Consumer complaint received 2025-12-15 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
bank of america as i said previously had allowed XXXX unauthorized bank accounts to be created in my name so i would beleive when i called gave mysocial, bday, and since my phone was stolen they where able to see my XXXX XXXX XXXX  pin phone number XXXX they then called XXXX XXXX XXXX  to release and transfer service to another provider. by doing this they had XXXX XXXX take over my XXXX since they changed carriers they could do what they wanted to new account because i could only find out from XXXX XXXX XXXX  where my number got transferred to buXXXX XXXX XXXX said i wasnt the owner for number i had no pin or adress and name did not match. XXXX XXXX XXXX gave me a new number but since the crime was at XXXX XXXX XXXX, I transferred it out of XXXX XXXX XXXX as well, but once XXXX to try and transfer my services back, I was unsuccessful and I needed this phone number because when you go to the bank, if you do transactions in person or on the phone they send you a one time pin along with your Social Security number, and your birthday The person that stole my identity had this information and the only way to get a pin to your phone is if the phone number is on their system is the phone you're using the transfer the money and they had my phone and my number. I try to change my phone number at Bank of America but they said it would take a while to get in the system so in the meantime, you put a freeze on my account and when I needed money out as I said in person, only I had to get a representative on the phone to give them a bank code and clarify that the person that was in front of them was XXXX and they would verify it through identification card. my phone threw XXXX id was was cloned they got same text i did and emails password where changed as I said I had roommates before and I told Bank this and they would go in my room and look for things like my Social Security card identification they knew enough about me to know my mother 's made a name so it was a disaster, and since I was unable to view online because I told them I never did online I asked for the statements all of them from all accounts because the bank said there was suspicious amount of banks open was zero they said that they must've opened them online. I asked them to close them. They said they did, but I guess they never did My account number ended at XXXX but I guess. prior to me opening my account in person there was XXXX other accounts that were open prior to me opening an account. Some money I deposited was put into unauthorized unknown accounts and every time I would deposit money it was either deposited to their account or my account because there was a lot of accounts all made online except for the one I open. I asked for the statements in person they said they were unable to give me all of them because that's what I needed all of them from all the accounts to see how much they taken. They said I can only do that on the phone, so I tried, but the problem with that is my mail was being stolen at the time so when I requested the statements, my mailbox was getting broken into every time and I had no access to the key anymore because it was stolen from me. It was even to a point where when I did replace the locks on the mailbox it got physically broken into with a tool to try it open anyways I still have not received any statements to the state and since Bank of America only give me like a month to look at every month that wasn't enough because the other account numbers, I didn't even know the numbers, but they were so I couldn't tell them which other same as I needed only online could do that. I find it very unfair that they sent me a letter from Bank of America stating that there's a certain time limit for my claims before I can report it and get my money back. Otherwise I would've been granted based on Fax and investigation truths I would've been given my money back they said except I waited too long to make the report and that's not true. I made the report a long time ago is the evidence I didn't have yet because I couldn't look at the statements so I couldn't exactly call them to dispute anything if my statements were getting stolen because I couldn't see anything that's why I asked them if they could even mail my statements to the bank and stay at the bank I could pick it up from them. Nobody would help me and it's still unresolved and yes, the time is went by where it's since XXXX 2023 but somewhere down the line somebody told me it was a special circumstance, and they put the notes in the computer a Bank of America saying because I never got the bank statements that they would do a special circumstance and allow me to dispute and that's why it was open to dispute. Disputed but it didn't make sense that they sent me a letter right after saying that I waited too long to start a dispute so I was denied my money payback why did they open the dispute anyways if they were just gon na tell me it was that long ago they didn't read the notes because they could've told me that off the bat that they were unable to open a dispute claim because it was that long ago, but see they did open up the investigation because the special circumstance, but with that claim being open, they would also send me letters saying what they needed from me which is I have to mark all the transactions that weren't mine from cards that should have been sent and I should've circled with XXXX was mine well it's simple all of them and I told him that they said they needed dates and times again without seeing the statements I don't know how to answer this so they put a time limit on when to get them the information back that they're requesting, which was what disputes according to the statements, my disputing they took it is not complying so they denied my claim again. I obviously was complying, but I couldn't send them anything except the police report because I didn't get anything to this day. I never got mailed my bank statement or at least I never saw my bank statements all of them to all accounts ever it took about 34 months and {$50000.00} were transferred out of my account and I did not notice until it was months or even years later I still was able to get money out and see what the total was in it with the receipt for when it jumps from a big amount to {$50000.00} less and more and more credit cards stuff that's what I called but unsuccessful so I need to claim reopen because of this special circumstance that I never got the statements ever as many times as they said they sent them. I was unable to get them every time someone stole them, which I think it was my abusive relationship. Because according to the bank in person, they said XXXX, which is my boyfriend 's name was XXXX transfers I don't know how many they were only able to show me that month. And also besides the big check I deposited that was over {$130000.00} they were allowing online checks in my name to be cashed into unknown accounts and they were still ordering debit and ATM cards, which I don't know how they were able to create a pin for the ATM cards without it being a person these cards are also cards I never received didn't even know existedso when asked to verify with pin they did so. i never used on line ever or did a transfer ever, no zelle, check cards, atm cards, debit cards where allowed to be created. the notes are made when i opened acct. I'm gon na probably get a lawyer and experience sent me a personalized letter saying that there was a breach in my identity with XXXX. They sent a little check. I want this result. I need my money back now I only spent. what was in my CD account which was {$10000.00} please I need assistance with this. This is an ongoing thing and they're not getting the full picture of why it took me so long to give them any information for this claim and I can not make any claims and point out any fraud besides what's obvious to me besides a lower amount in my bank account every time because they keep allowing online access to allow any online transactions conversation nothing and I want my statements all of them free of charge even that way you could begin this claim proper. I need this company that I'm CFBP To please tell them since I didn't get the statements ever and they did not read the note saying that from the beginning, not not. to Male all the statements to the house just regular mail. It would've had to have been carried to deliver to my house with signature. That's the only way to be sure I got them so I'm trying to get this reopen real investigated with these those copy and paste it I hope

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 non-monetary relief