Consumer complaint received 2017-01-17
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
My name is XXXX XXXX and I am submitting this complaint against Bank of America for certain unauthorized transactions or withdrawals from my accounts at different ATM locations in XXXX, Illinois. The transactions appear to have been structured in a manner which would allow the person taking the money to take the most amount before the fraud was discovered. Within less than XXXX business days after I learned of these unauthorized transactions, my father and I notified Bank of America and requested that the charges be reversed. Bank of America responded by sending two form letters with different claim numbers and dated XX/XX/2016, from the Dispute Resolution Services Department which indicate that it conducted a review and determined that no error has occurred as it believes that the transactions were authorized. In fact, the transactions were unauthorized and I am a victim of fraud and criminal activity. The unsigned form letters do not indicate what, if any, investigation was conducted by Bank of America into the unauthorized transactions, who conducted the investigation, and whether the video of the transactions, if any, was reviewed to determine the identity of the person ( s ) who actually made the withdraws which appear to have been structured in a manner, via use of separate ATMs on separate days, to maximize the conversion and theft of funds being held in my account. The form letters also do not address any of the information ( or documents ) which were provided to Bank of America, including the fact that I could not have possibly made or authorized the fraudulent transactions at issue as the transactions appear to have occurred after I returned to my parent 's home, some XXXX plus miles north of XXXX, Illinois. Although Bank of America represented that it has a {$0.00} liability fraud policy for its customers, it indicated that it was going to charge me for the fraudulent transactions and did so. After I received the initial form letters, I again requested, in writing, that respectfully request that Bank of America review and reverse the unauthorized transactions, including, reviewing the ATM videos of these unauthorized and fraudulent transactions, as well as the documents and information reviewed which was provided by my parents and I. That written request was sent on XX/XX/2016, and delivered to Bank of America on XX/XX/2016. Bank of America never responded to that request, other than recently posting an electronic notice on my accounts indicating that the charges would not be reversed. This is just a summary of what has occurred. I can provide any additional information and documents which may be necessary to assist with what actually transpired with hopes of amicably resolving the matter. In that regard, thank you in advance for your immediate attention and consideration in rectifying this situation. 
XXXX XXXX XXXXXXXXXXXX XXXX

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