Consumer complaint received 2016-10-06
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Using a debit or ATM card

Complaint:
I 'm filling a complaint towards Bank Of America for the worst treatment that i received as their loyal customer. My money was withdrew by someone that i do n't know totaling {$2.00} and i reported the incident to Bank Of America. Hoping to get a solution but instead my claim got denied for three times. I also wrote a letter already to their Debit card operation team ( as requested ) but their decision still remain the same. I was told the reason my claim was denied is because every withdrawal was made with pin being entered correctly. And i was also told that there 's no fraud pattern detected and they accused me to authorize all the withdrawal. I 'm so furious and disappointed with their decision. I 've been left without my money for more than a month and i 've been in a very difficult situation ever since. I 'm asking for their promise {$0.00} Liability Fraud Protection as advertised everywhere. 

On XX/XX/2016 i made a check deposit as i usually do once every week. And when i checked my balance i was so shocked to see that my balance was around {$300.00} something left. So i called Bank Of America right away to find out what is happening with my account. After a long hold ( Close to 1 hour ) i was finally connected to a girl representative. I told her that i just deposited a check onto an atm machine and i saw my balance is only around XXXX something and i asked her what 's happening with my account as my balance should be around {$2700.00} after depositing a check. She said she 's looking into my account and asked me some questions about transactions on my account. She asked me when was the last time i withdrew from the ATM, i said on XX/XX/XXXX when i was in XXXX. Then she asked me again when was the last time i used my card, i said on XX/XX/XXXX at my favourite restaurant, XXXX XXXX XXXX. Then, she asked me if i withdrew from an ATM on XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX, and i said no that was n't me. She asked me if the card has always been in my possession, i said yes. I started getting worried and then she said she will organise to send a new debit card to me and she needs to transfer me to a claim department. I waited for long time and no one answered so i hung up. I was thinking that i did n't need to do anything else and i just had to wait but i did n't get any news regarding this apart from a new debit card that has been sent to me. So i called again on XX/XX/XXXX and waited for a long time again ( Around 40 minutes ) and connected to another girl representative. I told her that i called up a few days ago regarding unauthorised transactions that occurred on my account and i need to know what 's happening and when will i get my money back. She told me that there 's no existing claim and she needs to dispute a claim for me. I was so upset to hear that as i thought the claim has already been submitted so she asked me questions regarding the transactions ( Pretty much the same questions as the first representative asked ) .This time a claim finally has been submitted and she told me that i do n't need to do anything else, once the claim is approved then i will get my money back but it might take up to 45 days to complete the research. I was furious but then i decided to wait. 
Then after a few days i checked my online banking and it says claim resolved but then i did n't get any messages regarding that so i called again on XX/XX/XXXX. After 40 minutes waited a lady answered, i quickly told her my situation and asked her that i see that my claim has been resolved but i have n't received any messages regarding that and she told me that my claim has been denied because there 's no pattern of fraud, the pin was entered correctly everytime withdrawal was made and there was no more attempt of withdrawing after the incident has been reported. She even told me that i authorised all the transactions.Not enough characters

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