Consumer complaint received 2022-08-01
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Savings account
Issue: Problem caused by your funds being low
Sub-issue: Bounced checks or returned payments

Complaint:
My name is XXXX XXXX XXXX. I am XXXX XXXX XXXX and a XXXX XXXX student at XXXX in XXXX, Ca. 
Would you please take a moment to read my letter? 
I recently became aware of a lawsuit against Bank of America due to its failure to warn customers about the use of the XXXX app. I am reachingout to you to share my story about fraudulent transactions through XXXX and my Bank of America account. On XX/XX/2022 I became aware of fraudulent deposits and withdrawals in my account. XXXX deposits of {$500.00} each were made to my savings account XXXX, 2022, and within the next XXXX days, such money was withdrawn along with {$1000.00} I had in my savings account. I contacted the fraud department on XX/XX/XXXX and filed a claim on these fraudulent transactions. Fraud department froze my account and opened a new one for me to use while the compromised account was underinvestigation. I waited for BoA to get back to me with an answer. XXXX weeks later, on XX/XX/XXXX, BoA sent me an email saying that my claim was closed due to, and I quote, " the transaction in question was completed using a device that is consistent with previous valid account activity '', and that [ they ] " now consider ' [ ed ] " this claim closed ''. I was visiting my parents in XXXX XXXX, Ca. ( while on summervacation ) when I became aware of these transactions, and it was here where I filed a police report. I contacted the fraud department again on XX/XX/2022 to tell them I wanted to dispute their investigation findings and to include the police report to my file. The following day, I went to Bank of America located here in XXXX XXXX, Ca. to seek further assistance. I spoke to a BoA employee who seemed to be helpful ; however, he just dialed the fraud department number and handed me the phone. After about 45 minutes waiting for someone to attend to my call, a fraud department representative finally answered, and she basically told me that the transactions being disputed were made through my cellphone and to a XXXX XXXX  account located in the state of Texas. I never authorized such transactions, and I never received any notifications from XXXX about those transactions either. The following day I went to the FBI department located in XXXX XXXX, Ca. to report the fraud on my account. The XXXX FBI agents I spoke to, gathered my information ( bank statement copies, driver 's license, and my phone number ). They told me that they were going to submit the information and might get back to me. XXXX days ago, on XX/XX/XXXX, I tried to use my debit card on some purchases, and the transaction was declined. I went to a BoA ATM to withdraw cash, and the transaction could not be completed. I spoke to a bank teller to find out why I could not use my card. Bank teller told me that the {$160.00} I had in my account was transferred to the " account under investigation ''. The bank teller then called their " Risk '' number, and she was told that " they '' moved the money to the other account and closed my new account. No further explanation was given as to why they decided to do so. Bank teller pulled out my bank account information, and when she saw the fraudulent transactions she said " I can't believe these transactions didn't red flag the bank! ". Yesterday I decided to file a complaint against Bank of America with the XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I also filed a complaint with the Federal Reserve. I sent an online letter to the XXXX XXXX XXXX to share my story, and I also sent a letter to Bank of America 's Headquarters. I know about a couple of friends and some other people who have gone through the same problem I am currently facing right now. I feel hopeless against this situation. Bank of America failed to protect my account, and it's not doing anything to help me. I have done everything possible within my reach. You are my last resource, and even thoughI might be out of your area, I hope you can assist or guide me on this. 

Thank you for taking the time to read my letter. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, Ca. XXXX ( XXXX ) XXXX

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 monetary relief