Consumer complaint received 2020-12-08
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem with a purchase or transfer
Sub-issue: Charged for a purchase or transfer you did not make with the card

Complaint:
I want to preface this that I filed a claim with Bank of America 's claim 's department on XX/XX/XXXX and I received a letter on XX/XX/XXXX dated and generated XX/XX/XXXX, the DAY AFTER I filed my claim, stating that my claim was closed because it was " the subject of fraud or suspicious activity. '' This tells me that BofA did not conduct a proper investigation and they are automatically closing claims within 24 hours. 

My claim number is XXXX in the amount of {$2600.00} account ending in XXXX. 

Essentially, {$2600.00} was stolen from my account through 4 fraudulent transactions. These transactions were made in cities I have never been to and locations far away from my home. My BofA EDD card was in my possession the entire time. I was told by a BofA rep when I first filed the claim that they would credit that amount to me in 10 days and perform an investigation, but they closed the claim the day after I filed it. The rep told me that my card was probably duplicated and that the scammers got my number and pin from a skimmer or that the info was sold on the XXXX XXXX. I have since canceled the old card and received a new one in the mail, but I'm having trouble getting Bank of America 's claims department to take this seriously and refund the disputed transactions. 

I filed a police report today with the XXXX ( tracking number XXXX ) and faxed that documentation to Bank of America as I'm trying to reopen my claim. Still, the claims department representatives were unable to give me any details or documentation as to why my claim was closed or regarded suspicious or fraudulent. They could not provide me a timeline and told me to call back next week. The number for BofA 's claims department is XXXX. To be honest, I suspect that there has been an internal leak at Bank of America or the EDD because XXXX people have been affected by EDD fraud and the issue has been in the news. An operation on such a large scale is probably not the result of skimmer devices and leads me to believe that there was a data breach or lack of proper security of customer information. 

Instead of investigating the claim, BofA closed it even though there should be video footage for the 3 ATM withdrawals and the purchase at the XXXX XXXX in XXXX. 
I filed a claim disputing the following 4 transactions that took place between XX/XX/XXXX and XX/XX/XXXX. 

Transaction 1 : BANK OF AMERICA XXXX XXXX XXXX XXXX California United States of America XX/XX/XXXX XXXX ATM Cash Withdrawal $ XXXX Transaction 2 : BANK OF AMERICA XXXX XXXX XXXX XXXX XXXX XXXX , California United States of America XX/XX/XXXX XXXX ATM Cash Withdrawal $ XXXX Transaction 3 : BANK OF AMERICA XXXX XXXX XXXX XXXX, California United States of America XX/XX/XXXX XXXX ATM Cash Withdrawal $ XXXX Transaction 4 : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, California XXXX United States of America XX/XX/XXXX XXXX Purchase of Goods or Services $ XXXX Total : {$2600.00} Please look into this mishandling of customer claims and help me get this issue resolved. Thank you!

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