Consumer complaint received 2016-08-30
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Using a debit or ATM card

Complaint:
I 'm so upset with my bank. On XXXX at XXXX PST a transaction in the amount of {$300.00} showed up on my online banking. I randomly check often and while I was getting dinner around the same time on the other side of town I noticed this large cash withdrawal. I was shocked and confused and immediately called Bank Of America. I explained that there were XXXX transactions processing on my card that I most definitely did not authorize. XXXX was for {$200.00}, which got declined was, and the XXXX for {$300.00}. I even explained to the representative that I just used my card. She said the fraud arm withdrawal was at XXXX PST in XXXX XXXX and my authorized transaction was at XXXX PST. There is no way that you can make if from XXXX XXXX to XXXX XXXX in XXXX minutes! Also I only have XXXX card issued under my account! The representative said do n't worry. They will investigate and get back to you ASAP. And they will credit the money back into your account. I followed up and another represent ice said it would take up to ten days. I said I would like it to be credited sooner please. She said she could request for a temporary 48hr credit return. Before I had a chance to follow up I received a notice in the mail stating there is no error in this claim therefore my account will not be credited for the proposed amount. They said they found that the transaction was authorized because they withdrawal was done with my ATM pin. I was beyond frustrated and angry with this. I have been with Bank Of America for over 10 years and have had fraud transactions. They have immediately been taken care of and money had been immediately credited back into my account. I called the number provided on the notice and complained about the poor customer service and the lack of questions ( none ) asked by any investigators. I brought up the point of the fraud transaction being XXXX minutes apart from my actual personal authorized transaction and the fact that the locations of the XXXX transactions were far enough away from each other to not make from XXXX spot to the other in XXXX minutes! Especially if I have XXXX card issued under my account. He then reopened the claim. I said where was the atm address that the fraud was withdrawn from. He said that there is no way to tell the exact location just the city. Later I called and asked what the numbers showing up on my account next to the fraud transaction were. A different representative said that XXXX is the ATM company and XXXX number is the ATM ID and the other is the ATM #. So basically this tells you where the ATM is located. She also said that it most likely was a XXXX. So that right there is enough info to investigate FURTHER. Such a shame that banks think that customers will just say ok I understand. NO I do n't understand. This is my money and it is not MY fault that a hacker skimmed an ATM to get my card and PIN info. It 's 2016. The representative also said they ca n't duplicate chips. Maybe so, but they can still duplicate magnetic strips. And a lot of companies still have n't upgraded to just chips. And if that 's the case why do you issue a card with a chip and a magnetic strip if the point of the chip is for more protection. Tomorrow I have to now go to the XXXX XXXX Police Station to file a report in a city I do n't live in. They have better things to do and probably wo n't want to help me solve this and request video footage from a specific unknown ATM. I was told by the representative to file a police report. Again, the purpose of a bank is to help protect your money. Not say in so many words it 's your fault that someone knows your PIN number even if you do n't know them along with the many points I 've previously listed. Shame on you for making me feel helpless with my own hard earned money.

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