Consumer complaint received 2019-08-06
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MD
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
My name is XXXX XXXX, I live in XXXX Maryland where I used Bank of America for my banking services. On XX/XX/2019 Bank of America denied me access of both of my accounts, one of my account is a joint account with my son XXXX XXXX account number : XXXX without much information. I was told that someone intended to make a deposit of {$19000.00} and for that reason I could not access my accounts. My personal account number is XXXX XXXX XXXX. I laughed when I heard that someone was depositing that amount of money in my account. Surely it was a scam. I thought it was a temporary situation. But, after numerous phone calls and much time left on hold was able to be informed that my son debit card was used to perform an illegal transaction. My son lost his debit card and identification card and realized it was stolen. No idea how it happened. But, these criminals used his debit card and somehow got his pin number and performed illegal activities. They did these transactions in New Jersey, they deposited an item as you may see in the attachments below, the {$19000.00} is identified by Bank of America as a non-negotiable item. As a result of the ATM deposit or transaction, the teller or machine accepted the item and treated the item as a real check and released thousands of dollars that I did not have in any of my accounts. My son had $ XXXX.in his savings account and he lost it as a result of the atm transaction done with his atm card. We know that the pin number was compromised it is expected that his money would be withdraw. But, clearly he did not have more or less XXXX dollars in his account in the month of XX/XX/2019, which the bank released to criminals without verification. My son attends XXXX XXXX in XXXX was unaware that he was a victim of identity theft but once he realized it, he reported it to the police here in XXXX the incident # XXXX. Also he reported it to the police in XXXX, police report is attached. So, why didn't Bank of America first verify that large sum before making it available to these well known knowledgeable of Bank of America way of doing business criminals Both of my accounts did not have that amount of money. However, the Bank disbursed this money directly to the criminals. I did not receive any documentation from bank of America of the details of these transactions, because the communication was cut off, but I visited two bank of America offices and they both had limited information they told me that two transactions were done, one for XXXX and the other for XXXX. 
The uploads will show the claims that were submitted and they were declined. This is outrageous. How is Bank of America making me responsible for their incompetence in not verifying a large sum as that and also I did not receive any security alerts when I have set security alerts for all of my accounts. In the past, If I was to make a transaction of XXXX in XXXX XXXX, while living in XXXX and another transaction of XXXX in XXXX, the security alert will alarm me and I would have to verify to bank of America that I did these transactions. But the criminals made two transactions XXXX and XXXX which was done with USPS I was told they were travelers checks or something like that. These big transactions and neither my son or myself receive a security alert. This all went under the radar as if the Bank of America employees were collaborating with these criminals. Both of my accounts were closed without my consent and they decided to keep my salary from my direct deposits. Then they reported the negative to the credit bureau, I attached the letters with the dates.

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