Consumer complaint received 2016-08-05
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IL
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
I have repeatedly requested my Bank statements from BOA at least four times and to date BOA has not delivered my Bank Account Statements as requested. I originally requested these statements due to the discovery of fraud being committed on my online BOA profile connected to my BOA Bank account. In XX/XX/XXXX I discovered my bank account was being accessed by someone else without my knowledge or permission and they had changed my address Information to an address I have never resided at and am completely unfamiliar with. I also noticed my ex-wife 's name was also list on my account where she should not have been as I thought she had been removed ( we divorced in XXXX and per our Divorce agreement this account belongs solely to me ). I contacted BOA immediately and reported this fraud, BOA told me someone was accessing my account online and asked if any money had been taken out. I informed BOA that I was unsure if any money had been removed and would first need to review all the previous Bank Statements before I could answer that question. I asked BOA to send my all the prior bank statements dating back to when the account was first being accessed by this other party online. BOA then stated there was nothing they could do unless money had been removed. This did not sound right nor set well with me so I contacted BOA again with my concerns and I asked them how long and often was this other person accessing my BOA Bank account online and BOA stated off and on since XXXX. Again BOA asked if any money had been taken out and again I stated that I was unsure if any money had been removed. Again I requested my BOA statements so I could answer that question. BOA said there was nothing they could do and my only option was to close the account, so I closed the account as instructed by BOA. This still did not sound legal to me so I started to research but due to circumstance beyond my control, I could not devote enough time to the issue at the time. My Father passed away and I was left to handle his affairs and while subsequently being the sole provider of care for my elderly mother who now has XXXX all while dealing with being XXXX and subjected to continued character assault / harassment by my ex-wife. I discovered that the repeated accessing of my online account constituted to computer fraud and online stalking. I contacted my local BOA and spoke to XXXX XXXX about my concerns and again requested my previous Bank Statements. I was told I would receive the statements via email and given two fraud complaint numbers to reference in the future. I never received the statements so I called BOA again and again I was told there was nothing they could do. My Fianc called the US Secret Service on my behalf, the US Secret Service instructed us to contact BOA again file a Fraud Complaint with BOA they needed to hear from a BOA Fraud Investigator and gave her contact information for the BOA Fraud investigator to deliver any evidence to. Again I contacted BOA this time I went to BOA in XXXX MO XXXX and spoke to XXXX on XXXX/XXXX/XXXX. XXXX informed me the Fraud Complaint numbers given to me by XXXX XXXX were fake as these numbers were not any kind of Fraud complaint numbers BOA uses. XXXX also informed me that whoever was accessing my BOA account had been doing so through my online profile from another IP address that was different from the one I normally used. I informed XXXX that my ex-wife had stolen my computer when she kicked me out of our marital home ( XXXX ) and asked if this was how someone could have been accessing my account. She informed it could be and looked to see if my ex-wife had her own online profile and discovered she did not have her own online profile nor has she ever had an online profile for this account. To date I still have not received a single statement.

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 explanation