Consumer complaint received 2021-08-13
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Unexpected or other fees

Complaint:
Hello, This is a fraud complaint against Bank of America. There were funds withdrawn from my Bank of America EDD Card that was not me in the month of XXXX and XXXX. I did not realize this till XX/XX/XXXX and that is when I contacted BOA customer which then transferred me to the fraud department and this is when they had me verify which specific dates and locations that was not authorized by me. I explained to the representative that I did not give out my card or pin to any one and that I still have the physical Debit card in my possession. We then proceeded and clarified that the unauthorized withdrawals were listed below : XX/XX/XXXX - {$980.00} XXXX XXXX, CA XX/XX/XXXX - {$900.00} XXXX XXXX XXXX, CA XX/XX/XXXX - {$380.00} XXXX XXXX XXXX, CA XX/XX/XXXX - {$1000.00} XXXX, CA XX/XX/XXXX - {$800.00} XXXX, CA Grand Total : {$4000.00} After confirming all of the unauthorized withdrawals with the BOA representative, I asked " isn't the max withdrawal at the ATM {$1000.00} per day? '' He agreed that, that is correct and doesn't look right, and he will note everything down. After, the representative informed me that he will close the EDD Debit Card that had fraudulent activities on it that is still in my position and that BOA will send me a new one to activate. Before hanging up, my question to the representative was what's the likely outcome of me receiving my money back and are there cameras at BOA ATMs to verify that it was not me and plus I still have my Debit Card and that it was not lost. The representative replied that " I should get my money back once their fraud team finishes their investigation. However, it will take some time because they are backed up. '' On XX/XX/XXXX I received a letter from BOA dating XX/XX/XXXX that my " claim number : XXXX has been closed '' for the amount of {$4000.00}. So, I called BOA right away and the representative even said, " that doesn't look right '' and resubmitted my claim. Again, the representative states, " It will take some time, just keep calling if there is no update. '' I called every 3-4 weeks after that and every BOA representative on the phone gave me the same three response : 1. " Still under investigation '' 2. " No new update just keep checking your account in case the funds may just appear in there '' 3. " Account still closed, but advise to keep calling back, also reassures that it will be reimbursed once card is open/activated '' I stopped calling, once I received a mail on XX/XX/XXXX that dated XX/XX/XXXX that reviewed my case and " based on the information, we're unable to credit your account and we now consider this dispute closed. '' In conclusion, BOA failed to help me their customer with the fraud committed against me in the amount of {$4000.00}. I only used Bank of America ATMs when withdrawing money and I always held the card with me which I still have with me till this day. I never gave out any of my personal information to anyone. So, I do not know how someone was able to withdraw money from my account and not only that withdraw more than the daily amount ( $ XXXX XXXX ) without any red flags or security alerts. In reality, Bank of America simply neglected to take care of their customer and find the culprit of this fraudulent activity.

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