Consumer complaint received 2024-02-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Incorrect information on your report — Public record information inaccurate
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
This issue began in XX/XX/XXXX when XXXX  fraudulent checks were submitted via the mobile app into my account. BoA froze my account and ultimately closed it to investigate and I received a letter letting me know my account was closed. When I reached out to inquire what was happening, I was advised of the XXXX  checks submitted and I immediately notified them that I did not submit those checks and opened a fraud claim. The claim number was XXXX. They told me this person performed an authorized takeover and updated my contact information to the following ( none of this information was or has ever been mine ) XXXX XXXX XXXX XXXX XXXX ca XXXX XXXX XXXX They advised this person called at XXXX eastern called with my information ( Social and debit card cvv and last XXXX ) to change all of this and take over my account. I urged them to check the app history, IP address/locations, and phone calls as well as asked for copies of the check to submit to the police. I also filed a police report. This was in XXXX XXXX XXXX. 

In XXXX, I received a letter stating they would not be siding with me on the fraud claim and my account would remain closed with negative marks. When I asked them why, I was told they couldnt give me more information, nor could they help explain. I was essentially out of luck. I called to fight this and was told multiple times over the phone that there was really nothing that could be done or help the situation. They even advised that despite my numerous requests to update my contact information back to the accurate information, it has not been updated and they could not speak to me unless I went to the bank with two forms of ID to update this information. I did as I was told and called again only to be told well, we cant reopen the claim and we cant help, figure it out. 

In XXXX, I called AGAIN and begged for some assistance with clearing this up. No one could help. I contacted XXXX XXXX and the CFPB with my complaints of lack of cooperation or proof to provide the local authorities. 

After XXXX XXXX XXXX of asking for copies of the checks that were fraudulently placed in my account and receiving a letter specifically stating that they did not in fact have copies of the checkslow and beholdcopies magically appear in my mailbox with signatures that do not and have never matched any of the checks Ive ever submitted.

I called again to tell them to please look at the signatures and compare them. They clearly arent mine. Thats when Im told that its already noted in my file that the signatures dont match and thats why the checks were originally flagged. This is the first of hearing of this and I ask why then Im the one being held accountable when its clearly not my signature. I even point out that this person signed with my midddle nameI never sign with my middle nameand its spelled incorrectly. My middle name is XXXX. On the check, they signed XXXX  with an XXXX, AND I usually write out a XXXX, only to have the XXXX curve around my last name and shape a XXXX at the beginningspelling out XXXX. The signature did not match that at all. They let me know that theres nothing that they can do to help or reopen the claim. Additionally, they have not updated my contact information to the accurate information despite XXXX  physical visits into the bank with XXXX  forms of ID to update my contact information. On their response to my first CFPB claim, they detail they tried contacting me numerous times but the only phone call I received was on XX/XX/XXXX to let me know they STILL have the wrong contact information but they reached a resolution and were mailing me a packet. They were still contact the scammer at their number and email that was supposed to have officially been removed in XXXX. 

I have copies of every letter they sent detailing they did not have copies of the checks submitted and yet, miraculously after my initial complaint, they were located and found. I have copies of ever letter Ive received from them since the initial fraud complaint in XXXX detailing they have been of little to no help until my CFPB complaint. 

Only then was I met with a XXXX page letter signed by XXXX XXXX in regulatory complaints, detailing the checks were fraudulent. They go on to detail that when the checks were deposited, I wouldve received a notice letting me know the checks were on exceptional hold on the mobile screen. I did NOT deposit these checks, therefore this notice would have never been received by me. XXXX went on to advise that I could still see these notices on my mobile app. If she took the time to dig however, she wouldve seen that I havent had access to my account via the app since probably XXXX and Ive been relying solely on their word for accurate documentation. Documentation that was only provided after a complaint was sent to the CFPB. 

I do not care that they closed my account. I care about the mark this has left on my XXXX XXXX report and how it will affect me. I care that they did nothing to help resolve this and are essentially leaving me to blame for something they did little to nothing to protect me from.

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