Consumer complaint received 2019-03-05
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
On XX/XX/2019, we noticed unauthorized activity on our account. 

We called the bank at XXXX and asked for a freeze to be placed on the account. The representative on the telephone said he could not do this because he could not ID the caller, even though we provided all the information he requested. This was the first of a series of bizarre and incompetent actions by the bank. 

Since the telephone rep was useless, we rushed to the bank at XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, FL XXXX, in person and were assisted by associate XXXX XXXX. The unauthorized activity reported was three online transfers from some money service called XXXX which we have never heard of and never used, in the amounts of {$50.00}, {$300.00} and {$500.00} totalling {$850.00}. 

The associate at first appeared to be helpful, stating not to worry at all, the good news is you always get your money back. We followed instructions carefully, the associate stated that this was a known issue with customer data stolen from cellular telephones serviced by XXXX. She placed phone calls in our presence and we were told that the issue would be resolved in about 10 days. Again, we requested that the account be frozen, and I was told that this would not be necessary, that the issue was a pretty standard claim that would be resolved easily. 

On XX/XX/2019, while waiting for a resolution, we noticed more unauthorized activity someone was trying to connect an unknown XXXX account to our bank account and made verification deposits and withdrawals. This attempt was denied by XXXX, but we again went to the same bank branch and reported the issue. This time we were served by XXXX XXXX, and this is where things got even more unbelievable. The associate said OK, let 's have your telephone and we'll call claims. We didn't understand and asked for clarification. The employee explained that it would be faster to call from a customer 's cellular telephone than to go through the main system. THIS IS LUDICROUS. We were visiting a bank branch because we had been victims of fraud possibly originating from cellular telephone hacks and we were asked to use our possibly compromised telephones rather than the bank 's which would be assumed to be more secure! We denied this and used the bank 's telephones! When Claims were contacted by the associate, they stated that they could not find a record of a fraud claim ( which was done on our first visit on XX/XX/2019 ) and that a new claim would have to be made for all the unauthorized transactions. A new claim was made. This time, a number was provided XXXX. 

I SPECIFICALLY ASKED THE ASSOCIATE why they could not just cancel or deny the unauthorized transactions, which were still pending, and she said once they are initiated, they can not be stopped. This is also absolutely untrue! 

Sensing that something was wrong, we trusted out instinct and withdrew the bulk amount of the money in the account in the form of a cashier 's check. We left a small amount of money in the account ( {$230.00} ) to cover some legitimate payments which had already been initiated PRIOR to the fraud. 

Again, we waited. 

On XX/XX/2019, again, an unauthorized transaction attempt was noticed. Someone attempted a XXXX transaction in the amount of {$1900.00}, and our account was now NEGATIVE!!! 
How the XXXX do you even authorize something like this from an account which by now obviously did not even have the funds and to top it off you were already notified of fraudulent activity!!!??? 

AGAIN, we went to our bank and were assisted by XXXX but in an office labeled XXXX XXXX. 
This time, the associate contacted someone who was able to cancel this transaction. He stated that the previous transactions also could have been cancelled but the employee who helped me obviously did not know how to do that and he wished he had been the one helping me, he would have done it. We were, by now in complete shock at this TOTAL CHAOS. 

XXXX was able to contact Fraud Operations who placed a HOLD on the account in the form of negative XXXX ( XXXX ), again we were told not to panic, the issue would be resolved in 10 days. 

The branch manager XXXX told us WE DON'T DO FRAUD HERE, THIS IS A BANK BRANCH THAT ONLY DEALS IN EVERYDAY TRANSACTIONS and DON'T WORRY, THESE THINGS HAPPEN ALL THE TIME!!! Very comforting indeed! 

So again we waited. 

Today is XX/XX/2019, our account is still frozen, NO REFUND HAS BEEN MADE, the three legitimate transactions we made prior to the fraud ( payment to XXXX {$100.00}, payment to XXXX {$25.00} and a check for {$77.00} ) were returned, resulting in issues with the payees, and NO ONE from the bank has either contacted us, or even apologized for that matter. The only thing we received were overdraft notices and e-mails. 

We sent 2 letters to the bank in writing - one to the customer service address on out statements in XXXX, FL and one to the corporate office in XXXX, NC. 

NO COMMUNICATION WHATSOEVER BY THE BANK!!! NO RESOLUTION!!! NO RECOVERY OF OUR MONEY!!!

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