Consumer complaint received 2016-04-27
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
Bank of America checking Claim # XXXX, XXXX On XXXX/XXXX/2016 XXXX, I recieved txt message from B of A stating " B of A has temporarily restricted the use of debit card ending in XXXX. Call XXXX to verify '' when I was on my way to work. I got to the office and checked online banking statement. There was approximately XXXX activities about {$1400.00} that I did n't recognized. I called the number and spoke to representative. When the operator asked for information, I did n't answer fearing this could well be the part of fraudulent activity. So I hung up and called again using number in the back of my debit card, which is different from the number in the txt. The operator told me that the bank activities seemed fraudulent and told me that I would get my money back. All I had to do is to wait until the transaction would cleared from pending to fully stated in the bank account and to call the claims department to make sure of it. I was told the bank will investigate to catch the thief. Also during the conversation, I realized that the newly issued debit card was stolen, perhaps in the mail box. I never knew the new card ending in XXXX was coming on my way. 
On XXXX/XXXX/2016, I called and filed for claim for XXXX out XXXX transactions cleared in bank statement. On XXXX/XXXX/2016, I filed for claim for the last of XXXX transactions that cleared away. The operator told me that I would receive some letter for investigation. 
I got email for me to provide additional information. I complied that I did n't recieved card and I did n't know the identity of the suspect. 
On XXXX/XXXX/2016, the decision was made that they would reverse temporary credit. The reason was that " the card was present at the time of the transaction and PIN number was used ''. I do n't know about how the thief knew my PIN number but of course the thief would possess the debit card. Later conversation with BoA that the thief did n't use PIN. The claims person and insisted that I would give him the Police report #. 
On XXXX/XXXX/2016 I filed the police report ( # XXXX ) at XXXX XXXX Police station in LA and faxed this information to claims dept. 
On XXXX/XXXX/2016 B of A still denied to give credit for the activity. 
The reasons are as follow. 
The fraudulent transaction spans over period of days. ( fact : one day ) The file was claimed 6 days after the activity showing lack of urgency. ( fact : I called the same day and even moved money out of that account ) The suspect did n't maximize the transaction ( fact : he tried and denied at later transactions ) The debit card with chip could not be counterfeited and the suspect used the card ( fact : yes, therefore I reported stolen ) My statement over XXXX conversation with claims people are not consistent ( fact : I asked what 's not consistent and they did n't answer ) Bank of America refuses to pay back for fraudulant activity. BoA lacks brain to perform proper investigation. BoA does n't protect customer from thieves. BoA waisted so much of my time and energy and inflicted stress and 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 explanation