Consumer complaint received 2024-04-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX

Complaint narrative:
I was doing a normal review of my checking account on XX/XX/XXXX when I noticed all my funds had been withdrawn from my checking and savings account and my account was at {$0.00}. I went up to the bank on XX/XX/XXXX to find out how this could have happened. I sat down with a Banker and she reviewed my account and told me about a transfer that was made from my savings account to my checking account and two {$3000.00} withdrawals that were made from my checking account. One withdrawal was made on XX/XX/XXXX and the other withdrawal was made on XX/XX/XXXX. I told her I did not do that transfer or make those withdrawals. She froze my account and created the fraud claims for my account and opened up a new account for me. Once I got home I submitted a claim for identity theft. 

XXXX will be XXXX months since this fraud investigation has been going on and it has caused me extreme emotional and financial stress. The fraud department has treated me like I'm the criminal and I have been unfairly mistreated. When I got the first letter that my claim was denied, the letter stated " After reviewing the claim, we determined XXXX XXXX XXXX received benefit of the claim ''. I contacted the fraud department and told them again I did not do this and to reopen the claim. A few weeks later I received another letter in the mail stating the exact same thing. I contacted the fraud department again, and had them reopen the claim. A few weeks later I received another letter in the mail that stated " Our investigation of the claim determined that you/your client authorized the transaction. The account owner 's identification was used to make the withdrawal. The bank was not notified your identification was lost or stolen ''. I would not of notified the bank that my identification was lost or stolen because I was in possession of my drivers license and was not even aware that theses withdrawals occurred so I did not authorize any transactions. I contacted them again and this time they said they had footage. They never mentioned footage the other times I contacted them so I asked for the footage to be sent to me and they said they can't send me the footage and a police report would need to be filed. They're claiming I'm on footage but that was never stated in any of the letters sent to me or conversations prior. My account was left with no money, they took all the money I had. I'm retired and I am on a fixed income. I've had to deal with my bills not being paid on time and receiving return checks and late fees. I did not do this. I did not make these withdrawals. I've had an account with Bank of America for almost XXXX  years and they did not protect me as the consumer as someone got access to my account information and my id information and was able to make these withdrawals. During the two days the withdrawals occurred I was in possession of both my drivers license and my debit card.

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