Consumer complaint received 2016-11-05
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IL
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
My first attempts at contacting Bank of America occurred the morning of XXXX/XXXX/16 to report fraudulent activity of deposits and withdrawals taking place on my bank checking account that resulted in a loss of {$2200.00}. After an hour on hold, being transferred, and speaking with XXXX different reps ( XXXX of whom told me the fraudulent activity occurred with an ID through a teller, NOT an ATM ) only to be told I would be transferred again, I ended the call and decided to go into a branch directly. I spent almost an hour and half in an office with a representative who called the same exact number I had already been dealing with earlier. This time I was now being told the activity occurred through an ATM, ( and I had questioned this multiple times, considering what XXXX other representatives I spoke with earlier on the phone had said to me - which was that this was NOT through an ATM, but through a teller ) so XXXX claims were filed and I was advised my debit card was cancelled and my account was flagged for fraudulent activity and would be monitored to prevent further unauthorized deposits and withdrawals from happening. I was also informed that the temporary funds in the amount of {$2200.00} would be returned to my account today while the investigation was being completed. Later in the night of XXXX/XXXX/16, I happened to check my account to see if the temporary funds in the amount of {$2200.00} that the phone rep advised me would be added to my account had been added, but much to my surprise found they were n't and that a fraudulent {$500.00} deposit was made and an additional {$1200.00} more had been taken from me through a withdrawal that was unauthorized. That is now a total of {$3400.00} I am missing. 

I spent another hour plus on hold and on the phone the night of XXXX/XXXX/16, only to be advised that another claim had to be filed and that there was nothing more anyone could do since all other departments were now closed. I was now told to call back, again in the morning, " as soon as I get up '' to speak to another department and was advised that my card had n't been cancelled. Also, this rep once again told me that this activity is NOT being done through the ATM machine, but through a teller in the drive thru. As stated above, while at the branch earlier today, I questioned being sure the activity I reported was actually done through my ATM card, multiple times, considering what XXXX representatives this morning had told me, which was that it was done with an ID through a teller. 

I am the XXXX at my place of employment and can not tell you how disappointed, no, disgusted I am about my experiences with Bank of America, all in one day. Within a 13 hour period, I have spent almost 4 hours of my own time dealing with XXXX different Bank of America representatives and not XXXX has been able to accurately address the fraudulent activity that has occurred nor prevent it from continuing to occur on my account. I have been a customer of Bank of America for 10 plus years holding multiple accounts with this company and am appalled at the handling of my issue and lack of service provided, leaving me with absolutely no faith in them continuing to hold my accounts.

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