Consumer complaint received 2019-01-17
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
XX/XX/XXXX - The day before XXXX my entire bank account was hacked ( password changed, email changed, atm withdrawal amount changed, and my entire savings was put into my checkings ). A XXXX $ atm withdrawal in XXXX, FL was approved by my bank. I am a XXXX   XXXX  in North Carolina so : 1. ) I was no where near FL and not traveling 2. ) That does not match my spending patterns at all seeing that I have never taken out XXXX $ and I only had about 400 $ total so my account was negative. I finally received a call from Bank of America to let me know about the fraudulent activity. I was on the phone for a few hours going through my story over and over and that my debit card was still with me. I changed ALL my account information, closed the card, and filed a claim. I was told if anymore information was needed then I would be contacted by Bank of America XX/XX/XXXX - I went to a local branch of BOA to speak to a manager and get a temporary debit card. Everything seemed liked it was fine so I did nothing else. 

XX/XX/XXXX - A letter and email are sent to me informing me that the claim was " researched '' and that according to their information the XXXX $ withdrawal was me and authorized. Thus, they would be taking their XXXX $ credit back on XX/XX/XXXX XX/XX/XXXX- Called multiple people at BOA and finally spoke to a manager who " escalated '' my claim and re opened it. She also said since I re-opened the claim and as long as I faxed a written statement to them and anything else to prove I was in NC then the money would not be taken out. That day I went to BOA and faxed a written statement and a Chiptole online order receipt from my lunch that day XX/XX/XXXX- I called BOA to make sure my documents were received. They were, but then I was told that there were " notes about requesting the money not being taken back, but that was not a guarantee '', which no one had told me before. I also was able to get my badge in records from school/work along with my phone GPS information so I faxed all those documents that day as well. 

XX/XX/XXXX- I filed a police report about the fraud activity XX/XX/XXXX- I called to make sure my new documents were received, and I was told they were. 

XX/XX/XXXX- The XXXX $ credit was taken back from my account and I am -XXXX . I called BOA again and no one was helpful or concerned with my situation. I have whiplash from all the conflicting information I have been told. A manager also told me that " no they did not have my badge in records. '' I am a graduate student who is -XXXX $ and has had to leave lab/work multiple times during the day to fax documents and get police reports and call BOA and etc. I did not realize this was my job as no one ever contacted me during the investigation, which I have told them several times. Later that day, I went to BOA and faxed the public police report ( waiting for a more detailed one ) and re-faxed all my badge in documents and phone GPS information. The way this situation has been handled is a joke, and this has been exhausting and stressful for me. This does not hurt BOA at all, only me who has to deal with all of this. Now my account will just sit at -XXXX $ until this is resolved, which can take up to 60 days ( but who knows since once again no one can give me clear details )

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