Consumer complaint received 2022-10-16
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TN
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
BANK OF AMERICA On ( XXXX XXXX ) hired a really close " friend '' to manage the invoices and the billing part of my small business. 
She was given access to all three of my Bank of America XXXX accounts along with XXXX other banks account I own at another bank. Along with another account that is for my children where survivor benefits are deposited. For the purpose to use ONLINE BILL PAY I don't look at the accounts online or call and check transactions/balances or get a balance printed out when i make counter deposits. I know there's money in them and I don't spend anywhere near what should be in them so I don't bother. 
I got a XXXX loan around the same time I hired her for {$46000.00} and made a few deposits for a total of around {$20000.00} so I know I have money. 
That was the sole purpose of hiring someone so I wouldn't have to. 
XXXX of my homeowners/customers made a deposit through XXXX for {$10000.00} for materials that I needed for the job. Since my XXXX account is a brand new account they are holding the funds. So I decided to issue a refund to my homeowner since I was unable to access them. 
Instead of XXXX returning the money in that account they refunded it somehow from XXXX Bank of America checking account. Which was not okay with me. It was to come out of the XXXX account. 
So it was at that point I logged onto my Bank of America account to see which account it came out of because that was a large amount that will put a dent in any of my accounts so I wanted to see. 
I was horrified! In complete disbelief on what I discovered! I am negative in all XXXX accounts, was the first thing I saw. Then my XXXX sank when I saw the activity/transactions. 
There are several, more than I can count at a glance, of withdraws from XXXX XXXX XXXX XXXX XXXX 
I am in no way a gamer/gambler. Nor would I ever waste this much money. 
I did not make ANY of these purchases or ATM withdrawals at XXXX XXXX XXXX. I work to hard to throw my money away playing a stupid game. 
So it didn't take much figuring out to what has happened. 
My friend/employee, the person who has access to my ONLINE accounts, has used my cards and money to gamble with, without my permission or knowledge to do so.

She was never given my debit card nor permission to use my debit card at any point. It was taken out of my wallet that was taken out of my purse. Im assuming this happened when she would leave for the night and returned it before i ever noticed in the morning when she arrived because it was never missing that i could see. Everytine i needed to use it, it was always there. My pin number is the last XXXX of my social security number for everything. Which, in fact, wouldn't be that hard to figure out. I know now that using those numbers is pretty stupid but I never thought anything like this would happen. 
Since I did give her access to my online banking accounts she was able to log onto my account at any time. In which she did a great job at paying all my household bills along with my subcontractors and any and all other business related bills. So the logins without any wrong password entries would never be an issue. 
Half of my XXXX loan was used at this Casino! It makes me sick to my stomach! Getting that loan was such a blessing to me and I would NEVER show my appreciation by blowing it at a casino. It was a loan that I have to repay that is needed to keep my business a float. 
I just discovered all these transactions the first one from what I see was like XXXX days after I hired her XX/XX/XXXX and everyday up until around the beginning of XXXX. ( When I made this claim I gave the customer service rep the wrong dates of XXXX XXXX instead of the correct dates of XXXX XXXX ) If you look at my history in all three accounts you will see that, in fact, there are no other transactions made with XXXX XXXX XXXX XXXX. That, all of a sudden there's a whole bunch made to this place like everyday. Numerous of transactions per day. 
I have filed a police report at this point and have already been contacted by a detective for the criminal side. They charged my ex employee with fraud along with embezzlement. 
I've never been in a situation like this so I didn't know that I was supposed to. I thought that once I notified yall that yall took care of everything. That is why there was a delay in me producing it. 

From XX/XX/XXXX, XXXX the beginning of XXXX every atm withdrawal at XXXX XXXX XXXX XXXX made by a person that never had permission to use my debit cards. There are several withdrawals from my XXXX personal accounts and my business account. 

Claim numbers XXXX {$5400.00} On XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX my claim was closed with their reason being that I authorized someone to use my card for all of the disputed transactions. Everytime they closed my claim I would call and have them reopen it. 

XXXX {$6000.00} On XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX my claim was closed with their reason being that I authorized someone to use my card for all of the disputed transactions. Everytime they closed my claim I would call and have them reopen it. 

XXXX {$6500.00} On XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX my claim was closed with their reason being that I authorized someone to use my card for all of the disputed transactions. Everytime they closed my claim I would call and have them reopen it. 

XXXX {$10000.00} ( approximately ) I have no idea what's going on with my business account claim. I'm not able to log onto my online account even after changing my username and password through them I'm still not able to log on. 

The first XXXX numbers are from the same account. Like I mentioned above when I first called to make a claim I gave the wrong dates so I called back and informed them of my mistake but they couldn't edit the orginial claim they had to make a new one. 

The only time I am able to find out any information or the status of my claims is when I call and speak to someone who makes the claims but am never able to actually talk with someone in the actual claims department and I get different answers evertime I call. They never have reached out to me anytime there was a status change. Or notified me and when I do finally call they don't wan na be bothered with the my situation even one time the guy who took my call told me that there's nothing I can do at that point that the decision had been made with my claims. That if I wanted to hire a lawyer I could. 
I have gone to all XXXX of my local branches trying to talk to someone that will actually listen but all 3 times was told they don't deal with any kind of claims issues and put me on the phone with the same people that I have been contacting from my home. 
I have faxed in the police report along with any other supporting documents and hand written letters explaining the situation. 
Noone cares. In fact I am treated like a liar. The way everyone talkes to me is as if I'm lying and they know it. Not wanting to hear anything I have to say.

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