Consumer complaint received 2024-01-19 00:00:00
Product: Checking or savings account — Savings account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WA

Complaint narrative:
In XXXX I became aware of XXXX unauthorized transactions made from my XXXX  account at a Bank of America branch in XXXX  ( I live outside XXXX in XXXX  XXXX and have never been to the city in XXXX  where the transaction occured. ) The XXXX transactions consisted of 1. ( {$900.00} in cash withdrawl from savings ) and 2. ( XXXX fake checks being cashed for a combined total of ( {$1900.00} ) ; the checks were cashed but there was no real account so BOA withdrew the {$1900.00} from our account to cover the fraud check cash. The total of the fraud transactions made at the branch totaled {$2800.00}. 

Immediately upon learning of the transactions on XX/XX/XXXX, I contacted Bank of America to report the fraud and was told an investigation would be conducted and I would be notified of how this was able to occur within their branch ( I was alarmed someone was able to go in and make these transactions fraudulently and wold expect better security measures by Bank of America ). We were told they would immediately return the cash withdrawl of {$900.00}, but the fraudulently cashed checks of {$1900.00} could take up to 60 days to investigate and at that point would be returned. XXXX claims were initated ( XXXX for the cash withdrawl and XXXX for the checks ). 

On XX/XX/XXXX, we recevied two letters from Bank of America, one for each of the claims. Both letters stated the following : " Based on our research, we've determined that your claim can't be honored for the following reasons : -Our investigation of the claim determined that you/your client authorized the transaction. 
-The account owner 's identification was used to negotiate the check. The bank was not notified that your identification was lost or stolen. '' As a result, the bank refused to return the {$1900.00} that was taken from my account via check fraud, and also said the {$900.00} that had been returned to me from the cash withdrawl fraud on XXXX XXXX, XXXX would be reversed and pulled from out from my account on XX/XX/XXXX. 

My identification was never lost or stolen and I absolutely did not authorize either transaction. The name on the checks was mispelled and the endorsement signature on the back is not my signature. 

I immediately called the bank and was told the teller saw an ID, which again, was not mine and must be fake. I reminded the teller I live in XXXX  state, have never been to that city or branch, have not lost my ID, and did not authorize either transaction, and furthermore have held my accounts with Bank of America for over 20 years and have never had any incident. I asked if they reviwed security tape footage, as it would clearly show the criminal comminting fraud was not me, of which the agent did not know the answer. The agent said they would open a ticket to ask for reconsideration which could take 60 more days!! 

I am requesting help in return of my funds that were removed by fraud. I'm appaled by the incompetent account security procedures and investigative process of Bank of America.

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