Consumer complaint received 2022-03-24 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
This is now my third complaint made against the Bank of America. They have made an incredibly amount of errors throughout this entire claims process and are just giving me the run around hoping that I'll give up. Starting in XXXX of last year, money began being taken out of my account by someone via fraudulent funds transfers. I contacted the bank immediately when I noticed and they said they were sending a new card and that should handle it and that the money should be back in my account within a few weeks, which was an amount of {$6000.00}. I said to them, " Well, it was done online, right? What's stopping the person from doing it again? They didn't have my card. I have my card. They had my account info and switched my login info and passwords. '' The representative said not to worry... it can't happen. A new card would solve the problem. Unsatisfied, I kept calling and talking to different representatives trying to explain that the account still felt unsecured while I awaited my new card in the mail. Only ONE person listened and agreed with me but even she didn't take the necessary steps to properly secure the account. I asked them to stop all funds transfers. They said repeatedly they can't do it. I asked to make it so in person withdrawal with ID were required. They repeatedly said they couldn't do it. I asked them to shut down the account. They said they couldn't do it. I asked them to stop letting people change my login info. They couldn't do it. They put NO red flags on my account and allowed me to get robbed blind. And I couldn't even make withdrawals while it happened to protect the rest of my money because every time it happened, they would have to send me a new card because of protocol, locking me out of the account entirely while I waited for it to just happen again. It was a comedy of errors and missteps on the banks part. I felt totally exposed and vulnerable. It happened again two more times over the next two weeks as soon as the week waiting period for funds transfers passed. The total amount taken out was {$12000.00}. 

You all somehow deny my first claim # XXXX, you approve my 2nd claim # XXXX, and then when money got taken right back out the very same day you denied the claim for that # XXXX. So, you think I'm lying about the first one, the 2nd one was real and magically happened right after, and then I lied about the third one? It makes no sense. The only reason you accepted the 2nd one was because you forgot to take the fraudulent account they were transferring to off of my approved transfers list. How do you even forget to do that? How is that possible? I would call up, many times the bank wouldn't even ask me my security questions. Then when I ask why, I get hung up on. I have proof of this. And you all allowed whoever did this to just change my security questions whenever they wanted. So, what's even the point of the security questions? 

After all of this, and you all denying the claims multiple times and just saying to me " Well, let 's try again! '' I said " No, I am requesting the reason as to why you denied my claim ''. You have not provided it, even though it is required by law under regulation E. I even waited to reopen the claim until I received the letter as to why it was denied, because you said the only way you would send it is if the claim hadn't been reopened, but you all just sent me my bank statements from XXXX and XXXX and said " Oh, yea... that's all we send anyway ''. I have asked for the information of where my funds are being fraudulently transferred. you all will not provide it. 

You claim that you have responded to my other complaints but I have called and called and called the phone number on the letter you sent from a resolution specialist and it just goes straight to a department voicemail. 

We are getting nowhere. And I am running out of time to where I need this money or I will be XXXX. You all are giving me the runaround and you can not treat people this way. You are bullies. And you say the only thing I can do is call the 1800 number to go through the same process with a new rep over and over and over again. You claim there is nothing else that can be done, but I do not accept that. I can not accept that.

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