Consumer complaint received 2016-06-27
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IL
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
Recently my account with Bank of America was compromised and I submitted a claim as required. I provided them with a police report and evidence that I was at work when the disputed transactions occurred and Bank of America denied my claim. 
My debit card was stolen, I called BoA to report the fraud, I filed a police report, I was treated like a criminal from BOA in a branch bank and over the phone more than 2x, I have written letters, faxed documents, called and checked up on my claim, finally get my money back that was stolen, but now BoA is telling me this is my fault and I explained many times and given everything they needed to show proof it was not me, there were fraud checks deposited into my account and signed by someone that was not me and i am being told I may be reported to the XXXX XXXX and that i cant open a bank account for 5-7 years. No justice, unprofessional behavior i have been with BoA for 13 years and nothing like this has ever happened to me. I was notified via email and NOT by phone by BoA that there was suspicious activity on my account. After several attempts to call the bank back I got through only to hear my account was frozen. My paycheck was direct deposited into my account on XXXX XXXX, 2016. I had no access to funds since my account had been closed. On XXXX XXXX, 2016, I filed a police report and delivered in person at the XXXX XXXX XXXX XXXX ( XXXX XXXX ) XXXX, IL XXXX branch. The personal banker told me I was n't likely getting my money back and it appeared I created the fraud and there was nothing they could do with a police report. It was clear my bank of 13 years thought very little of me. They told me XXXX cash withdrawals were made from XXXX XXXX suburbs during the time I was still at work and XXXX checks were deposited into my account via either a banker or ATM and then cashed again while I was still at work. On XX/XX/XXXX-XX/XX/2016 I started receiving form letters from BoA. Basically treating me as though I were the criminal. I know I 'm supposed to remain calm but every time I said check the ATM cameras ... Do something I was told and accused of being the criminal, I called immediately on Tuesday XXXX XXXX and I received a letter and was told " well since you phoned, I will put in a request to release your money but it may take 2-3 business days. I was told they were going to report me to an agency and that I would n't get a checking account for 5-7years. I am the victim! On XXXX XXXX, 2016, I received XXXX letters from BoA indicating they have completed their investigation and find me liable for the transactions. I am greatly concerned because a they are reversing the credit that was given, sending a false negative report to any agency that may harm my future employment opportunities and ability to purchase a home in the future. Also, I have not been able to make payments for my car or credit cards and have reached out and explained to my creditors the situation and they have worked with me but how long will my car dealership or my dept. store credit card put my payment on hold until this is resolved or before they report me for no or Late payments which then begins to harm my credit rating. I may not know a lot about all of this but I will not just sit around crying and just take this horrific behavior. I am the victim. I did not steal my own money nor did I sign any checks. Or cash any checks for thousands of dollars. And that takes up to 7 years to clear. For something I did n't do. I have requested a copy of their investigation but am asking that you all provide some support in helping me to get this situation resolved. My account was compromised, my money was stolen, and I want to be restored. Any assistance you can provide is greatly appreciated.

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 non-monetary relief