Consumer complaint received 2022-07-14
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NJ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
There has been ongoing unauthorized transactions and withdrawals from my Bank of America account since the beginning of XXXX. I was not made aware of how severe these fraudulent transactions were until about XXXX. I reported several fraud transactions to BoA in XXXX and have continued to since. I even changed my checking account name to stop stealing my checking XXXX XXXX XX/XX/2022. BoA would cancel my current debit card, issue a new card and I would be without a way to access my funds until the new card arrived in the mail. I was at the time homeless and staying motel to motel, so access to mail was few and far between. Eventually, I started to make cash withdrawals because in order to use my debit card, I would have to call BoA, wait on hold sometimes up to 90mins and beg them to approve a current transaction. ( Meanwhile, theyre approving XXXX  transactions and XXXX  transactions that I did not make ). Ive been calling them daily. I can not get help. I submitted over {$8000.00} in fraudulent transactions, so far. They spent less than 10 days investigating these claims before closing the claim and marking it not paid. I explained to them I would try using XXXX to send to friends in order for friends to give me cash because BoA would not provide me with a temporary card or a way to access my funds. XXXX would deny the transfer. I would try a lower amount immediately which would be blocked. A few days later the transactions appear on my BoA history as processed. Example, send {$200.00} - denied, send {$150.00} - denied, send {$100.00} - denied. A couple days later, my BoA account processed and paid {$450.00} but my friends never received the money. I contacted XXXX. They claim the money was returned but it was not. The bank blamed XXXX XXXX blamed the bank. Ive had a minimum of probably $ XXXX stolen from my account. BoA has not been helpful. I even had a teller assisted withdrawal on XX/XX/2022 for {$1000.00} on my account. I was not even in that bank branch that day. BoA in several occasions, has left me stranded without any form of temporary payment. Ive XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX because they would not provide a temporary payment method for me. 1 night I spent 7hrs of calling for help, being on hold, transferred to numerous associates and was told to visit a local branch for a card. After visiting that local branch, I was told no digital cards are possible. The bank stopped those about a year ago. Currently I have a negative balance. Money I had saved, is now gone. Ive been a XXXX customer. Out of those XXXX, I dont think I ever spent XXXX in a total year. But within the last four months. My account went from XXXX to - {$14.00}. BoA considers that normal for me. They are no help and I had a lot of money stolen from me.

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