Consumer complaint received 2022-03-06
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Filed OCC Complaint Case # XXXX on XX/XX/22 redirected to CFPB On XX/XX/22 called Bank of America at XXXX after checking XXXX  mobile app and seeing dda balance of {$93000.00}. Told customer service associate there is no way neither my son nor I have $ XXXX it must be fraud and to shut down the account. ( Joint DDA ). Informed her I checked app in the ; morning and balance was about {$100.00}. Balance screen shot taken on phone at XXXX. Associate was informed none of the transactions coming out was authorized activity. She finally transferred me to the Fraud department who wanted to authorize me by calling my cell. I informed them there was activity continuing to post to my account and had a screen shot of my app at XXXX showing new transactions from XXXX and XXXX XXXX XXXX Fraud associate called my cell at XXXX from XXXX. I informed her of the additional transactions she replied with oh yeah and XXXX just came through. She looked and told me the debit cards had not been blocked yet. I was told to check account the next day since everything was pending it would likely fall off and resume to normal balance. Transactions posted the next day and I called jointly with my son to file a Rg E Claim and get information on transactions to provide the police in order to be able to file a report. Called around XXXX and after being on the phone for an hour speaking to an associate in Customer Service XXXX was then transferred to Fraud who also would not take my claim saying I needed to talk to another department for verification was trasnferred to Risk who would not take my claim. They said it was being handled by Fraud and I needed to go in to a banking center to make my claim and be verified. I let them know I had not received any alerts and did not understand how the card and activity had not been restricted nor why the daily debit card limit kicked in to stop any of the activity. Account balance in XXXX has probably never reached $ XXXX averages a XXXX XXXXXXXX and largest XXXX transaction is monthly rent for {$900.00}. Had to take time off from work and lost wages as well as time to go in person. Asked associate several times for the time transactions that posted were conducted as they posted after I had notified the bank but never had request answered. Asked for a printout and was given limited transactions. Also requested what happened that allowed the volume and dollar amount to occur when normal safe guards should have kicked in but didn't and did not get an answer. Also wanted to know why after I informed the bank things were not shut down and cards immediately blocked. Failed to protect account from unauthorized reported credits that inflated a fictitious balance of over $ XXXX through " refunds and reversals '' of transactions that never occurred ( One merchant had 50 refunds of {$1400.00} ) and then failed to prevent funds from leaving the bank if account activity and transactions reviewed would immediately been flagged. Violated Reg E by refusing to take my claim when informing the bank of fraudulent posted transactions on XX/XX/22. Was finally able to go in to the bank on XX/XX/22 with joint account owner to start claim.Bank associate mentioned several times that because Risk department had put hold may be more difficult to complete claim because the account may be closing soon. Told associate I had called the next day on XX/XX/22 and 3 associates would not start claim so had filed an OCC complaint on XX/XX/22.

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