Consumer complaint received 2022-02-27
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On Wednesday XX/XX/XXXX, I noticed multiple fraudulent charges on my Bank of America checking account totaling {$4200.00} from XXXXXXXX XXXX XXXX  and XXXX XXXX XXXX. All the charges were made in different parts of Florida, but I currently live in XXXX XXXX, Massachusetts, therefore, those charges could not possibly be from me. In addition, I made personal transactions in XXXX and XXXX XXXX, MA that same day ; and its clear that I can not make myself be in two places at once. 
I called the Bank of America fraud department that night, and the woman told me I had to go to a BOA branch to verify my identity. I went the next day after work ( Thursday, XX/XX/XXXX ) at the XXXX location, and the man in charge of fraud claims was not there. I took time out of work the next day ( Friday, XX/XX/XXXX ) and met with XXXX XXXX XXXX, Relationship Manager Lending Specialist, and he assured me that I would get the money back because there was no possible way that I made those Florida charges. He filed a claim for me, and on XX/XX/XXXX, I received a message from BOA stating, they are unable to pay because the charges were authorized by me or someone who has permission to use my account. 
I made an appointment to meet with XXXX the next day to dispute the results, and it had to be postponed to that Saturday ( XX/XX/XXXX ) due to unforeseen weather conditions, and I demanded to make another claim. He had me call the claim department, and the woman I talked to told me she couldnt do anything to reverse the decision, or give me my money back, and that I needed to call the existing claims department. Unfortunately, I wouldnt be able to call them until that Monday because they arent available on weekends. 
I called that Monday ( XX/XX/XXXX ), and the woman I talked to in existing claims told me she couldnt do anything to help me, and that I needed to call another department in fraud to file a new claim. I called on Thursday, XX/XX/XXXX, and the woman I spoke with filed a new claim for me. I received a message on Friday, XX/XX/XXXX, that stated, [ Bank of America ] canceled claim XXXX*because it's a duplicate of claim XXXX, which was opened on XX/XX/XXXX. We've canceled the duplicate claim and there's nothing else [ I ] need to do. 
After receiving that message, I tried resolving this issue with the bank first, and I called XXXX three times and left two messages, both going unanswered. I had my entire bank account filled with hardworking, earned money stolen from me, and I truly feel like Bank of America is throwing me through hoops hoping Ill give up. I filed a consumer complaint through the Massachusetts Attorney General on Sunday, XX/XX/XXXX, and they are still processing my complaint. Today, XX/XX/XXXX, I filed a complaint with the Office of the Comptroller of the Currency and will await to hear back from them. Now, I file a complaint with you, the Consumer Financial Protection Bureau. I will not give up until I get my money back and I thank you for your prompt support and attention to this matter. Thank you.

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