Consumer complaint received 2024-02-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: DC

Complaint narrative:
This is a copy of top section of email I sent to bank 's PR executives after I couldn't speak to anyone who conducted the spurious " investigation '' of my claim # # XXXX -- XXXX : I also copied it to DC Attorney General 's office, XXXX XXXX XXXX XXXX XXXXXXXX banking reporters, the police detective investigating the total fraudulent withdrawal of over {$2500.00} from the ATM and bank teller, on the same day, XXXX XXXX, at this bank : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  DC XXXX police report # The original email -- which I also copied to official and XXXX XXXX I had for your enforcement chief XXXX XXXX XXXX also included as attachments documents buttressing my case, including correspondence with the police investigating the ATM and teller cash fraud and theft. Here was the header on that email : Claim # XXXX -- XXXX : sham " XXXX liability '' probe : BofA scams reporter {$1600.00} after fraudster 's teller cash withdrawal ; CFPB penalized bank {$470.00} XXXX XXXX. Highlights : The bank is asserting without any evidence that I authorized the cash withdrawal of {$1600.00} from the teller cage on the same day that I came into the lobby to report a stolen debit card... 
I have received a letter from the bank, dated XX/XX/XXXX, I can send CFPB saying their so-called " investigation '' into my complaint about the fraudulent withdrawal has concluded that I authorized the {$1600.00} withdrawal and they reversed the temporary credit of {$1600.00} on XX/XX/year>. They've done so without yet allowing me to write or speak directly to the investigator or analyst who closed the case. 

Nevertheless, on XX/XX/XXXX, the bank withdrew {$1600.00} from that account and this clawback of funds is likely to negate the Social Security deposits to this old account later this month by XX/XX/XXXX. If there isn't a quick intervention by your agency, I will lose my Social Security deposit to this illegal, improper and unfounded clawback of {$1600.00} in funds. 

They closed their sham investigation with the defamatory assertion that I lied to them and, in essence, the police as well about the fraudulent cash withdrawal on XX/XX/XXXX without interviewing me or providing me photographic proof that I was the one withdrawing the cash. Indeed, according to a staffer with the check fraud existing complaint unit, it is the general policy that Bank of America 's analyst/investigators looking into claims of checking or cash teller withdrawal fraud that they DO NOT INTERVIEW, CONTACT OR PROVIDE THEIR CONTACT INFORMATION OR AN OPPORTUNITY TO UPLOAD OR EMAIL DOCUMENTS INVOLVING YOUR CASE. To use a metaphor, there's NO paper trail allowed or used, and so the bank is given a " blank check '' to wrongly close any and all " zero liability '' claims without any oversight, accountability or meaninful opportunity to appeal the decision. On the day I wrote the toughly-worded email, XX/XX/year> I learned that I could fax the " the claims recovery and resolution team '' my information, the sole contact opportunity withheld from me for months. 
The bank 's baseless and arguably defamatory assertion that I authorized the cash withdrawal is tantamount to the bank accusing me of filing a false police report about the illegal theft of {$1600.00} from the teller 's window by fraudsters. It's obvious now that the thieves presumably had quickly created -- or didn't have any -- fake ID, but it was so brazen it's worth exploring if there was any insider help. It's an embarrassing lapse of security despite cameras supposedly monitoring both ATM and teller transactions. 

Note : The loss of {$1600.00} puts much of my rent payment and several other expenses in jeopardy. 

Strikingly, Bank of America 's negligence ( or worse ) is victimizing me twice : first, by allowing the thieves to fool a lax teller into handing over {$1600.00} in cash from my account and second, by their ridiculous claim that I authorized that withdrawal from the same bank location and on the same day that I complained about my stolen debit card... 

A major question : Are bank officials covering up these disturbing security lapses that could generate negative publicity by blaming me somehow for authorizing the withdrawal -- or is it part of a broader pattern and practice of defrauding and chiseling consumers that's cost the bank {$470.00} XXXX in penalties in XXXX separate rulings by the CFPB in the last XXXX years? The charges outlined in the CFPB findings are about a much wider pattern of wrongdoing than simply stiffing many customers on paying out on the much-hyped " XXXX liability '' promise. The " XXXX liability '' offer is mentioned in class-action lawsuits involving pandemic-based unemployed people who had insecure government-backed pre-paid debit cards established with Bank of America, and in XXXX XXXX XXXX -- and findings by -- the CFPB. 

A public relations XXXX with the bank, told me briefly that my concerns and complaint were being circulated to the " right people '' in administrative positions in the bank and they're looking into it. His name is XXXX XXXX, and his office phone number is XXXX, as listed online. But I haven't heard back yet and I'm unclear when or if I'll hear back from anyone at the bank -- and there's no sign yet that they're going to reverse their decision to withdraw {$1600.00} from my checking account on the spurious grounds that I falsely reported in XXXX the fraudulent cash withdrawal.

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