Consumer complaint received 2021-08-09
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
My wallet which including my ID and bank cards has stolen on XX/XX/XXXX. 
Then I filed a police report, and someone tried to use my XXXX  XXXX card which has been blocked by the bank, and I replaced a new ID with stolen and call the bank to inform them that my wallet has been stolen and I lost everything inside and the bank replaced all the bank cards for me. Then, I thought everything was fine. 

However, on XX/XX/XXXX, when I checked my bank account, I found there were three in processing transactions, one was withdrawal as of {$2500.00} by ATM, another was Bank reversal as of {$2500.00}, the last one was a withdrawal as of {$2500.00} again. I confirmed with my family who still can assess this checking account to make sure was not him. Then I called the Bank of America immediately, the bank freeze my account. I asked them if they can stop the " in processing '' transactions, they said no. Then the bank opened a fraud claim for me just let me wait. 

And we have ( present ) our debit cards which link to the checking ending XXXX when those identity theft commit crimes and frauds. 

I filed the police report again and updated with the bank regarding the identity theft. 

However, on XX/XX/XXXX, I found there were a posted check amount as of {$4500.00} into my bank, I thought it was a refund from the bank. After I reviewed and realized it was from someone else, named XXXX XXXX whom I never know and with a faked my signature to deposit check. However, sooner, the transaction has been returned back and I lost XXXX dollars. I thought the bank has already monitor my account and I called them again. I have been told that the check amount might be related to the ATM withdrawals and had me to wait again. 

On XX/XX/XXXX, I got a message from Bank of America that they would not pay back to me and they think I authorized all the transactions. I called the fraud department again to explain that I and my family who also has the assess never authorize those fraud transactions, we don't even know when, what time, they commit the fraud. And the department still told me that the check amount as of {$4500.00} as a fake check which someone used my identity to deposit. I told her that I never know this and never authorize anyone to deposit this check. And I filed the police report again and realized that the identity theft not only steal money from my checking account, but also tried to open a new credit card and car loan by experian credit report. 

Those fraudulent transactions are all not without my permission and I didnt even know the exact time they commit the fraud. After I reported and informed the bank on XX/XX/XXXX, I never know the fake check issue until it posted to my account. They are all fake. Please do the investigation and I am very happy to cooperate and I worked on XX/XX/XXXX and XX/XX/XXXX at XXXX, XXXX XXXX XXXX XXXX, XXXX, CA XXXX and my wife was working at XXXX, XXXX, XXXX XXXX XXXX, XXXX, CA XXXX. We are happy to have our company and coworkers to prove that on those two days. We never attended any banks during XXXX. We only go to drive through ATM in XXXX, XXXX XXXX or the ATM on XXXX XXXX, XXXX, and we can swear we didn't go to any Bank of American branch in XX/XX/XXXX. We are happy to get a camera reports from banks. 

And I received the letter on XX/XX/XXXX regarding the identity theft changed my daily limit withdrawal from {$1000.00} to {$2500.00} without my own debit card, AND they replaced my own debit card by my personal information without my permission. 
They commit the fraud on XX/XX/XXXX and XX/XX/XXXX at the same day they changed my daily limit. 

Please kindly help us with those devastating frauds because those our money to survive during pandemic with our family. 

Thank you Best, 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