Consumer complaint received 2022-09-28
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MD
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem with a purchase or transfer
Sub-issue: Charged for a purchase or transfer you did not make with the card

Complaint:
On XX/XX/XXXX, I applied for XXXX and was informed that my account would be with Bank of America. The bank stated they sent a card out on XX/XX/XXXX, which I never received. Having waited a month for my card to arrive, I contacted BoA customer service on XX/XX/XXXX, to tell them my card still hadn't arrived, and they informed me this would be the third card sent. I informed the agent that I never received the first or second card sent out, The agent sent the new card through XXXX XXXX. In the XXXX labeled Replacement cards, you can see another was ordered on XX/XX/XXXX. I finally received my card on XX/XX/XXXX, and activated my account with bank of America. When I finally activated my account to my surprise XXXX XXXX XXXX  was stolen. I waited for the next business day XX/XX/XXXX. The agent submitted my ticket and about a week later I received all of my money back but the issue didn't stop after changing my password and security questions. When I checked back on my account on XXXX XXXX. XX/XX/XXXX - XX/XX/XXXX, There were multiple transactions made on my account that were not me all adding up to {$3100.00}. One of the transactions was a bank transaction I never went to the bank to withdraw money. They sent a replacement card out on XX/XX/XXXX. On XX/XX/XXXX, I received an email that another replacement card was sent out, this was a mistake because I never ask for a replacement card When I called the customer service line I found that the answer to my security question had been changed from my mothers Maidan name to a different one. It worried me that changing my security question wasn't hard at all, which is why my account was still being stolen. I asked about switching accounts and getting my money back on a different card to prevent theft yet again but no solution was provided to me. My claim for {$3100.00} was opened and closed Bank of America informed me I should file a police report and the money will be sent back. The first time I called to file a police report the officer told me to contact Bank of America to get the appropriate paperwork. The second time I tried to file a police report the police officer came to my home and informed me to file a police report I would have to get an affidavit and get it notarized by the bank. I would have to contact the postal police so they can investigate where my mail was going, then finally I could file a police report. I went to the closest Bank of America near me that same day. XX/XX/XXXX, I went to the bank to try getting an affidavit, but I was told it was not possible. After eight months of getting nowhere and jumping threw loops, I decided to file a claim with CFPB I awaited a response at that time I was contacted by a BoA employee who gave me her information she informed me she was working on my case and she'll keep in touch with the decision. In the following days, I never heard from her, and I called many times for updates. Finally, I got a notification from CFPB that Bank of America has responded and contacted me directly. On XX/XX/XXXX, I file another claim. On the XXXX labeled Transactions, you will find all transactions that were not my own. The bank provided me with statements from my last complaint. Everything highlighted in yellow is an ATM transaction, however, I have never used an ATM from Bank of America. If the cameras were checked on the dates provided, you would see I was never there. According to the Transactions XXXX, on XX/XX/XXXX, someone was at XXXX and XXXX ; I do not have a car. My location, time, and date can be found on the XXXX  labeled XXXXXXXX XXXX XXXX  and XXXX XXXX I was picked up from my home by the XXXX XXXX XXXX located in XXXX on XX/XX/XXXX. On the map, you can see my location, the time, and the date if you click the XXXX labeled XXXX XXXX. Click on the XXXX labeled XXXX XXXX  on XX/XX/XXXX to find my location, date, and time. My case does not seem to be being investigated sufficiently by Bank of America. Cameras are located in most of these locations, which can prove that it's not me. I have now been dealing with this for over a year with no luck. I was financially struggling, with no income, and other stresses I am still struggling, someone stole my money and got away with it.

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