Consumer complaint received 2017-07-18
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I noticed my Debit Card was missing and called the bank I believe the morning of  XX/XX/XXXX . I went on line and noticed that my account was over drawn at that point and told the Bank Rep to immediately cancel my card as it was stolen and used. My   XXXX   XXXX   XXXX   was also stolen ... .I did get my truck back around the end of  XXXX  thanks to the help of the   XXXX   XXXX   Police Department . Everything my partner and I had inside was stolen but thank   XXXX   no damage to the vehicle.
Two days after I reported the card I called the bank asking how long it would be before I got my new card. The gentleman said about a week to 10 days and asked why I have n't cancelled my old card! I told him I did ... and he said whoever took the first report did not cancel the stolen card so that number could still be used ... but since the account was over drawn it was n't used any more. The did send my new card and told me they would update the account with all this information and get back to me.
I did n't know that I had to check my message box in my bank app to get these reports ... I noticed the reports late but was able to fill out the proper forms. Then on  XX/XX/XXXX  I received another message to file the fraud statement which I did.
On  XX/XX/XXXX  a message stated the temporary credit would be reversed on  XX/XX/XXXX . I immediately called the fraud department and they had my NEW CARD NUMBER as currently being used and that is the reason for denying the claim. I told her they have the CARDS MIXED UP ... so the Bank Rep took down that information and said they would add to report and get back with me. Then I receive another message on  XX/XX/XXXX  that they would be reversing the temporary credit as they determined that no error has occurred and claim is resolved! HOW? WHY I asked ... then the letter said the transaction activity in question was authorized as they used my pin ... I told the rep my PINS and Passwords are in my phone! I DID NOT AUTHORIZE ANYONE TO USE MY CARD! Just like I did not give my keys to someone to steal my truck and possessions for almost a month ... that is why I called the police.
I had a business check taken from the middle of our check book for our business a few years ago and we were INSURED when someone stole from our bank account. Why is this any different. I never overdraw my account. I have a   XXXX   XXXX  , I am a   XXXX   XXXX   for some High End Customers and I work part time at a   XXXX   XXXX   ... I never overdraw my accounts and always pay my bills on time!
One of the last messages dated  XX/XX/XXXX  stated by the bank " We 're here to help '' - " If you have any questions or would like to request copies of the documents we relied on to reach this decision, please call us at   XXXX   ''. I did and asked the gentleman that I would like copies of the documents and he said there are no documents! WOW ... NO DOCUMENTS ... then how did you arrive at this decision???
I asked for copies of the pictures from any ATM 's and they said they do n't get those only if the card was used at their Bank. I know ATM 's have pictures ... I have seen it on the news and TV. They simply did nothing! WHY do I have to take the beating? Am I not INSURED or protected somehow??? I asked to speak to his boss ... His name is   XXXX   and he said the name of his boss is   XXXX   XXXX   and she would get back with me in 48 hours or another one of his managers.
Thank you for helping in this matter. I work hard and {$660.00} is a lot of money to me. Please let me know what else you need from me to support your review.
I am attaching copies of the messages from the bank for review.
Thank you.

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