Consumer complaint received 2023-08-05
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
We had a Bank of America checking account opened in XXXX as a custodial account for one of our then XXXX XXXX who had XXXX XXXX XXXX  and XXXX XXXX XXXX. He had XXXX XXXX XXXX surgeries. The account was owned by his dad XXXX XXXX XXXX as representative payee and primary caregiver. His mother was his power of attorney. His XXXX checks, stimulus checks, settlement checks and any other monetary benefits for his needs and care was deposited and withdrawn. The account was paperless billing with mobile app on both parents phone and all information was up to date. In XX/XX/XXXX, we sold our home after our son needed a more reliable and safe home and area for his health and social care and life. We deposited the funds into the account and used what was needed and saved the rest for a future home purchase. We had other accounts that had large deposits with different banks, also set up the same way with paperless billing and mobile app. Starting on XX/XX/XXXX through XX/XX/XXXX, there were multiple withdrawals in varying amounts from {$1.00} to {$190.00} with a daily total of $ XXXX from one merchant XXXX We did not give consent, authorization, permission of any kind for merchant to access our account and for Bank of America to transfer funds from our account to apple.com for unauthorized and unrecognized transactions and purchases. We never received any text, frozen card, fraud alert, NO SARS report, no annual statement, no fraud letter, no phone call to account holder or emergency contact. We went into the branch in XXXX, XXXX to make a withdrawal for escrow for a home and was told that the account had been force closed with a negative amount. We were horrified. No one would give us a statement except to call fraud department. No fraud alerts, no mobile alerts. Nothing. I wrote down every fraud representative name, claim number, dates. Everyone apologized, agreed Bank of America was at fault but they would not give us our money back, no provisional credit for total amount. Three fraud department supervisors name XXXX, and XXXX, and XXXX attempted to mail out multiple checks for the total of our loss with no interest. Even though we had updated our phone number and address in the system and it was confirmed, the bank mailed the payments to our old address when account was opened. They claim that they remained the checks again but we received nothing. No letter after XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX  We repeatedly ask for a provisional credit with interest immediately, we asked for a chargeback immediately, no one from any department has mailed us any letter or correspondence. They just took our money and stop communicating. We had XXXX immediate family deaths so we had to wait a few weeks for us not to have a XXXX or XXXX XXXX in our XXXX. We have lost everything. We are homeless, we list our vehicles, we lost our storage full of furniture and our life possessions. My husband and I have been married 33 years with XXXX children. Is our son with the serious XXXX XXXX had lost his parents he would have had funds to live and have a house and car. Our money was also in the account to provide for his care and our expenses on his behalf. His stimulus checks, we lost everything. The Bank of America ignored all the regulations of laws and rules of Regulation E, they never gave us a solution. We have a appointment On Tuesday, XX/XX/XXXX to again try and resolve this matter over XXXX? years old and receive a immediate payment from the bank that day. We have suffered enough. Bank of America allowed XXXX to daily withdraw thousands of dollars everyday from our account until it was depleted and no one tried to fix it, stop it, report it. We have been indigent and have lived in squalor for XXXX years individually and as a family. We have all the documentation finally and a paper trail how Bank of America has partnered with companies with AI software to not decline transactions. We need immediate action and resolution. Bank of America are like financial domestic terrorists preying upon the vulnerable and turning a blind eye. Please help make us whole again. We want our money back of course with interest daily but some of the homeless and health and life experiences we can not out a price on those traumas. 

The original address for the account was XXXX XXXX XXXX, XXXX, XXXX  XXXX. We lived there from XXXX, We sold home in XXXX and was expecting to buy another home XXXX  months later after renting awhile until market recovered from pandemic. Our current address is XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX. Our phone number is ( XXXX ) XXXX. We are currently facing eviction again. We are trying to live within our means and we have XXXX children and our lost money for no valid reason whatsoever to not have it returned has made housing unaffordable, unstable, it has cost our children academically to fail due to excessive absences and low grades from honor roll and advanced placement because of XXXX and mental lack of self care, no motivation for humanity harm imposed on us

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