Consumer complaint received 2024-08-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NE

Complaint narrative:
On Tuesday, XX/XX/XXXX at XXXX XXXX  I went to the gas station to put gasoline in my car so I could go pick up a XXXX  that I needed because I had taken the last XXXX  the prior day entered my first debit card to the pump entered my pen and there was a message that came on saying I authorize user well. I couldnt understand why it would say that but I have another debit card to another checking account so I tried that card put it in The Pump entered my pen and responded unauthorized user so then I went to the cashier inside the gasoline station and I asked him look. I explained what happened and I said I just need to put at least {$20.00} of gas so I can go pick up a medication and Ill call the bank later and figure out whats going on so we tried it and got the same response could not get {$20.00} out of my bank where I know I had at least a {$400.00}. 

I returned to my car couldnt turn the air conditioner on because my car did not have enough gasoline so I sat in a hot car. It is XXXX. I know I used to live in Texas so its not as bad. I live in XXXX, Nebraska right now hot hot is hot no air conditioner in a XXXX XXXX XXXX is hot so I sat there and called Bank Of America XXXX. I got a person that was a very nice but said they had no authority to change the fact that both of my debit cards had been a block placed on them so she transferred me to fraud the person of fraud same story explained that usually they handle fraud but in this case it was the XXXX department that had placed the block on my account so she transferred me to the XXXX department, which Id like to make a little note here no one XXXX XXXX Bank Of America that I have spoken to knows what the XXXX department is. Only this person transferring me to the XXXX department has ever heard of such a department.. 
The person in the wallet department was not very nice. Apparently have a message that theyre taught. This is what you answer when youre asked this question and after a very long conversation, could not get any further than her saying no. 
Apparently back on XX/XX/XXXX, there had been XXXX applications submitted to. She couldnt tell me if it was XXXX or XXXX XXXX or something like that. She read the phone numbers off to me and none of them were phone numbers. I recognize she read the names off of these applications and none of the names or names that I was familiar with then she said well lets validate transactions from your cards so she called out XXXX purchases from XXXX of the cars which I did recognize and I said yes, I made that purchase so just such a date just such as such a store so that was good that she was very content to say that. 
Then we went to validate the transactions on the second card unfortunately XXXX XXXX XXXX XXXX. Ive had a year of XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX so she asked me about a purchase for {$30.00} and some XXXX  from XXXX well its not like the first XXXX transactions that she asked me which were from XXXX and I can go to my XXXX account and look them up this is from the store XXXX. I dont have an account and XXXX XXXX day. I walked into the store, made the purchase and left and the receipts. Ive already looked for them because I needed to return some of the items and I cant find the receipts so I couldnt validate that amount. I told her I had, been shopping there and it could very well be that amount but I wasnt sure. 
So then she asked me about a purchase to XXXX. Yes I made a purchase at XXXX but again the problem was the bill was {$800.00} so I paid {$200.00} with XXXX credit card at XXXX with another XXXX with another and sell and then so forth, but I thought no problem. I have the receipt on the kitchen table. Let me go look at it and XXXX tell you if {$80.00} and substance is what was paid off of this card well XXXX cant find the receipt. It was there the day before yesterday when I needed to validate this transaction the receipt was not there so I told her well. I really cant validate it. Yes, I paid to XXXX and yes, I paid the bill bill, but I cant validate the {$80.00} and some cents.. 

So then she said well both cards canceled and cancellation and I got extremely upset because I explained no you can not do that. I need to go and put gas in my car and go to the pharmacy and pick up medication that I desperately need to take because I took the last pill yesterday I need to take that pill today. It is very important For my health continuously. Take this medication and I said XXXX already validated that XXXX of the cards has not been used by anyone in 13 days since Bank Of America ignored the fact that my account was breached by XXXX different people she would not take the cancellation off that she refused to. She said that because on XXXX XXXX, there had been XXXX attempts to get my information that the card was canceled and it would not be reopened. 

This is where my complaint begins apparently Bank Of America on XX/XX/XXXX new that my XXXX cards were hacked and that they were XXXX attempts on these XXXX debit cards to take my money. Bank Of America did nothing absolutely nothing. They did not put a hold on it. They did not cancel them. They didnt send me a message telling me your cards have been breached and we need to cancel them and send you new cards to replace them nothing Bank Of America XXXX knowing that my account had been broken into did, nothing to protect my money to protect my information to protect my credit. Absolutely nothing. 

If that is a complaint, I would like to place how does any corporation in XXXX today? Allow a breach of that matter to go on attended nothing. 

For I think its 12 days my XXXX debit card numbers were out there with XXXX people that could have very well made purchases and emptied my account, but Bank Of America that has the fiduciary responsibility to not allow to prevent that knowingly on XX/XX/XXXX that there had been a breach did nothing Absolutely nothing. 

I dont know what the law punishment fees, fines I dont know what it is, but I do know the Bank Of America XXXX not go unscathed for not doing their job.

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