Consumer complaint received 2022-07-19
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
I have two claims with Bank of America, XXXX and XXXX, both were filed on XX/XX/XXXX. Claim XXXX is regarding {$6000.00} of electronic funds transfers made from my BoA account, to a fraudulent " Transfer-to-Account '' ( ending in XXXX, routing XXXX ) that does not belong to me. Claim XXXX is regarding a {$5000.00} cash withdrawal made from my BoA account, at a XXXX XXXX in XXXX XXXX, New York. 

Both claims have been denied by BoA. BoA has failed to conduct a proper investigation into the transactions in question. If BoA would just do this, they would find evidence of the obvious fraud involved. 

XX/XX/XXXX, I phoned BoA claims dept and requested a review/re-opening of claim XXXX. As part of this process, I was instructed by the BoA claims rep to mail or fax in supporting documents within five days. At this point I noted that, when both claims were originally opened on XX/XX/XXXX, I was not given any information or instruction about where or how to submit any supporting documents. The BoA claims rep then filed a complaint on my behalf regarding this. 

XX/XX/XXXX, I phoned BoA claims dept and requested a review/re-opening of claim XXXX. In reviewing my claims history, the representative tells me that, according to her records, the claim XXXX, which was requested to be reviewed on XX/XX/XXXX ( despite the fact that actually I called in this request on XX/XX/XXXX ), has already received a response. On XX/XX/XXXX, one day after the claims department received my request to review the findings in this claim, BoA decided that their original findings were correct and that no error had occurred in the transaction in question. My claim had been re-denied in a single day. I note that I was told I would have a minimum of five days to submit supporting documents, and that I had not yet submitted anything on XX/XX/XXXX. The BoA claims representative then submitted a complaint on my behalf for the claim being denied without reviewing my supporting documents. 
Additionally, as evidence this fraud is still an on-going matter, this BoA rep tells me that, on XX/XX/XXXX BoA records show me calling in twice, attempting to pass verification, failing, then getting upset and ending the call. I note that I did not call in to BoA on XX/XX/XXXX. 

RE : Claim XXXX, the claim which was denied for the second time on XX/XX/XXXX, one day after BoA received the request to have the claim reviewed. The evidence that this transaction, the XX/XX/XXXX, {$5000.00} cash withdrawal from a XXXX XXXX, New York XXXX XXXX, was entirely fraudulent is plain to see, and should be very easy for BoA to verify : - On XX/XX/2022 I was at home in XXXX XXXX, California. 

- On XX/XX/2022 I spent a spent a portion of that day on my landline, home phone speaking with BoA card services. 

- The fraudulent {$5000.00} cash withdrawal on this date was conducted at a XXXX XXXX location in XXXX XXXX, New York. XXXX XXXX has verbally confirmed this information for me twice, over the phone. I have requested a receipt or other documentation of this transaction that would verify the location details. However, XXXX XXXX has been adamant that this information will only be shared with Bank of America. Meaning, Bank of America must call XXXX XXXX Fraud department at XXXX and request this information for their investigation. The fraudulent transactions tracking/MCTN number is XXXX. 

- The morning of XX/XX/2022 I attempted to use my BoA EDD debit card ( XXXX ). I discovered that it was again not working. I called BoA and was told that my card ( XXXX ) was closed because a new card had been sent to me. I note that, I had not requested a new card, I had not been told by any BoA representative that I would require card, nor had I received any warning that my current card would be closed in order to generate a new one. I asked who had requested the card, did the request come from a specific department, when had the new card been created, etc. No effort was made to answer these questions. I was told there was nothing to do, but wait for the new card to arrive. Of note, when the new card arrived on XX/XX/XXXX, I called BoA to have it activated. I was told that the card had been activated the day before, XX/XX/XXXX, a full day before I was in physical possession of the card or knew any of the cards identifying details. 

- The fraudulent {$5000.00} cash withdrawal on XXXX, XXXX, was drafted from my account using the new card number ( XXXX ). As detailed above, on XX/XX/XXXX, I began the day by attempting to use my original BoA card ( XXXX ), and completely unaware that the new card ( XXXX ) even existed. Once I learned of the new card, it would still be another two days until I physically received it and knew any of the new card details, such as account number, expiration date, or 3 digit code. Yet, this card was used to process the XX/XX/XXXX, {$5000.00} cash withdrawal in New York. 

- On XX/XX/2022 a BoA Tier Two Specialist verbally confirmed for me that, on this date, XX/XX/XXXX, the same day my cellphone service and number were stolen at a XXXX store in XXXX XXXX New York XXXX somebody was verified as being me by BoA, by means of a one-time passcode sent to my cellphone number. Again, I did not have control of my cellphone or my cellphone number on this day. Any Calls, emails, or texts sent to my cellphone number on that date, were delivered to the criminal party somewhere in XXXX XXXX. I did not request any one-time passcodes on this date. I did not receive any one-time passcodes on this date. 

Following is a list of potentially identifying information related to the perpetrator of this fraud that, should Bank of America truly be interested in uncovering the truth in this case, need to be investigated by Bank of America before passing judgment on my claims : - The additional bank account fraudulently placed on my BoA online profile, on approximately XX/XX/XXXX, to which {$6000.00} of my funds have been fraudulently transferred. I was able to see the following details on my profile once I became aware of this. The account number ended in XXXX, and the account routing number XXXX. I have been told by BoA representatives that this fraudulent accounts full details are and will remain visible to BoA employees. These details should be investigated. 

- The phone number ( XXXX ) XXXX, from which I received the XX/XX/XXXX text, impersonating a bank representative. 

- The email address XXXX, and any other information that was fraudulently added to my BoA online profile on XX/XX/XXXX, at approximately XXXX XXXX XXXX. 

- The email address XXXX, the phone number ( XXXX ) XXXX, and any other information that was fraudulently added to my BoA online profile.

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