Consumer complaint received 2024-10-14
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION (CA)

This complaint is in regards to a Claim XXXX XXXX filed to dispute several unauthorized, fraudulent transactions on my Bank of America checking account, charged through the debit card ( the information of which was compromised due to a theft ). I declare under penalty of perjury under the laws of the XXXXXXXX XXXX XXXX that the following information is true and correct to the best of my knowledge. On XX/XX/year>, my XXXX phone was stolen while at a department store. The phones case had a small wallet attached which contained my Drivers License, which was stolen along with the phone itself. The phone was unfortunately unlocked. On XX/XX/year>, I filed a report for the stolen XXXX phone with the XXXX XXXX Police Department ( XXXX Report XXXX for Grand Theft, attachment XXXX ). On or about XX/XX/year>, I discovered a large discrepancy on my XXXX Bank of America checking account balance and immediately, with over XXXX completed transactions made over the span of approximately XXXX weeks, starting XX/XX/XXXX, to XXXX. I did not make any of these transactions nor authorize anyone to make them. I have not physically received any products in the mail from XXXX for these transactions and I have not received any kind of online serviced from them. I contacted Bank of America to report this issue and the Customer Service was able to determine that these transactions were performed using my debit card information. At this point, I remembered that my stolen XXXX phone contained the full information of my debit card ( including my address and the debit cards security code ). The Customer Service at Bank of America was able to block the compromised debit card and a claim was initiated to dispute all the unauthorized transactions, to recover my stolen funds. The Bank of America XXXX is XXXX and the total of all the fraudulent transactions charged to my account amounts to XXXX dollars. I believe that the fraud was most likely committed by the individual ( XXXX ) who stole my mobile phone, since they had access to my debit card information and a lot of my personal information ( they had my ID and full use of my mobile phone itself ). I provided these details to Bank of America so they could be added to support the claim. On XX/XX/year>, I filed a report for the fraudulent transactions made using my Bank of America XXXX card with the XXXX XXXX Police Department ( XXXX Report XXXX for Identity Theft, attachment XXXX ). Within a few business days from opening the Bank of America fraud claim ( Claim XXXX ), I was informed by the Customer Service that the Claim was closed, on the basis that Bank of America had sent me a text message alert to my mobile phone to validate XXXX of the reported fraudulent transactions, to which I responded. I explained that the text was sent to my stolen mobile phone and the affirmative text response had to be sent by the fraudsters. With this information, Bank of America reopened the Claim XXXX. On XX/XX/year>, I sent the following documentation to Bank of America via fax : a letter explaining the claim and surrounding details ( attachment XXXX ), a copy of the XXXX Report for Grand Theft ( of the XXXX phone ), a copy of the XXXX Report for Identity Theft ( for the fraudulent transactions made using my debit card information ), a copy of Internet Crime Complaint filed with the FBI ( attachment XXXX ). The fax was received by Bank of America, as per my fax transfer receipt ( attachment XXXX ). As of the date of this complaint being submitted to the CFPB, I have not received a satisfactory resolution from Bank of America.