Consumer complaint received 2021-09-27
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: BANK OF AMERICA, NATIONAL ASSOCIATION

Complaint:
I'm having trouble recovering money that was fraudulently withdrawn from my account at Bank of America. Below is a timeline of events with additional notes. 

XX/XX/21 - {$8200.00} was withdrawn from account XXXX ( where I am primary account holder and my father is secondary on account ). The transaction is noted as " XXXX cash withdrawal '' from a bank in New York. 
XX/XX/21 - While reviewing account activity, I noticed the withdrawal and called to report fraudulent activity. I end up placing holds on all of my accounts and creating a claim for investigation. My claim # is XXXX. I was told there would be a resolution in 90 days or less. I mentioned this withdrawal to my father. 
XX/XX/21 - Two withdrawals are made for {$4500.00} and {$8500.00} from account XXXX ( where my father is primary account holder and I am secondary on account ). These transactions are noted as " XXXX cash withdrawal '' from a bank in New Jersey. 
XX/XX/21 - My father placed holds on his accounts. He believed a claim would be automatically initiated, but that turned out not to be the case. 
XX/XX/21 - I received a letter indicating denial of my claim stating a ) one or more signers on the account benefitted from transaction, b ) handwriting on item consistent with sample on file and c ) account owner 's identification was used. 
XX/XX/21 - I called the fraud line asking for a " reconsideration '' on the claim, stating there were three withdrawals that are clearly related and in an area where account holders do not live and do not have any history of activity. 
XX/XX/21 - I received a second letter upholding the denial. 
XX/XX/21 - I called the fraud line again. I asked to speak with the analyst for the case and was told they could make the request. I asked if there was an e-mail address that I could send information to the analyst to include in the investigation. XXXX provided the e-mail address and I requested another " reconsideration '' stating I would send an e-mail with proof that I was not in New York at the time of the withdrawal. I asked for another " reconsideration '' and stated it was important that I speak to the analyst and the analyst review my e-mail prior to another determination. Following the call, I sent the included e-mail to the general e-mail address noting my claim number. The e-mail noted that the activity is clearly suspicious and pointed out the security measures that Bank of America advertises to protect against suspicious activity. 
XX/XX/21 - My father went through multiple calls and determined that a claim was not initiated for the two withdrawals on his account. He started a claim and provided me with his claim number. That claim # is XXXX. 
XX/XX/21 - I called the fraud number for an update on my claim and was told that it was denied again on XXXX. I did not receive a letter or any notification. I gave the XXXX the claim number for the fraudulent activity on linked accounts. In reviewing the information in the system, the XXXX did indicate that the name and identification used in the withdrawal from my account was my father, not me. The XXXX recommended that the claim on my father 's accounts be allowed to proceed to a resolution and call back then. They indicated that if that claim was honored, they should amend my claim and honor it as well. 
XX/XX/21 - My father received a letter indicating that his claim on two withdrawals was being honored. {$13000.00} was deposited into his account. 
XX/XX/21 - I called the fraud number and indicated that the claim on linked accounts regarding associated fraudulent activity was honored and asked for a " reconsideration '' given that. 
XX/XX/21 - I called for an update and was told that my claim was denied again on XXXX. It was noted in the system that no further reconsiderations were allowed. The XXXX indicated that nothing else could be done aside from me contacting a lawyer. I ended the call and went to a nearby banking location. I was just looking to get some help in other avenues to continue my claim and attempt to recover the money. I spoke to a XXXX XXXX, who updated my information, listened to the fact I presented and initiated a " XXXX XXXX '' for further investigation. My XXXX XXXX number is XXXX. I was told that I would be contacted in a few days with an update. 
XX/XX/21 - I called the local branch to speak with the XXXX XXXX, but left a message. Later I received a return call where he stated the case did not result in any change to the initial determination. He indicated that I could come in and speak to the branch manager as the next step.

I do not believe that the two fraudulent cases have been reviewed together at any point in time even though I requested that multiple times. All three withdrawals are within a short timeframe from bank locations very close together. All go against the account history of transactions and should easily trigger suspicious activity based on the Bank 's own description of security services. And all three used the name and identification of my father. The review of the two separate withdrawals included in my father 's claim resulted in the claim being honored and the money returned. I greatly appreciate any help getting appropriate attention to this matter from my trusted banking institution of 22 years.

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