Consumer complaint received 2022-08-16
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MI
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX my winnings from XXXX XXXX in the amount of {$400.00} was deposited into my account at Bank of America. I originally requested to pick up my winnings at the casino cash counter and I received an email telling me that my winnings were ready for pickup. When I arrived to pick up the funds I was told that my request to pick up at the counter was canceled by someone and the funds were sent to the bank, referring to Bank of America. I never requested for the funds to go there however they did. On XX/XX/2022 I received a new debit card in the mail and a bank statement showing that the {$400.00} had been deposited into my bank account from XXXX on XX/XX/2022. I thought the issue was resolved and so I went to Bank of America to withdraw my {$400.00} winning only to be told that there was XXXX in my account. On the same day that XXXX made the deposit there was a transfer from an unknown source for {$10.00} into my account and then on XX/XX/XXXX the {$10.00} was withdrawn. Again on XX/XX/XXXX {$1.00} was withdrawn from the account, and again on XX/XX/XXXX {$390.00} was withdrawn from the account. Each of these transactions was sent somewhere different. The teller at the bank also informed me after giving her my ID that someone went into my account and changed my address and phone number on the account but left my name the same. I was refused help at the banking branch and was told to call the fraud department. When I call the fraud department they were unable to help me because whoever stole my identity changed all of the information including my login information for the app so that I can not report the account without being able to verify it. Bank of America not only caused me financial hardship but they breached my secure information by allowing someone to change all of my banking information and able to block me out of it. The fact that someone left my name the same and changed all of my other information should have raised a flag and I should have been notified but instead they allowed this person to withdraw my {$400.00} and even change my private information and I am unable to even speak with someone in the fraud department because I can not verify the information that the perpetrator was allowed to change. At this point I am ready to seek legal counsel for the breach in security, my stolen money, and mental anguish. PLEASE HELP! Also, they will not be able to locate the account with the billing address, or phone number that belongs to me and that is on my driver 's license because whoever stole my identity changed all of my information. This is the information that the teller gave me under my account and my social security number. XXXX XXXX XXXX XXXX New Jersey XXXX and phone number XXXX. I was told that my information was changed on XX/XX/XXXX which is the day that the fraudulent activity began with Bank of America. I attempted to call the phone number with no answer. The person finally text me and ask who I was and when I told them who I was and why I was contacting that phone number I was met with laughter and taunting. I would like my money refund it and I would like to prosecute these people to that highest extent of the law.

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