Consumer complaint received 2020-11-19
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:
on XX/XX/2020, there were 4 transactions in my account that i did not do see below. 
XXXX XXXX XXXX  XX/XX/2020 XXXX XXXX Purchase of Goods or Services Expand XXXX XXXX XXXX  XX/XX/2020 details XXXX XXXX XX/XX/2020 $ XXXX Purchase of Goods or Services Expand XXXX XXXX XX/XX/2020 details XXXX XXXX XXXX  XX/XX/2020 $ XXXX Purchase of Goods or Services Expand XXXX XXXXXXXX XXXX  XX/XX/2020 details XXXX XXXX XX/XX/2020 $ XXXX Purchase of Goods or Services Expand XXXX XXXX XXXX/XXXX/2020 details i contacted bank same day to despute and file claim. On XX/XX/XXXX bank of america returned money into my account XXXX XXXX my account was wiped out. 
XX/XX/2020 $ XXXX Adjustment Debit Expand XX/XX/2020 details XX/XX/2020 $ XXXX Adjustment Debit Expand XX/XX/2020 details XX/XX/2020 $ XXXX Adjustment Debit Expand XX/XX/2020 details XX/XX/2020 $ XXXX Adjustment Debit Bank has bee saying they will investigate they told me they could not get in contact with XXXX XXXX  and told me to try to get in contact with XXXX XXXX. i XXXX XXXX XXXX sent them email and they responded with they do not have an account associated with my card or bank asnd said my card may have been compromised i faxed the corespondance from XXXX XXXX and myself to the bank and they still not looking into it below is the email between XXXX XXXX and myself. 
XXXX Support XXXX XXXX, XX/XX/2020 at XXXX XXXX  To : " XXXX '' XXXX Hi XXXX, I am XXXX from XXXX XXXX Support, thank you for reaching. I understand you are having difficulties with unusual activity made from your account and I know how confusing that situation might be, so please let me provide some information about this matter. 

In order for me to look further into this case, Ill need you to please provide the following information : - Senders phone number or email address - Recipients phone number or email address - XXXX  XXXX  or XXXX  XXXX  involved - Exact amount of the payment - Date of the payment Once I receive this information, Ill be able to investigate further. 

Thanks for all your help, Ill keep an eye out for your response. 

Best regards, XXXX XXXX XXXX  Support ref : XXXX : ref XXXX XXXX XXXX XXXX, XX/XX/2020 at XXXX XXXX  To : XXXX Support XXXX The problem is I never used XXXX XXXX I don't have account with you my mmbank statement shows withdraws from XXXX XXXX  on XXXX20 there was 4 yrsnsatctions {$970.00} {$800.00} {$220.00} {$500.00} [ Quoted text hidden ] XXXX XXXX XXXX XXXX, XX/XX/2020 at XXXX XXXX  To : XXXX  Support XXXX What other information do you need? 
[ Quoted text hidden ] XXXX  Support XXXX XXXX, XX/XX/2020 at XXXX XXXX  To : " XXXX '' XXXX Hi XXXX, My name is XXXX from XXXX XXXX support, I'll be taking over your case from here. So sorry to see your inconvenience regarding the unrecognized transactions made with your bank account. For this matter, let me do my best to assist you. 

I dont see any recent debits from this XXXX XXXX account to your bank. I suggest checking with your bank to learn more about the charge in question. 

It is possible someone has compromised your debit card and linked it to their own XXXX XXXX account. If this is the case, you will need your banks assistance to potentially reverse the transaction. 

In addition to the security measures we suggest, we ask that you take further steps to ensure the safety of your account : - XXXX XXXX Sign-In Code or PIN - We will never ask you to provide us this outside of the XXXX. 
- XXXX XXXX - Enable this to require your passcode or Touch ID to authorize every in-app XXXX XXXX payment. 
- Personal Identification Number ( PIN ) - Protect it and keep it private. Do not write it on your card or store it with your card. 
- Use a difficult to guess PIN. 
- Avoid number sequences ( 1234 ), DOB, SSN, address, phone number, etc. 
- Push Notifications - Enable for every transaction. 
- We strongly encourage an alternate or secondary email for additional security. 
- Virtual Card - Hide your card details by clicking on your card. 
- Touch ID / Facial Recognition / Passcode - Enable enhanced login security measures on all devices. 
- Because all devices vary, please check your device manual for more details. 
- Email Two-Factor Authentication - Enable for an additional layer of security.

I hope this information was helpful to you, and if you may have another inquiry or question, please feel free to reply the email and we will do our best to assist you. 

Best regards, XXXX XXXX. 
XXXX XXXX Support [ Quoted text hidden ] >> ref : XXXX : ref >> > XXXX XXXX XXXX XXXX, XX/XX/2020 at XXXX XXXX  To : XXXX XXXX XXXX So you sure u don't show any record of these transactions? 
[ Quoted text hidden ] 2 attachments ScreenshotXXXXXXXX  XXXXXXXX ScreenshotXXXX XXXXXXXX XXXX XXXX XXXX XXXX, XX/XX/2020 at XXXX XXXX  To : " XXXX '' XXXX Hi XXXX, XXXX here with XXXX  XXXX XXXX XXXX I see youve been communicating with XXXX XXXX Ill be taking over from here, and I can continue helping with the unauthorized transaction that you have with debit card. 

As XXXX mentioned in the previous email, we dont see any recent debits from this XXXX XXXX account to your bank. 

It is possible someone has compromised your debit card and linked it to their own XXXX XXXX account. If this is the case, you will need your banks assistance to potentially reverse the transaction. 

Please let me know if you have any additional questions. I'm glad to help anytime! 

Best regards, XXXX XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - I have not been able to access my unemployment benefits that have been deposited since this has happened. Bank never sent me notice of any kind only notice i received was a letter stating my account was credited till they investigate two months later bank takes money.please help resolve this issue thank you

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