Consumer complaint received 2018-02-24 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: PA

Complaint narrative:
To Whom It May Concern : On XX/XX/XXXX between XXXX and XXXX XXXX ( XXXX XXXX EST ) my Bank of America debit card under the name, XXXX XXXX XXXX associated with the shared account ending in XXXX was stolen from my bag along with my XXXX  XXXX credit card and silver XXXX XXXX. 

My belongings were taken from my bag in the mens locker room of the XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX. Upon discovering that both my access to cash and cell phone were gone, I returned home to report the cards and phone stolen on the respective banking and mobile carrier online portals. 

As evidenced by the below email, Bank of America acknowledged my choice to lock the card and to issue a new card associated with the account. Please note the language, Your old card will be deactivated immediately. Upon reading this and having a similar experience with my XXXX XXXX card, I had no reason to doubt this. However as we are all too familiar, this was not the case. The thief was able to withdraw nearly every penny from the account from shop locations in XXXX XXXX ( over 10 hours drive from XXXX ). 

My family and I had departed from the United States to XXXX on the XXXX of XX/XX/XXXX. I alerted Bank of America to our travel plans via the mobile application. The last transactions related either to myself or to XXXX XXXX ( primary account holder ) were fees associated with a withdrawal on the XXXX of XXXX in XXXX. The final account balance stood at {$4100.00} as of XX/XX/XXXX. The thief made all subsequent transactions in the metropolitan area of XXXX, XXXX. 

In regards to the frankly offensive and unfounded accusations that either an accomplice or I were using a PIN to make transactions ; there is a complete lack of understanding of XXXX consumer finance practices. Sign-less, PIN-less transactions under {$100.00} XXXX can be made at most retailers and larger trusted retailers ( i.e. XXXX, XXXX  ) are exceptions where the limit is up to {$200.00} XXXX. 

I received a new XXXX XXXX card and XXXX with no issue the following week. This is in stark contrast to the appalling level of ineptitude by Bank of America to protect the funds of a joint account for two customers since XXXX. We require a refund of our lost debit account funds ( {$4100.00} ). 

I faxed the above statement to Bank of America ( fax attached to this complaint ) on the XXXX of XXXX and have not received an acknowledgement or a response. The year is XXXX and I am faxing material to one of the largest banks in the country. Surely, I am living in a XXXX novel because this does not seem to be the most efficient manner to deal with the issue at hand. 

We look forward to your help in coming to a quick resolution for this matter. 

Best regards, XXXX and XXXX XXXX

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