Consumer complaint received 2021-03-02
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
This happened XXXX, XXXX  years ago, but I did not want to miss the opportunity to report a very difficult situation I lived because Bank of America allowed non authorized individuals to access my accounts to change my contact information ( Back then I had been client of the bank since XXXX XXXX. I called to unauthorized the change of email address, within the hour I received the security alert. It seems the bank did not take any action to protect my accounts nor my data. As a result I had : XXXX ) Around 20k fraud overseas purchases charged to my credit cards between late XXXX and early XX/XX/XXXX. Once the fraud was identified the bank froze my accounts. I had to expend important resources traveling to unblock my accounts, to dispute the transactions, to change my savings and checking accounts and issuing a new credit card. The bank and also the representative that took care of my case in the banks branch ( XXXX on XXXX the XXXX XXXX ) clarified, that I would not be have to pay for fraud purchases, I also received a new credit card from the bank allegedly to have cash back, for the bank to compensate for my inconvenience, and later he said the bank admitted that after a thoughtful investigation, the management of my data was careless, as well as my security filters access, providing access without the right security verbal password. 
XXXX XXXX Same week again XX/XX/XXXX my assets in the bank were blocked, XXXX XXXX helped my unblock again assuring everything was OK. However seemed that the bank also granted access again without proper security check, giving XXXX usd in emergency cash from my credit card, to an individual, that pretended was me, in person in a branch in XXXXXXXX XXXX either the XXXX or XXXX of XXXX, without even noticing, this was a different persons to my banks ID picture. The bank XXXX XXXX XXXX XXXX assured me the XXXX events were completely isolated an unrelated, that I could feel free to keep my assets with the bank, that I were about to close. ( I successfully disputed that emergency cash ) XXXX ) XX/XX/XXXX, I noticed in the banks app an added contact number supposedly to be mine that I did not know nor authorized. Then same week an alert saying that there was a new credit card sent to an unknown address. Again the bank was granting access to my assets without respecting my security filters and non-protecting my data, nor my assets and making me feel very vulnerable to keep having saving on the bank. 
XXXX XXXX XXXX XXXX another intent to fraud was successfully stopped by the bank. I asked my assets to be frozen including closing credit cards until I could travel again to a Bank of Americas branch to close them for good, in person, and every single asset and credit card I had with the bank, since they lacked to protect my data, privacy and assets, the situation was causing my a lot of trouble and unnecessary stress, endless phone communications and expenses from my side. On XXXX the XXXX XXXX I finally closed all account filling the adequate complains from the obnoxious treatment I had received. XXXX the representative that took care of my case in XXXX, assured my accounts were properly closed I had nothing more to be worried about. 
XXXX ) On XX/XX/XXXX, I received an email from the bank asking me to take action, since according to their files one of my old savings accounts has not been used for more than XXXX months and they will consider it abandoned. I wrote XXXX XXXX with no answer. I hope this or any other situation related will impact my credit score of financial reputation. I did not abandoned any account I asked XXXX years ago my accounts to be closed for good. 
XXXX ) I doubted and I was reluctant to revisit this case again, however I believe is right to expose this case, hoping further consequences for anybody else or my self can be avoided. The bank was careless, unmindful and did not showed they cared about me as client or person. I did not lose any money from frauds but definitely am very much afraid of my data and assets protection as a result of the banks behavior.

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