In the XXXX  of 2021, my wife and I began receiving mail for our joint accounts at Bank of America that no longer included my wife 's name. It had been overwritten with a new unknown name that we had never seen before. 

We contacted Bank of America as soon as we realized what was going on. We became concerned that there was some sort of identity theft. When we contacted the Bank, they could not figure out what had happened. Their customer service reps advised I go to a branch, open new accounts without my wife 's identity, and transfer all of our funds there. For security, I took those steps. 

This did not address the root cause -- my wife 's identity had been overwritten in the Bank 's systems. On XX/XX/2021, we were advised to file an identity theft claim. We filed the needed paperwork and it has still not been resolved. 

While the identity theft claim has been in review, the Bank has continued to process all of our joint banking with the unknown identity -- including official government paperwork regarding a real estate purchase in 2021. We just received tax forms on XX/XX/XXXX that list the unknown identity. I called the Bank again and they are continuing to review the identity theft claim. Their agents are completely unable to take any action to freeze or pause processing of issues involving my wife 's account. 

We have seen no evidence of fraudulent transactions, tax filings, or other records associated with this activity. All problems are stemming from the Bank 's incorrect paperwork. Based on my personal expertise in cybersecurity and finance, I believe that while this could be identity theft, this is most likely indicative of a lack of proper controls at Bank of America. The underlying issue is likely a database collision -- where they merged two online accounts incorrectly. This should not be possible. In fact, Bank of America employees at the branch and at the customer service and fraud departments that have reviewed the case described it to me as something they had never seen before and that should not have been possible.