Consumer complaint received 2022-07-13
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I, XXXX XXXX XXXX, identified with passport number XXXX, holder of Bank Of America account number XXXX XXXX XXXX and holder of debit card number XXXX XXXX XXXX XXXX, am writing to you in order to request support for the Identity Theft fraud that I have been victim of through my debit card and claim without favorable XXXXesponse and identified before the Bank Of America with number XXXX. 
The fraud began on XXXX when in my email XXXX I received a security alert message, indicating that the changes requested through the Call Center had been updated ; I immediately contacted the Customer Service Department of Bank Of America to notify that I had not made any telephone request and they transferred me to the fraud department, where after my positive identification they proceeded to establish a verbal Pasword and informed the telephone agent that the debit card sent had never arrived at my physical address in XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX. XXXX. XXXX XXXX XXXX XXXX ) and requested that my account be blocked and that no charges be allowed until I presented myself at a Bank of America financial center in the United States. From that moment on, I was unable to access or view the account movements through online banking because my account was reported for fraud. 
On XXXX, I went to the XXXX XXXX  XXXX XXXX XXXX XXXX XXXX XXXX WA XXXX and was attended by XXXX XXXX XXXX XXXX Relationship Banker XXXX who indicated that they had made charges on my account in XXXX XXXX from XXXX XXXX XXXX for a total of USD XXXX. XXXX, XXXX, with a debit card that was never received by me and I proceeded to make the formal claim of the charges made to my account without my authorization and that clearly it was a fraud and I expressed my dissatisfaction for the lack of security by allowing consumptions after the day XXXX when I had reported the security alert to the fraud department of Bank Of America. 
XXXX XXXX at the XXXX Financial Center indicated to me that they would proceed with the claim for the charges to my account and proceeded to issue a new debit card which I have and was activated by me on Monday XXXX. 
On XXXX, I received a letter from XXXX XXXX, stating that it is not possible to approve my recent claim because the charges were authorized by me or made by someone who has permission to use my card or account, totally false and unfounded allegations as I had previously reported to Bank Of America 's fraud department on XXXX, I had previously informed the fraud department of Bank Of America on XXXX, a security alert due to the fact that I had been a victim of identity theft and that I had not received the card and immediately requested that they block my account until I physically presented myself at a Bank Of America financial center, on the same day XXXX at the financial center they instructed me to prepare a letter requesting the reactivation of the claim and I proceeded to prepare the letter and send it via FAX from the XXXX office. 
Today I call Bank Of America to know the status of my claim and they claim that they closed the account, deleted my email from their database and have no information of any claim, completely irregular situation because they have in their records more than thirty ( 30 ) calls made by me since XXXX. 
In conclusion, I thank you for your cooperation in clarifying the fraud that I have been victim of identity theft reported to the FTC on XXXX and identified with reference number XXXX and that you proceed to reactivate my account and return the amount stolen due to the lack of security of the Fraud Department of Bank Of America. 
I remain at your service for any further information. 
XXXX XXXX XXXX.

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