Consumer complaint received 2017-09-08
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Card opened as result of identity theft or fraud

Complaint:
In XX/XX/XXXXI was informed via a phone call from Bank of America that my accounts with them may have been compromised. So I went into the local Bank of America branch in XXXX, Il. At that time I was told that there was an attempt to change my online account password and email address associated with my accounts. I had a money market account, checking account, and credit card with Bank of America at time. The employee then discovered that over {$13000.00} was transferred from my money market account to my checking account. Once that was completed about {$3000.00} from my checking account was wire transferred to a XXXX XXXX  account that was in the name of XXXX XXXX XXXX. He then informed me that this person who lives in XXXX, GA at XXXX XXXX XXXX XXXX XXXX XXXX was seen on camera entering a Bank of America branch in XXXX with an ID in my name and had obtained a debit card to my accounts. I was told to get the police involved so I filed a police report for Identity Theft with the XXXX PD. Then I had my accounts closed and reopened under different account numbers. This personal subsequently obtained the new account numbers so I was told to close out all of my accounts with Bank of America. In XX/XX/XXXXI went into the local Bank of America in XXXX, IL and closed out my checking, money market, and credit card accounts. I then assumed that everything was taken care of since I had been assured my the Bank of America fraud dept. that all the accounts were closed and could no longer be used by this person in Atlanta.
Now yesterday, XX/XX/XXXX, I received a call from a collections agency stating that I owed {$1300.00} for an unpaid balance on my Bank of America credit card that was supposed to have been closed out in XX/XX/XXXX. So I was transferred to Bank of America 's fraud dept. who told me that this was not fraud since the account was opened by me in person on XX/XX/XXXX at my local Bank of America in XXXX, IL. I informed them that I indeed did have this credit card opened in XX/XX/XXXXbut that I closed out all my accounts with them in XX/XX/XXXX due to identity theft. I was then told that that could n't be the case because I just made a payment of {$1000.00} on this credit card in XX/XX/XXXX. I then asked them what address this credit card along with the statements was being mailed to. I was informed that it was sent to XXXX XXXX XXXX XXXX  XXXX, GA XXXX. I told them that I lived in XXXX, IL which is about 12 miles east of XXXX XXXX, MO and that I have never resided in the state of Georgia. I also informed them that the lady who stole my identity lives at this address. They refused to believe me so I went into the local Bank of America today at XXXX XXXX XXXX, XXXX, Il. I showed them my driver 's license, social security card, birth certificate, the police report filed in XX/XX/XXXX. I also gave them a copy the application that XXXX XXXX XXXX XXXX sent me that proves that this lady at this address XXXX  has previous opened up a fraudulent credit card with them using my name, SSN, DOB, but at this same address in XXXX. I also informed them that this is about the 14th credit card that she has opened fraudulently in my name and that I have had to get closed. I have done all that I 've can on my part. I have filed police reports. I have a 7 year fraud alert with all 3 credit bureaus, I have a credit freeze but this still has not prevented this woman or man from opening up credit cards in my name. So I asked the bank manager how could this happen since I closed this credit card inXX/XX/XXXX for fraud. He told me that on XX/XX/XXXX that this person did a balance transfer of {$970.00} from a XXXX card to this closed Bank of America Cash Reward card and that this balance transfer is what reopened this closed account. Now mind you, I have previously had 3 Discover Cards closed that this person had opened in my name. I do n't know where to go from here. The XXXX PD says they have no jurisdiction in XXXX, GA and ca n't do anything. And the XXXX PD refuse to help me because I do n't live there even though I have give them this person 's address and all of the fraudulent accounts that have been opened and closed using my name, ssn, and dob.

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 non-monetary relief