Consumer complaint received 2017-08-21
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
During the morning of XXXX XXXX, XXXX, my purse was stolen containing my debit card and checks associated with this account. I proceeded immediately to report to the police authorities the incident and a report was filed under case number XXXX. Being XXXX XXXX I proceeded immediately to call Bank of America customer service to report the incident ( Friday XXXX XXXX, XXXX ). Two hours after, I presented myself to the XXXX XXXX branch of Bank of America, where I reported personally the issue to XXXX XXXX, in the role of Relationship Manager. On Saturday XXXX XXXX, XXXX, noticing that accounts were not closed yet, I proceeded to request XXXX XXXX Branch Manager the closure of my accounts. Her name XXXX XXXX. On Monday XXXX XXXX, XXXX, I came into XXXX XXXX XXXX, without funds in my account since thieves had withdraw by that time the amount of XXXX USD in two separate fraudulent transactions dated XXXX XXXX, XXXX that had been debited. This day the XXXX XXXX, Manager of the Downtown office received me and also did not closed or blocked the account. These funds were back posted by the bank into my account on XXXX XXXX, XXXX and XXXX XXXX, XXXX. After three visits to two branches of Bank of America and assisted by Managers the account was never closed at my request or blocked by either of them. And netiher by the Customer Service Agent on the call of XXXX XXXX XXXX. On Tuesday, XXXX XXXX, XXXX once again I visited XXXX branch and met with XXXX XXXX, Branch Manager. On Tuesday XXXX XXXX, XXXX, late night using mobile app I noted another fraud withdrawal in a form of check was performed from my account. Now this time for XXXX USD. All this after notifying Bank of America, XXXX and XXXX XXXX branches, through their Managers, and through customer service phone line. I had presented a claim of check fraud posted on XXXX XXXX, XXXX through the customer service phone line. At today 's date ( 82 days after ) the bank has not returned my funds and has created financial hardship through the ongoing process. Reason why I am asking this Bureau to represent my rights and aid with this financial institution in returning these funds with immediate effect and provide an update, response of the claim status. Numerous calls I have been placing through their claim check fraud customer service line, without receiving any response or return of funds. They just are limiting to inform claim takes up to 90 days to provide an answer, which is unacceptable. As you much have read, this is a very unfair situation, since I called the bank and was in contact personally many times with their authorities channels to avoid and prevent any fraud or withdrawal of funds from my account, but they certainly did absolutely nothing benefiting the thieves to continue withdrawing cash from my account.

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