Consumer complaint received 2020-10-16
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Unexpected or other fees

Complaint:
On the morning of XX/XX/2020 I awoke to my bank account at Bank of America completely empty. When I last checked it, my bank account had almost XXXX dollars. I immediately logged into my account online and discovered someone made multiple purchases to XXXX online. 

I know exactly who did it. It was a man I dated for a short time and broke off with 5 days before He drained my account. 

I called the bank immediately and filed claims for the transactions that had posted although many were still pending. The woman I spoke to from Bank of America told me if I called XXXX they will be able to give me the information of what was ordered and where it was sent. 

I called XXXX and told them my information had been stolen to fraudulently order products and they were able to look up the account that was created to do so. A fake account was created in my name specifically for this. The XXXX representative gave me the email and password so that I could Log in and see the information. She also tried to cancel the shipment of any orders that had not yet left. Still, There were multiple orders that were sent to multiple houses and I didnt recognize any name or address. 

I immediately Googled search every address and was able to find the names of tenants living in the homes the products from XXXX were shipped too. I recognized none but wrote them all down. 

Next, I went to XXXX and searched the man I know had done this. His name is XXXX XXXX. I found his profile but his list of friends were private. After I found XXXX profile, I individually searched the names of the tenants I found on google earlier. I WAS ABLE TO CONNECT A TENANT DIRECTLY TO XXXX XXXX. 

One of the many fraudulent orders placed with my card to XXXX was shipped to an address with XXXX XXXX listed as a tenant. That order contained {$860.00} of products bought with my credit card!! XXXX XXXX AND XXXX XXXX ARE FRIENDS ON XXXX AND ON XXXX. 

XXXX stole my credit card and ID card info and ordered products to XXXX house. 

After I had a direct link confirmed I called the police. An officer came out and I filed a police report only just a few hours After receiving Information from XXXX And doing my own research. 

I immediately called Bank of America and told Them I knew who did this and I filed a police report. I gave them the Incident Report number. 

I checked in with the police station, and Bank of America for days and nobody knew anything. It Seemed like nobody cared to do anything. 

Since the XXXX representative gave me the log in information for the fake account I was able to log in every day and see if products were shipped or canceled. Products ordered to XXXX XXXX home unfortunately were still shipped. 

I think since because this was the name that directly linked everything to XXXX this order In particular made me upset that it was still shipping. Although Im not proud on XX/XX/2020 I drove to the address the products were shipped to. I was going to demand an answer. 

A white car was in the driveway, so I knocked on the door. An older woman answered and I said My name is XXXX XXXX she said how weird, we have your package I said I know, can we talk about that? I asked if her son was XXXX she said yes and I told her that her son and his friend stole my credit card information and ordered over {$800.00} worth of products to her house. She was shocked. She gave me my package and said she would look into what happened. The package is still in my trunk because I dont know what to do with it. 

About an hour later, I get a text from XXXX and hes begging me not to press charges. He said he was homeless and living out of his car ( I had no idea ) and made a bad decision. 

From the beginning of this all I told Bank of America I absolutely wanted to testify. I was stolen from and betrayed. Im hurt and confused. 

On XX/XX/2020 I woke up to another fraudulent charge of {$320.00} to a completely different XXXX XXXX. The purchase was to XXXX. I had a feeling that was him but I had no for sure proof. 5 days later Fradulent charges were made to another card of mine. He did this to every single account I had. Two cards, two accounts, two different banks. 

The last time I saw XXXX XXXX, was the early morning hours of XXXX XXXX. We got into a fight and I blocked him on the dating app we met. 3 days later Im receiving miscellaneous charges to my card. 

He could have easily accessed my cards by rummaging through my purse in the middle of the night however, Im almost positive it happened our second date. I accidentally forgot my wallet in his car. I actually had no idea I had done that until he called me and said I left my wallet in his car. Dont worry, Ill bring it back he said. Although he did bring it back, it was at that moment he could have taken photos of my ID and debit cards. 

Bank of America has returned the money to my account but beginning XXXX XXXX they Took it back and THEY ARE NOW SAYING I OWE THEM THE {$2800.00} OF HARD EARNED MONEY THAT WAS STOLEN FROM ME. 

This is incredibly painful to deal with on top of the betrayal Im already feeling from being robbed by someone I let close to me. I never would give him permission to use my card and I cut off communication with him Completely days before He did this. I have a mountain of evidence, however no one is reaching out to me. Ive been on hold with Bank of America for over an hour trying to figure out why this has happened. A Bank of America representative said she has escalated my claim and all I can do now is wait for Someone authorized to help me. She said it will take 24-48 hours and it has now been almost 3 days. This is my unemployment account. My benefits are deposited into my account. Since They are saying I owe them almost {$3000.00} my account is in the negative and all my benefits that I am supposed to be receiving are going right to Bank of America. {$900.00} of my Unemployment Benefits have been drafted into the negative balance account. 
This is so unfair.

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