Consumer complaint received 2024-09-27 00:00:00
Product: Prepaid card — Government benefit card
Issue: Unexpected or other fees — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
XX/XX/XXXX a list of transactions ( that were not mine ) was sent to the bank via a police report. An FTC Affidavit and a XXXX report were also sent. I spoke to XXXX XXXX and was given two claims numbers for the list of transactions on my police report. The claims numbers I was given were XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  I to date have not opened anything more and the amount has gone down not up by the money I HAVE BEEN ABLE TO GET BACK WITH NO HELP BY BANK OF AMERICA. Now keep in mind my computer was hacked, my identity stolen, and my social security number compromised. Now XXXX XXXX nor XXXX XXXX shared with me how the transactions were divided up between the XXXX claims given to me but I was given two claims numbers and to date that hasnt changed on my end!!! I hear nothing back from the bank until XX/XX/XXXX when two USPS letters arrive with those XXXX claims numbers and they were both denied. Now the problem I have is that nobody in XXXX can give me the transactions that were denied by your bank??? What I have been sent by you is at first a 10 page list totaling over XXXX in transactions!! That is a huge amount and way more than the XXXX that was on my police report in XXXX. And nobody can give me the list of transactions that were under the ONLY TWO CLAIMS NUMBERS EVER GIVEN to me!!! Why? 

When a third claims number arrives under a claim Ive never had or been given XXXX for {$2500.00} that was also denied? I never opened a third claim XXXX. This once again prompted me to request the original transactions under the XXXX claims I was given in XXXX. To date the transactions I have been sent do not total the original amount of XXXX why? By all rights the transactions given to you in XX/XX/XXXX on my police report and my FTC affidavit should not total more than the original amount of XXXX. So why does it? Who opened a third claim and did so sometime after my police report was sent in XXXX. And now subsequent claims have been opened in XXXX with your answer being that it was new claims I had highlighted and sent back to you. You do realize that those very same transactions were the same ones I said were not mine in XXXX?? They are not new transactions they are ones I am owed by Bank of America for!! And back from XXXX. The total I am owed for transactions not mine is XXXX Your bank should be able to send to me the transactions that XXXX XXXX and XXXX XXXX had under the XXXX claims numbers but, that has never happened so I am to assume that you cant find them or even know this many years out??? 
You see my claims amount of XXXX has never gone up in the amount in fact I have been able to get back all except for the XXXX. Your bank ledger does not even reflect that correctly. When I have asked you why you did not request the videos and photos of certain transactions your answer was the bank doesnt request that well if it was important enough for an XXXX to view it should have been equally important for you to view. It would have shown two people using a made up XXXX XXXX XXXX and not the blue one sent by your bank! Right then you would have known this was not my transactions of course the police report the FTC affidavit and the XXXX should have been enough for the bank to honor their policy that customers will not be held liable for fraudulent transactions if reported to the bank in the correct amount of time. Something I honored and yet your bank still hold my XXXX captive. Why? 

I am owed for XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  total owed to me I then was emailed a list 103 pages of transactions that were debited multiple times from my account this email came directly from the bank and 5 days later it had been changed why?? 
That is a whole other amount. 

I want the money Bank of America is holding captive XXXX for transactions that were done not by me in XXXX. The list that was sent to you via XXXX report and the list I am not responsible for

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