Consumer complaint received 2016-06-02
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
My ATM card was stolen or lost. Someone was able to deposit stolen, fraudulent money orders into my account, then withdraw cash and take out money orders. When I called the bank after noticing this activity, Bank of America assured me that this would not be my problem ( or my parents ', our accounts are linked ), but that they would investigate and cover the fraudulent activity. A few days later, the overdrafted amount in my account was taken out of my parents ' account. Bank of America first said that I was sent fraud alert / transaction approval requests via phone call and text to my cellphone. I have the XXXX logs for my account and there are no calls from the number provided by Bank of America. There are also no texts ; in fact, XXXX told me that I have a block on incoming texts of this nature. Bank of America also said that I returned their call/text approving the transaction ( s ). There is no record of any outgoing call to the number they provided in my XXXX logs. When I informed Bank of America of this, the story changed to the call approving the transaction ( s ) having been made from a third party. I asked for that number, and was told that Bank of America would not provide it without a subpoena. I had the XXXX County, Georgia police department issue a subpoena. After waiting for a month for a reply, the police received a reply to the effect that Bank of America had no record of any persons or accounts related to the subpoena. Bank of America has also changed the times they provided for various phone calls and texts when I have spoken with them. I feel that they are lying or covering up for their error. They say that the person making the third party phone call provided either the last XXXX digits of my SSN or my zip code to authorize these transactions. First, there were XXXX different fraudulent withdrawals from my account, XXXX from an ATM, and XXXX money orders taken out at XXXX. Only XXXX authorization call/text was purportedly made. I am a XXXX with very little money. Bank of America should have been highly suspicious when large amounts of money were going into and out of my account in a short amount of time. I have filed a police report. I have looked at the photos from the ATM transactions. I do not know this person. I do n't know how this fraud was perpetrated. I did not provide my PIN to anyone. Bank of America is assuming me as guilty and expecting my parents to pay for this. I feel like Bank of America is this huge organization that can say and do anything they like. They can change their story every time I talk with them. What can I do? I do n't have money to hire an attorney and go after them. I work hard for my money, XXXX and XXXX, and XXXX. I am trying to save for college so that I do n't have to be a burden on my parents. This is a real blow to my financial situation and my faith in humanity.

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