Consumer complaint received 2023-08-22
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Account opened as a result of fraud

Complaint:
On XX/XX/2023, a Bank of America XXXX account was opened using my nickname, old address, social security number and my birthday. I contacted Bank of America on XX/XX/2023 to notify them that this account was opened fraudulently. When I called, they did not close the account, they advised it would be marked as fraud and then researched. Since the information was sent to my old address. the people that live there contacted me to let me know that I received 2 letters from Bank of America. When I picked them up, one was the bank statement showing money that was deposited via XXXX and the BoA location that the money was withdrawn from. A few days later I received information that a case was opened and that I needed to provide a copy of my drivers license, a letter from the social security administration office and a bill showing my new address. I sent them a letter advising that I would not provide any of this information as they did not require the information to initially open the account. I also provided a police report and the statement showing the BoA location that the money was withdrawn from. I repeatedly asked for someone to contact me but did not receive any communication. I contacted them on XX/XX/XXXX and spoke with XXXX in Maryland, he advised my information was received and it would take 90 days to research. In the mean time, I was still receiving account statements to my old address. Last week XX/XX/XXXX, I contacted them to ask them to stop sending the mail to the old address. When I called I spoke with XXXX in Tennessee, she told me that my case was closed and that they sided with me. When I asked them to provide additional information she told me that they don't really research where the money was deposited and withdrawn. They just verify I didn't open the account. When I asked how the account was opened when my credit is locked, She advised to contact XXXX because when they did the credit check XXXX didn't pass information to them that the credit was frozen. ( side not, I can't even open an account without unlocking with the credit companies ). I contacted XXXX and they advised BoA never did an inquiry with them. I contacted BoA again and asked for more information. I spoke with XXXX in Tennessee, I informed them that XXXX was never contacted to open an account. She was dumbfounded and told me that she would send me documentation showing how the account was opened and what information was used. ( I have yet to receive that information ) She then sent me to the BoA New Account to talk to someone about how accounts are opened. ( I still don't understand how the fraud department doesn't know that ). I spoke with XXXX in the New Account department. She was dumbfounded as well on how the account was opened if I have XXXX in place. She then sent me to the Online Account department. I spoke with XXXX in the Online Account department who told me they don't use XXXX to open accounts they use XXXX XXXX XXXX. She provided me with their phone number. I am still awaiting information from them on what information they have on me that would allow BoA to open an account using my information. This took 2 hours and 8 minutes of my day. They continue to send letters to my old address even though I specifically told them not to.

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