Consumer complaint received 2017-07-25
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I 'm currently the POA of my XXXX yr old aunt who has XXXX and was financially exploited by several family members. Over the past three years the victims have taken more than $ 100K from her Bank of America accounts ( checkings/savings/IRA/CD 's ). I have been going back and fourth with Bank of America since XXXX of this year and Bank of America is refusing to reimburse XXXX sufficiently and failing to provide me with documentation stating the proper protocol for this matter as far as being reimbursement. I was informed by several managers of Bank of America located on the The XXXX in XXXX XXXX that she would be reimbursed for her funds IF we were willing to press charges against the victims, which we are currently in the process of doing. Once informed, I immediately contacted the XXXX county Sheriff dept and the victims are currently being investigated. I provided Bank of America Check Fraud Dept AND the Electronic fraud dept with the police report number and the name and contact number of the detective that 's currently investigating on her behalf. I received correspondence from the check fraud dept ( X/XX/17 ) stating that Bank of America would only be willing to reimburse XXXX {$1500.00} for the check fraud claim ( claim # XXXX ) and rec'vd a letter dated ( X/XX/17 ) stating that the they would be reimbursing {$1300.00} for the electronic fraud claim ( claim # XXXX ). Due to amount of fraudulent transactions/withdrawals on this account, I had to compile a spreadsheet. To date, I have contacted Bank of America on the following dates : X/X/17 spoke with covering manager XXXX who stated that Bank of America would reimburse XXXX as long as we 're willing to press charges, X/XX/17 spoke with XXXX XXXX ( manager ) who stated that Bank of America will reimburse as long as we 're willing to press charges, X/XX/17 called fraud dept, spoke to XXXX who stated that claim had not yet been assigned, X/XX/17 mailed letter with attached spreadsheet to Bank of America Corporate office @ XXXX XXXX, XXXX, FL XXXX ( which was given to me by XXXX in the fraud dept ) ; X/X/17 spoke with XXXX XXXX, X/X/17- called Fraud dept and spoke with XXXX to file an electronic investigation claim because I was not informed on X/X/17 that I would have to file two separate claims. X/XX/17 Called claims dept and spoke to XXXX who stated that Bank of America is only willing to reimburse {$1500.00} for the check fraud investigation because they were not notified within 60 days but could not provide me anything in writing re : company policy where that was stated. X/XX/17- spoke with XXXX re : electronic claim who stated they 're in need of an affidavit, X/XX/17- spoke with XXXX from escalated dept at XXXX who advised me to send a letter with spreadsheet to the corporate office XXXX XXXX, XXXX, FL XXXX, letter was sent and no one ever responded to my letter. X/XX/17- spoke with XXXX ( assisting manager ) regarding the fraud claim, X/X/17- rec'vd a phone call from XXXX ( fraud dept ) stating that he 's in need of affidavit. X/XX/17- Called fraud dept- asked for supervisor, spoke with XXXX and he stated that he would send the check fraud claim to be investigated again due to me stating that I was going to contact the media regarding this issue. To date, nothing has been done! Please note, XXXX have been banking with Bank of America for years, therefore, Bank of America is well aware of her frugal style of banking. It is no way that anyone could think that the transactions displayed on this spreadsheet could be of a XXXX year old. I ca n't understand why these transactions were not flagged or questioned. Additionally, ( 4 ) different people were writing checks and forging XXXX 's name. Can you please assist me with resolving this matter to assure that XXXX ( a loyal Bank of America customer ) is reimbursed a sufficient amount of money. XXXX is financially struggling due to this matter and is currently on a fixed income.

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