XX/XXXX : {$300.00} to XXXX, confirmation number XXXX ( from XXXX XXXX XX/XX/XXXX : {$300.00} to XXXX, confirmation number XXXX ( from XXXX XXXX Sequence of events ( I retain proof of all aformentioned correspondence in the event the FTC contacts me regarding this complaint ) : XX/XX/XXXX : Initial consumer complaint and Identity Theft fraud report filed with the FTC XX/XX/XXXX : Acknowledgement email from XXXX XXXX  in response to my complaint filing XX/XX/XXXX : I received a letter from B of A acknowledging my claims, but rejecting them because I hadn't formally filed the claims. I was astounded. Bank of America acknowledged my claim ( including the claim with the Federal Government, nonetheless ) but refused to file these claims on my behalf ( their so-called " long-time valued customer '' ) to help me recuperate the money that had been stolen because of the fraud. Amazing. 

THE NEXT 3 MONTHS : Over the next 3 months I sent numerous emails to the XXXX XXXX team, resulting in phone tag and back and forth emails with an extensive explanation of my situation. Still, no effort to resolve this matter had been XXXX on my behalf. I had sent and received emails to B of A executives expressing my grief and frustration to no avail. Nobody did anything, and still nothing had been done on my behalf up to this point. 

These are the names of the people I had sent emails to asking, in fact, BEGGING for their HELP : XXXX XXXX XXXX XXXX - XXXX XXXX XXXX Client Care Executive Response Team ), XXXX XXXX XXXX XXXX XXXX ), XXXX XXXX, among others XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Among others ... 

XX/XX/XXXX : I received default, generic letters with boilerplate messaging rejecting my fraud claims w/o any real explanation whatsoever. 

" Our research included the information you provided with your claim, your account history, the monthly account statements we sent you and if available, information from the merchant, such as a signed receipt or contract. We confirmed the following : We confirmed that the transfer posted to the account you requested. We recommend you contact the person you sent the funds to directly for further assistance. '' The aforementioned boilerplate messaging is the same EXACT language included in dozens of other letters sent to previous XXXX fraud victims. 

These are the claims that were denied outright without any real investigation or due process : Claim No. XXXX for {$900.00} Claim No. XXXX for {$1100.00} Claim No. XXXX for {$300.00} Claim No. XXXX for {$300.00} Furthermore, the NSF fees associated with these transactions were never refunded, nor were they even acknowledged. The punitive damage that this fraud has caused is irrecoverable. 

THE NEXT MONTH : I continued to contact BofA to beg for help, express my distrust and miscarriage of justice throughout this process while using intense language to emphasize my frustration. 

XX/XX/XXXX : I received a letter from XXXX XXXX XXXX Client Care Executive Response Team ) accusing me of using vulgar language, threatening to close my account, and eluding to " formal resolutions '' they issued as a final resolution. 

Yet, there was never any accountability, nor any asserted effort to resolve this issue other than passing the buck and rejecting any wrongdoing or responsibility for this matter. 

What's more, there was XXXX empathy o willingness to help one of their customersand indicating that my language hurt their feelings was much more a slap in the face after failing to do anything constructive during this process than it was a slap on the wrist reprimanding my behavior for expressing due grief. 

-- Unfortunately, to this day, nothing has been done. I have spoken to about a dozen Bank of America victims of XXXX fraud including the woman in this story ( XXXX  : XXXX ) and they all speak of the same sentimentlack of accountability. 

ID theft and fraud happen all different ways and, and while Bank of America is insured from this type of crime, the customers are not. I have lost {$2600.00} and change from the NSF fees because of this mess. I have lost faith in B of A and have had to stop putting my full direct deposit into this account because I'm worried I might lose money and not have any recourse. But more upsetting is that I'm worried B of A won't have my back as a " long-time valued customer '' moving forward.

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 explanation