Consumer complaint received 2022-10-25
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: SC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Hello, Firstly I hope that whoever this message finds does that with them experiencing good health & spirit, and I thank them for using their time assisting me with my current issues. I have to tell you the story starting back in XXXX leading up to our current standing, that's really how long this situation has been kicking me down. In XXXX I started helping someone I had considered a friend and trustworthy by offering him somewhere to stay until his luck turned around. 
His name was XXXX XXXX, I met him at the pool at our apartment complex. He explained how he had recently gone thru a breakup ; he got kicked out of her home that he'd lived in for over a year and now had been sleeping in the Apartment laundry room. I offered him a place on our couch and we went on about life, he didn't have a laptop so I'd let him use mine. He managed to get a job and work for XXXX weeks, my cellphone was due for an upgrade so i sold him my old phone. 
On XX/XX/XXXX my gf, son and daughter went on a camping trip in western NC and XXXX had lived with us for a while without any incident so we thought nothing of it. The trip itself is meant to be a break from " data '' so it wasnt weird to not have talked to anyone until Monday, when we arrived home a bigger picture was made clear. XXXX was gone with my old phone, was my laptop, and some debit cards, and we couldnt find him. The timing was no coincidence as I had gotten my VA benefits on the XXXX, but with the laptop he had managed to change my direct deposit to an account he had setup. Then with money I had aside in my Bank of America, my XXXX, my XXXX XXXX  and my XXXX  account he transferred, cashed out, and just got it anyway he could. I had never been in a situation like this so I was in uncharted territory, he was playing on my emotions really just buying as much time as he could until I had to call someone. The authorities have basically said they will do their best and do what they can but I know thats a hopeless route I don't want to travel, I don't even know his real name. 
I called Bank of America as soon as I found out what happened and disputed the transactions, I've never underwent their dispute process but had seen its " XXXX Liability '' tagline numerous times in ads on their page/app. I disputed the transactions on the XXXX and was instructed to call back after all the charges were final, so that's what I did. The representative I spoke with seemed to be challenged regarding the situation, and it's fine if that was the case, at least shes trying. I've tried to assist and provide my notes but the local branch employee stopped replying to me. Since that day I have checked my dispute status daily, diligently watched my inbox, spoke with a local branch employee who said I had messages to respond to which didn't exist when I checked. I was also told I would need a new debit card for the disputes to be paid out to since the account had to be closed, which ended up with me getting XXXX debit cards somehow. I have gotten no guidance, no support, nothing at all, XXXX communication despite me trying. 
I am a service connected XXXX veteran so I'm on a fixed income, and any cushion I did have was gone after XX/XX/XXXX. It is now XX/XX/25 and my circumstance hasn't changed, and yes I was informed that the process could take up to 40 days but they always say that. I basically haven't had any income since XX/XX/XXXX at this point and the strain on my life/wellbeing is adamant. So here I am tossing up a XXXX XXXX after some research on how to proceed, and I am not necessarily asking for the credits ( I certainly wouldn't turn it away ). Some kind of something would be acceptable instead of just feeling insignificant and forgotten. 
Thanks again for assisting me and giving me your time, I've always felt as though time is undervalued and underappreciated as a gift or gesture. It is after all the one thing we can all give but never get back. 

Best Regards, XXXX XXXX XXXX Bank of America XXXX ID XXXX Account ending 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