Consumer complaint received 2017-02-01
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MD
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
My bank of America debit card was stolen along with my drivers license and social security card. This happened between the dates of XXXX XXXX and XXXX and XXXX XXXX. Someone deposited a check in the amount of XXXX dollars to my account on the date of XX/XX/XXXX.There were also several withdraws on my account for large sums of money. I called BANK OF AMERICA TO file a report as soon as they had opened for business. I had made claims on all fraudulent activities and was assured everything would be thoroughly investigated and not to worry. They stated that they had blocked my card and a new one would be issued out right away. On XXXX XXXX, my account was locked and blocked. I called in to see what was going on. I was told that my account is being closed down because I have made fraudulent transactions on my account. I stated to the gentleman, why would I put fraud on my own account? That would be the dumbest thing in the world to do. I use this account to pay all of my bills, and some of my direct deposits. I also have a pending deposit for my taxes. Then he ignored all that I had said, and told me whatever comes into the account they are taking and putting to the fraudulent overdrawn amounts. I asked if my account is " being investigated '' why are you taking my money and have n't even investigated it yet. He said that is their final decision and their is nothing I can do. He asked were their anymore questions and hung up. I gave the a couple of days to investigate I called and was given my claim numbers. There was no new information. I called today and was told my claims were denied and that I compromised my pin, or that I had someone do it or it could have possibly been myself. I ask how on earth was it me? These transactions were made in XXXX and XXXX maryland. Which are no where near where I live. I stay in XXXX maryland. I have no need to be in that area. Secondly why would i deposit a check in XXXX Md? I never have done anything of that nature. It also, states that I have made withdraws of large amounts of money at XXXX and a atm. That does not make any sense because I would have just gone in to the branch and withdraw the money. They sent me a copy of the check. The handwriting is not mine. If an analysis was done they could see that. Also my account number was written on the back of the check. If it 's me that is depositing why is my account number on the back of the check?. If it 's me and I have an account there. Why would I compromise my own account that I use regularly. Its apparent that they are not investigating because they would clearly see that this is me. I am so upset. I feel like no one is taking my situation, seriously and that want me to admit to, something that I did n't do, nor have anything to with. I am a victim and that They are making me feel like a criminal. I do not feel like my claims were taken seriously. I feel the investigators did not do their job. If they had, then they would know that I am a victim of theft and fraud. I have a family that I have to support. This lack of seriousness and justice to me as a customer has really disappointed me and set my finances back. I am in the hole XXXX dollars, for something I did not do.

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