Consumer complaint received 2016-10-12
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
I have been banking with Bank of America for about 6 months. I am XXXX XXXX XXXX and i currently work XXXX part time jobs. On XXXX XXXX, my car was vandalized while I was washing clothes at my local laundromat, someone punched my window in order to steal my purse, I called my local Police Department, XXXX XXXX Police Department to file a report. Mind you the only items stolen were my FL license, Bank of America Credit Card ( which I 'm only an authorized user of ) and XXXX XXXX credit card. Later during the night, before midnight I get a notification from Bank of America advising my account is below balance. I then log in and realized a withdrawal of XXXX was made, but as i keep scrolling a little bit more it shows a ATM check deposit of XXXX into my account was pending. I immediately call the bank and explain the situation and let them know i did not do those two transactions, they tell me not to worry the check was on hold and would n't be deposited into my account and that the XXXX were " tried '' to be withdrawn but was never given to the person. I ask how is it possible for someone to deposit a check into my account without having my debit card with them. My debit card was not stolen because I usually keep it in my phone case. They explain Bank of America has new ATM s with Teller Assist and that no debit card, or account number is required. just an I.D . I was not satisfied with their explanation so early morning as I 'm getting my window replaced I log in and check the image of the check, it turns out it is coming from XXXX XXXX, XXXX. I take matters into my hands google this person and find it to be a realtor from XXXX, i also find a telephone number. I call him and explain that his check was being deposited into my account and that I had call the bank and said i did not deposit that. He tells me that same day XXXX XXXX his computer was stolen with other belongings from his car and that he did n't recall he had checks in there until my call and thanked me for letting him know that was being done. I agreed to help him out with the investigation and even swapped police reports to help each other out. Later that morning I go into a Bank of America Financial Center on XXXX XXXX XXXX XXXX and tell them what 's going on. The relationship manager XXXX, is able to help me out and helps me file a claim for the XXXX withdrawal, but cant do a claim for the check since its still pending. He communicates to me that he will put notes in the system and I provide him with the police report. Next day I try to access my Online Banking and it says my account is locked. I return to the bank after work and I 'm told my account was closed and that there is an investigation. at this point I 'm frustrated because that is my only checking account were I receive my Direct Deposit every Friday. The bank also did not cooperate when it came to gathering location, and time of where the transactions were made to file my fraud report with the police. They transferred me from claims Department, to Risk, back to customer Service with no help. Today XXXX XXXX, I receive a letter from the Bank of America stating the my account was permanently closed, and over drafted amounts will be charged and that they will be reporting my account to XXXX. My concern and frustration comes from realizing this Bank is one of the biggest and most popular banks in America and probably Worldwide, with the top technology, and cameras all over their ATM s. And you are telling me that you are closing my Bank Account and reporting me to XXXX for a check that i did not deposit into my account. Also with me telling you the debit card is with me and not even bothering checking your surveillance in order to catch these thieves! All Bank of America cares is not losing money, they do n't care about Customer Service and most defenetly they do n't c

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