Consumer complaint received 2020-09-21
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Im a victim of banking fraud for the amount of {$35000.00}. Bank of America is not taking responsibility for the money that was withdrawn from my accounts on XX/XX/2020. This money was deducted in one day through various transaction, one being an in branch transactions in XXXX, Massachusetts. I reside in XXXX, Florida and I did not authorize those transactions. 
I have been a loyal customer of Bank of America for over 30 years, Im a single woman and I depend on the money that I thought was secure at this bank. 
All four of my accounts were involved. 

XX/XX/2020 : Called Bank of America and opened fraud claims for all accounts XXXX ( {$6900.00} ) XXXX ( {$6800.00} ) XXXX ( {$14000.00} ) XXXX ( {$6900.00} ) *daughters account* Total : {$35000.00} XX/XX/2020 : Went to Bank of America local branch ( XXXX ) and XXXX XXXX assisted with confirming fraud claims were opened, closed old accounts under XXXX ( not XXXX ) and opened new accounts He noted that it was obvious fraud due to the multiple transactions being transferred from account to account. 
XXXX showed a copy of a check that was cashed ( in branch transaction ) using a false signature. This check was approved by a teller in Massachusetts ( {$7800.00} ). 
XXXX and XXXX confirmed that this signature was fraudulent. 
Was told that the case would be resolved within 30 days. 

XX/XX/2020 : Called Bank of America and spoke to XXXX to follow-up on case. 
XX/XX/2020 : Called Bank of America and spoke to XXXX Investigator would be contacting within 6 days. 

Notified taking longer to resolve because claims were opened incorrectly by bank ( forge maker to teller cash fraud ) Was corrected on XX/XX/XXXX by bank XX/XX/2020 : Received Fraud Statement of Claimant via e-mail Given 10 business days to complete form. 
XX/XX/2020 : Called Bank of America and spoke to XXXX regarding questions regarding the required paperwork. 
Told unauthorized withdrawal Answered questions and was provided address and fax number to send completed documentation XX/XX/2020 : sent fax ( XXXX ) of completed documents at XXXX XX/XX/2020 : called to confirm fax was received and they were unable to confirm as faxes are received at a different department from fraud department XX/XX/2020 : sent original documents via registered mail ( received XX/XX/XXXX as confirmed by signature received upon delivery ) XX/XX/2020 : daughter received e-mail from Check Fraud Claims and it was opened on XX/XX/XXXX. I never received a letter with their decision Claim cant be honored for the following reason : Our investigation of the claim determined that you authorized the transaction The Uniform Commercial Code holds the customer responsible for loss when they dont exercise ordinary care to safeguard the account by failing to maintain internal controls over accounts. 
XX/XX/2020 : Called Bank of America spoke to a woman from Claim Statues Department she mumbled her name and refuse to spell it out. She told me that all 4 claims were denied. And when I asked to speak with somebody with knowledge that could explain why they were denied or give me proof of the reason I was told that the decision was made and I couldnt do anything else. 
XX/XX/2020 : Attempted to call again to speak to somebody in corporate Bank of America and the employee disconnected the call.

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