Consumer complaint received 2024-08-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX

Complaint narrative:
In 2020, my checking account was compromised and {$950.00} was pulled out -- I am not sure where the information was compromised or who took it. Bank of America XXXX XXXX department took my case and filed a fraud case on XX/XX/XXXX of XXXX the amount was refunded and they suggested opening a new account and transferred my money. I did not realize I needed to call all of my vendors and let them know what had taken place. This was my first ( and hopefully last ) time to experience fraud and I was following the lead of the fraud team. I also started a new job and was training XXXX hours per day -- so I had to make calls to the bank when I had a XXXX minute break here or there, which was often not enough time to get to the right person. Luckily XXXX gave me their direct line. Over the course of the next few months I moved to XXXX and had to focus on urgent matters like finding an apartment, etc. I believe infinity was the first vendor to call me, and then I realized that all of my auto-payments were not going through because of the new account number. I paid up registered my new number in the few breaks I had or after XXXX or on the weekends, but by then the damage had been done to my credit. In the last few months I have been working with a fantastic Attorney, XXXX XXXX who is helping to inform the bureaus of what happened. In the process I have repeatedly called Bank Of America to get information about the fraud, the dates, anything -- any information they can give me. I have spent between XXXX hours on the phone with BofA and it's hard to put into words the ineptness of their system. I manage relationships for a living and am communicative and patient, however this goes beyond what anyone would deem acceptable. Representatives transfer me around, I end up explaining the situation multiple times, fraud transfers me out of fraud and then someone else transfers me back to fraud -- this goes on for hours. Sometimes they can see the fraud case and I ask for any information to be sent to me in letter form -- why the account was closed, etc -- twice I have been hopeful as the person on the other end seemed to understand and request the information I need -- it will be there in XXXX weeks. XXXX weeks goes by and nothing. This has happened over and over. I have been disconnected 4 times. I want to give up -- but this XXXX XXXX is affecting my ability to get good interest rates. I can not wait to leave Bank of America! You have to know about this lack of efficiency and just complete waste of time they put me through -- I was able to get the dates and amounts out of XXXX person -- which is how I could include it in this form -- but I still have no proper information needed for the credit bureaus! The account number and address are both old, but they are able to find them in the system.

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