Consumer complaint received 2017-08-22
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
I have an account at Bank Of America. On XX/XX/XXXX, someone has stolen my debit card and withdraw XXXX $ during the same night. I was going home, that 's why I ordered a XXXX. When I entered in the XXXX, quickly the driver, a XXXX woman asked me if I can pay in cash as the transaction by the app did not work. I was confused as the beginning as usually it works good but as i wanted to go home quickly i said ok. So, she brought us to a ATM for driver as i did not have cash with me. I was sitting at the front of the car so just beside the driver. I started to make the transaction and put my pin but after some minutes of reflexion, I decided to cancel the transaction because this situation was for me strange, and had non sense. As I did not give her money, she told me that she was not able to bring me back to my house and that i can leave of the car. After that she let me on the street, i decided to eat something to XXXX before to order again a new XXXX. After order my food, the cashier asked me to pay and i noticed that i did not have my debit card on my purse. Directly i locked my debit card and check my account but it was too late. Someone and for sure the driver succeeded to withdraw XXXX $ at a ATM of bank of America. So, it is simply a robbery of my debit card with a ilegal transaction. She tried as well to put gazole in her car at a XXXX station but fortunately, i had time to lock my card before. I have the alert mail which shows that. For sure, she stole me my debit card, i dont know how but she succeeded to do it when i had a lack of attention in the car. And as she was beside me at the front of the car, she had the same vision than me on the screen and so able to see my pin. That 's why, she succeeded after to withdraw money without problem and in doing no error with the pin and even to try to put gazole in her car. The tomorrow morning, i went to bank of America to claim the refund of my money after this crazy story. I even added a police report to support my claim but after 10 days, the first claim has been denied with the reason that they tried to reach me by phone and that my voice call was not set up. They wanted to ask me some question to have more details. It was true as it was a new American phone for me as i come from XXXX and i did not think about to set up the voice mail. So, I called again bank of america to reopen my claim. I set up my voice mail of my phone and I told them that i was available to answer to all the questions that they want to ask me and provide all the details necessary to help the resolution of my claim. But last week on saturday, i received a new resolution letter after 15 more days where it was written that my claim was denied again for no posting error of bank of America. Someone was supposed to call me during these 10  days of investigation but no one called me. It was one month and half ago and it is too much for me. I asked them to check the camera of the ATM to have the proof of my honesty as i 'm sure that it is not me but they did not do it. Otherwise, they will have the proof of the robbery and will refund me my money. Moreover, I called them again to reopen for the third time my claim after saw the resolution letter. Someone has reopened the claim but locked my debit card without reason as this issue was a long time ago and that i have currently a new debit card without issue. So, I lost time again to go to bank of america to have a temporary debit card in waiting the final one.

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