Consumer complaint received 2019-05-08
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Let me start with I have banked with Bank of America for 30 years..XX/XX/19 I used my work desk top computer, as I have done for 4 years, to log into my Bank of America checking account to insure that my payroll direct deposit was deposited. When I put in my user name and password the next screen that popped up was asking for my security questions - which I answered. The next screen popped up asked for confirmation of my debit card and it already displayed the last 4 of the card, the next screen asked for confirmation of my email. After I answered the questions it then took me directly to my account - I ensured my direct deposit was there - it was so I logged out. Within 10 minutes after I logged out I received a text from BofA saying they had suspended my account due to fraud. I freaked out and called BofA and spoke with XXXX and she advised that " XXXX XXXX XXXX XXXX '' received {$2400.00} - I informed here I do not know a " XXXX XXXX XXXX '' and I did NOT authorize any payment at all. She told me that XXXX was not a person but it is a money transfer thing ( I had NEVER heard the word XXXX before ). She opened claim # XXXX. I was then advised that I should probaby run a scan on my computer as what I described sounded like Malware. I then left work and went into the XXXX BofA office and opened a new Savings and Checking Account and received a new debit card as well and worked with XXXX XXXX to open these accounts. So far both these ladies were very helpful and reassuring that my funds would be returned as quickly as possible. In fact I was advised that by the 10th business day my funds should be returned. 

On XX/XX/XXXX I called BofA to get status as my funds had not yet been credited to my account. I spoke with XXXX and she told me the " claim was denied '' - I was absolutely devastated! and started crying and asked to speak with a supervisor. This was at XXXX. She told me that " XXXX '' was not available and she would give her my information to have her call me within an hour. At XXXX I called back and asked to speak with the supervisor XXXX XXXX XXXX came on the phone and we were on the phone for about 4 hours! She stated that she needed proof there was Malware on my computer - as in our discussion as to why it was denied she stated that the analyst denied it because there " had been activity '' since XXXX. I tried to find out what that meant and in fact told her that for the past 8 years I have always checked my bank from my work desktop. I told her that I ran the scan - which took 3 days to run - and there was Malware and some other red flagged items for which I immediately removed them - I used XXXX XXXX XXXX. She asked if I could print out a report - with her on the phone I pulled up the program and reviewed all my options that the program offered and there was no report - I also told her that when it was " suggested '' to run a Scan - that no one advised me that I would need " proof '' - that if either XXXX or XXXX made any mention whatsoever that I would have needed proof I would have surely taken print screens - XXXX then informed me that my email account was probably hacked too - I said " what? You are saying my email was hacked '' and she said yes. She asked if I would object to contacting XXXX  to see if they could provide some assistance so she called XXXX  and we did a 3 way call but XXXX offered no help ; she then stated she knew how to contact XXXX to see if they could help and of course I agreed so we conducted a 3 way call with XXXX - and we spoke with XXXX who opened a claim # XXXX - with all 3 of us on the phone he then logged into my computer and pulled up the XXXX XXXX XXXX and confirmed with XXXX that there is no report that can be produced - he did some searches on my computer and he told XXXX he totally believed me that the scan was run as the computer was totally clean at this point. XXXX then said she was going to resubmit the claim for reconsideration - we were on the phone for almost 4 hours! 
On XX/XX/XXXX I called BofA and spoke with XXXX who advised that XXXX was off but that she did put the file in for reconsideration. I asked for a fax number so I could fax over the police report I had filed and I faxed over the police report to XXXX. On XX/XX/19 I called and spoke with XXXX and she stated it was still be reviewed and to give it until XX/XX/2019. On XX/XX/19 I called and spoke with XXXX and then with XXXX - XXXX advised that the claim was denied at which time I broke down again crying and re-reviewed EVERYTHING - he put it back in for reconsideration. 

On XX/XX/19 I actually went into the BofA in XXXX and spoke with the Branch Manager, XXXX. I reviewed AGAIN everything. He indicated that he has been successful in other attempts when fraud has been denied and that he hoped by the end of the week I would have my funds returned. On XX/XX/2019 and XX/XX/2019 I left XXXX messages and as of today I have not heard from anyone. I have tried to contact him because I found something under Action Center that I wanted to submit but as of today 's date no one has gotten back to me and I still do NOT have my {$2400.00} back! 

I just do not know what else to do - BofA contacted me due to " fraud '' on my account - I have done everything they have asked - they refuse to give me back my money that was stolen from my account. I just do not know what else to do - I simply can not just let {$2400.00} be stolen from me from a federally insured institution where I have banked for 30 years! Someone please help 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 monetary relief