Consumer complaint received 2019-12-23
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NV
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/XXXX my cell phone and debit card was stolen sometime after XXXX from a XXXX 's establishment I was at earlier that morning. I did not realize my items were gone until later that evening of the XXXX around XXXX. I had gone to bed and figured I had left them downstairs with my purse. Immediately after I found out they were gone. I got online and checked my B of A account and noticed that there were 2 transactions totaling {$400.00} that occurred after I had left. I then reported my card lost/stolen. The next day after replacing my cell phone I tried calling the bank and after being on hold for approximately 45 minutes I had to hang up and go to work. After work approximately XXXX XXXX on XX/XX/XXXX I called B of A again to verify my card was stolen. I tried to explain to the CSR that I was only disputing the last two {$200.00} atm transactions and fees. He then said he would have to submit for the total amount of XXXX because that is what it was asking for verification. That he would note in comments about the {$400.00}. He then told me that it would take up to 10 days before they could credit my account and up to 45 days to complete my claim. I said OK and that I would call back later that afternoon with a police report # for their records too. Later that day I tried emailing via the claim link the police report and was told that that option was not available and that they had all the information they needed and would contact me if necessary. Then I called the number supplied for the claim dept it said. It was just an automated service to check on your claim status with no options to select to speak with a CSR. I ended up calling their main service # and after going through repeated prompts and being on hold for over an hour I finally spoke with XXXX and was able to give them the Police report # that was told would be needed for my claim. Over the next few days I spoke with XXXX and nothing from the bank XXXX said they were trying to speak with anyone handling my claim and we're having a hard time as well. Then on XX/XX/XXXX I received an email from B of A denying my claim for {$1200.00} because transactions were verified. It took me 2 days to finally speak with someone about this. I again explained that I was not disputing all of them just the last 2 transactions and that I even filed a police report for it as well. The CSR informed me that none of this information had even been noted only the police report number was updated. He said he would really submitted my claim again stating what happened and the two girls that were later seen I found out from XXXX using my card. I was told I should have a status update within 2 weeks up to 30 days. It is now XX/XX/XXXX and I have yet to get any results. All I want is the {$400.00} plus fees reimbursed to me. I have done everything I can on my end to assist them. I have been banking with B of A for over 18 yrs and this past month has been one issue after another with them. 

Now not only has the missing {$400.00} and extensive delay in recovering it cost me time. It also caused me to incur added fees for having returned insufficient fund charges, and having to incur late fees from having to pay my rent late, and utility bills too. 

Then the fact that on XX/XX/XXXX I deposited a check from XXXX XXXX where I work for {$1000.00} and another for {$640.00} and they put a deposit hold on both of them for the total amounts. They released the {$640.00} ( XXXX XXXX personal check ) on XX/XX/XXXX but my XXXX XXXX check they put a 10 day hold on siting FCC REGULATIONS was the reason for the hold. XXXX I have never heard of that. And the screwed up thing is that they say the quickest my funds will be available to me will be on XX/XX/XXXX at XXXX XXXX XXXX day. Because they are holding my funds and have yet to reimburse me for the {$400.00} as well. I have not been able to pay my XXXX rent, have now been served an eviction notice, and can't even do anything for my XXXX boys for XXXX morning. And as of now will be homeless after the new year. 

Yet all anyone at B of A can tell me is that there is nothing they can do. I have never had issues like this with them ever until now. The last time I had a fraud claim 2 yrs ago the credited my acct immediately and I have not had a check held for the full amount on {$1000.00} or more in 10 years. The most they have ever held was {$500.00} and made the other {$500.00} available. 

Not until I had to submit a claim did all my funds start becoming an issue. All of this over {$400.00} dollars. I don't get it and because I can't seem to get any information from them. I find myself here requesting your help in this matter. 

Thank you

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