Consumer complaint received 2021-02-06
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NV
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I went to Hawaii on XX/XX/2020. While I was in hawaii someone was able to go to a Bank of America ATM and pull out XXXX on the XXXX and then XXXX on the XXXX. Both of these transactions were done at Bank Of America ATM 's in XXXX XXXX and one bank inquiry was at a XXXX XXXX  I called to check my balance and that was how i found out these transactions occurred. I had in my possession the card so it didnt make sense how these withdrawals happened. I immediately spoke to customer service and had them cancel my card and they sent me a new card. I was only in hawaii for a few days and when I got back I filed a claim with the claims department at Bank of America. I let them know that I would also be filing a police report. 

I received a letter from Bank Of America the following week but the letter was dated 1 day after I filed the claim. The letter stated that my claim was being closed because they believe my account or claim have been the subject of fraud or suspicious activity. I called Bank of America and was told that the representative would put in paperwork asking to reopen the claim. 

While speaking to a police detective working on the case, I was asked for the time that the transactions occurred so she could request video from the ATMS and when i called Bank of America, it was at that time, I was told that my new card was invalid and the account had been closed by the Unemployment office because it was flagged for fraud. When I spoke to Unemployment ( PUA ) I was told that there was nothing on their end that showed what Bank Of America was saying. Because my unemployment benefits for that week couldnt be sent to the new debit card, I changed my account to be direct deposited into my personal savings account that I have with a different bank. Bank of America gave me no notice and the money that was still on that card is now frozen, I am guessing. I went back and forth with Bank Of America and Unemployment daily till I stumbled on the phone number for the investigative department for Unemployment. I spoke to a representative and was told that they would send Bank of America a notice that my identity was verified and to unfreeze my account. This was around the first week in XXXX. I then was able to speak to a supervisor at Bank of America and was told they would submit paperwork to unfreeze my account. I waited a few weeks and called back this week and no one has any answers for me. With my account frozen, I have no open claim to get my money back from the unauthorized fraudulent transactions of XXXX. I have verified my identity with Unemployment through the ID.me site. I have been patient but this needs to be resolved. It shouldnt take months to investigate a claim and I feel like I am being given the run around. I cant tell you how many hours ive been on the phone trying to get this resolved. I really need this to be handled and my money to be given back to me.

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