Consumer complaint received 2019-06-20
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TN
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
XX/XX/XXXX Bank of America called to inform me of someone posing as me to retrieve my account information. I cooperated with the representative and they sent me a code to verify my identity and I repeated the code that they sent. Representative said my online profile would be shutdown/closed until Monday when I call back. 

XX/XX/XXXX morning - I checked my email and saw the following emails from Bank of America : XX/XX/XXXX at XXXX XXXX stating my online id was looked up XX/XX/XXXX at XXXX XXXX stating my passcode was reset XX/XX/XXXX at XXXX XXXX stating my online id was looked up XX/XX/XXXX at XXXX XXXX stating that Transfer Recipient Has Been Edited 'To : XXXX XXXX Date : XX/XX/XXXX New name : XXXX XXXX , null Previous email or mobile : XXXX New email or mobile : XXXX ' XX/XX/XXXX at XXXX XXXX stating I had transfered {$2400.00} to XXXX XXXX at the email address XXXX I did not look up my online id. I did not reset my passcode. I did not edit the email address to a transfer recipient. I did not transfer {$2400.00} to XXXX. These transactions are fraudulent. I filed a claim first thing Monday morning with Bank of America - claim number XXXX. 
On XX/XX/XXXX I received an email with a pdf attached stating my claim has been denied for the following reasons : Our investigation found that you gave your online id or passcode to a person or entity. Under these circumstances, you authorized that person or entity to perform a transaction on your behalf. 
I called the XXXX to talk to someone about my claim. They said I needed to send phone logs of my calls and text messages to them and once they receive them they would reopen my claim. They said it could take up to 5 day to receive any faxes. 
XX/XX/XXXX I faxed my phone logs plus the emails from Bank of America that I received that day, a total 10 pages. 
XX/XX/XXXX XXXX XXXX - I called Bank of America to ensure they received my faxed papers. They did. The representative said they would review then reopen the claim and it would take at least 10 business days for them to disposition the claim. 
XX/XX/XXXX XXXX XXXX - I called Bank of America to followup on my claim. It was never even reopened. 

In my opinion I have supplied the necessary documentation and Bank of America is stalling. I'm getting the run around. I feel like they will continue to deny my claim until I give up. This is fraud plain and simple. It's been over a month. I'm a single working mother who has lost {$2400.00} for over a month now. This is disgraceful. I'm running out of options and time so I'm filing this complaint with you in hopes that this can be resolved. This is not an uncommon occurrence ... .I 've researched online ... I've seen numerous articles and news stories on this kind of crime with XXXX XXXX I've also seen many other Bank of America customers being denied. It's outrageous. Please help me solve this problem.

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