Consumer complaint received 2016-01-11
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WA
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
On XXXX XXXX, I was XXXX on vacation. I have XXXX accounts with Bank of America : On XXXX XXXX of 2015 my personal checking acct. received my monthly XXXX deposit of {$870.00}. This acct. had {$10.00} in it bringing the balance to {$880.00}. My other XXXX accts. had less than {$5.00} each. I added via online BofA transfer services, {$40.00} to my second checking acct. and {$300.00} to my XXXX acct. Later that morning I went XXXX to use the ATM to remove XXXX from XXXX XXXX to pay my rental and have some running around money. XXXX is a sister like bank to BofA. I had trouble with the ATM working and tried it a couple time. Each time failed. A overly helpful XXXX man who spoke XXXX, kept reaching into my ATM area and pushing buttons to show me how to use an ATM. I pushed him off and suggest he leave. He eventually did leave. I finally used my XXXX card and managed to pull out XXXX. Exchange rate at that time was about XXXX to XXXX dollar. I went back to the rental and went online to let BofA know that I was in XXXX. so they would release my funds. I saw that my online acct. was being hacked and half of my funds were already gone. As I could not phone BofA from XXXX with my cell phone, I went online to a chat room and reported what was happening. The chat person at BofA, although trying to be helpful, did not seem to understand that my acct. was being hacked at that moment and by the time I got off the chat. All XXXX of my accts. contained less than XXXX dollar. 
-- XXXX XXXX was the first time I could cross back into the XXXX, as I had to prepare for the worst and secure money for a trip back XXXX. The first thing I did was to go to BofA in XXXX XXXX and file a complaint with the bank. I showed my cards to the bank clerk and he handed XXXX card back that was not mine. I realized then that the person trying to help me at the ATM had stollen my card and replaced it with a card that looked like mine. This BofA clerk then made a call and turned me over to a representative. I explained what happened with the card and the acct. He said BofA was going to lend my acct. XXXX dollars. This BofA did not do, not a penny. 
-- On or about the XXXX of the same month, I spoke to a representative online and they did not understand the theft, I then asked to be transferred to an " online banking fraud '' clerk. They transferred me and this person reviewed my acct. and immediately repaid my acct. XXXX. I then opened a savings acct. online. I called BofA and transferred that sum of money into the savings acct. with the help of a BofA clerk. All this was completed over the phone. 
-- I started to receive notices from BofA that my claim with the debit card fraud was denied and they were going to take back the XXXX dollars from my acct. Recall please ; that they did not add any $ to any of my accts. On XXXX/XXXX/2015 BofA charged my checking acct. a negative amount of money ; XXXX. The next day my XXXX deposit of XXXX dollars hit the acct. and my balance left out of it was {$180.00}. Which is where it 's at today. I have not touched this acct. and wish for my XXXX money to be restored in full. They said they were taking out for the money given me for the debit card fraud and took the money for??? 
-- A side note : BofA 's online accts ( like my acct ) were hacked in XXXX and XXXX for more than a XXXX dollars. At least that is what I read online. The method they described matched the way they hit my acct. 
-- I want my money back. I was insured. I want it back in my BofA acct. 

Thank you for your time. I hope to hear from you soon. XXXX XXXX XXXX XXXX XXXXXXXXXXXX

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief