Consumer complaint received 2021-04-05
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I tried to withdraw {$5000.00} from my account, Bank of America, XX/XX/XXXX XXXX XXXX XXXX XXXX, Washington State. The teller gave me {$3000.00} only that I noticed it at my home. At that time, I was not suspicious that the teller gave such wrong amount. Also I was so confused and embarrassed the situation. I went back to the center and tell my situation, the teller counted all the money she had at that time including money in a safe. 
And she said that she found money that she owe me. She said that was {$1000.00}. At that time, as I mentioned, I was still confused and embarrassed. I thought at that time it was {$5000.00}. In addition, I could not count the amount to open the envelop because there was lots of customers and I couldn't guaranteed safety myself because of lots of money. So I drove right away to back home and count, it was {$4000.00} not {$5000.00}. 
I drove back to the center, talked to a manager, not sure he is a manager but looks like supervising position, and he told me to wait. He also recounted the money that the teller had. After long recounting including every coins, he said there was no more extra money for me. I was so shocked and stood there like ghost. And the manager and the teller started to talk each other and open the checks deposited by other customers and the teller suddenly told me that she found a check which was deposited double time by herself. So there was another {$1000.00} for me. And the manager and teller counted my money and gave it to me. At this time, I checked several times by the teller and myself too. I went back to home. Additionally saying, at that morning, the bill counting machine was malfunctioned during serving a customer in front me. 
At that day, I called the BoA complaint center to explain my absurd experience and complained about the 3 persons who dealt with my incident. The complaint officer from the bank told me that he will send a sort of warning or message to them that won't happen again this kind incident again to others. 
After then, I thought it was over. But it isnt. 
My wife called today XX/XX/XXXX from workplace that {$2000.00} dollars was withdrawn from our account by someone. and asked me to call to BoA. 
After long conversation with one of their associates, they told me that it is check fraud case. So my call was transfer to check fraud claim center, it was filed and they asked to me to freeze the account and there will be some sort investigation. 
But at that time, I was still suspicious about the XX/XX/XXXX incident and this one. So I did not freeze my account and accessed to my online banking system. 
And then I finally found the person who steal my money. 
It is the manger from the center. There was the image file from my online bank account related with this incident. 
This withdrawal paper was written by the name 'XXXX ', who may be the person handle my incident. The paper indicated that 'ooo withdrew {$5000.00} on XX/XX/XXXX but was given {$7000.00} and then he wrote my whole information including my account number and the money amount {$2000.00} by himself. 
And then the amount was withdrawn XX/XX/XXXX. 
The weird thing is that my BoA app didn't alarm for this transaction at all. 
We could not respond at that day to solve this incident. If we could receive this alarm, we could go the center and might solve the problem right away. But it did not alarm. 
I don't know that this one also was fabricated by this guy. 
However, we noticed this happening Sunday XX/XX/XXXX. 
I tried to contact BoA to solve this one, but there was no help at all from them.

I am currently hopeless. I don't know what to do. I need to pay my mortgage and utility fees and every bills ... ..

It looks to me 100 % retaliation reaction from the manager who might receive the call from the complaint center. Furthermore, I don't understand how this withdrawal can happen without my authorization or permission, any signature from me. If the manager wants to argue this matter, he should contact me first. I didn't receive any phone call. 
It look like XXXX country. I cant still understand this situation. He even accessed my account without my permission. That is definitely privacy infringement.

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