Consumer complaint received 2017-10-24
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Credit monitoring or identity theft protection services
Sub-issue: Billing dispute for services

Complaint:
On XXXX XXXX, XXXX I received a call from one of my banks asking if I was currently in California because someone with driver license just like mine was trying to withdraw money from my checking account. I was not in CA, so the bank stopped the transaction. After the call I immediately checked my other checking account with Bank of America and noticed that on XXXX XXXX and XXXX someone made 2 withdrawals from my checking account for a total amount {$8900.00}. I immediately called BoA and told them they were not my transactions and they initiated a dispute/claim # XXXX. I put an extra security monitoring on all of my accounts. Then I filed a formal identity theft report at FTC XXXX # XXXX XXXX, closed all of my existing checking and saving accounts, as well as credit cards. I also requested an extended 7-years credit monitoring by all three-credit agencies as a victim of identity theft. I requested a new driver license to be re-issued so it now has a new issue date and I have put a low enforcement alert on my driver license so no one can use now in an unauthorized manner. However, I have never received any correspondence from BoA that my claim is being disputed. After more than 68 days now XXXX claim was submitted on XXXX XXXX, XXXX and today is XXXX XXXX, XXXX XXXX, I have not received any resolution of the claim, not even any correspondence of a status of the claim. I have repeatedly called Fraud Department at BoA inquiring about a progress of the investigation of the claim and I was always informed that it is 'in progress ' and still unresolved but they would not allow me to speak to an investigator. I called them repeatedly and they always told me an investigator is going to call me within an hour but it never happened. I sent two formal letters on XXXX inquiring about the status of my claim to BoA headquarters in XXXX, FL as well as my local BoA branch in XXXX, IL, but I never received any response. I included my identity theft report and notice to furnishers in the letters informing BoA that they break the federal low ( claim resolution needs to be delivered within 30 days ). I never received any written confirmation from BoA about the unauthorized charges, I never received any response to my letters that I am not responsible for charges on this account. I have been a valid customer of BoA since XXXX and I have never had any problems/issues of financial nature with the bank. Other banks were able to protect my funds because they were able to recognize an attempt of identity theft. BoA has an extremely poor protection against an identity theft, yet they let their valid customers wait for months to have their stolen funds returned. This is not only scandalous, this is against the federal low.

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