Consumer complaint received 2024-06-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NV

Complaint narrative:
On XX/XX/year>, while I was at my residence in XXXX, Nevada, I received an alert from my Bank of America ( BOA ) app that my checking account balance was withdrawn and dropped below {$100.00}. I immediately checked my account balance and noticed that {$2300.00} was withdrawn from my account ending in xxxx ( consisting of XXXX withdrawals of {$2000.00} and XXXX dollars ) Afterward, I also noticed that {$2000.00} was withdrawn from my sons account ( link to my account ) ending in xxxx. I immediately called Bank of America ( had to call twice since I did not notice the withdrawal from my other account ) and reported to them an hour after learning about the withdrawal that I had not authorized. I also visited the Bank of America XXXX at XXXX XXXX XXXX XXXX XXXX, XXXX, NV, XXXX, and reported the fraudulent transaction to an associate named XXXX an hour or XXXX after receiving the alert. The associate checked my account and gave instructions to call the BOA hotline again, set a freeze of my account and that I needed to open a new account. I left the branch and closely monitored my account for the next few days ( and weeks ). I learned afterward from the BOA hotline fraud division that the withdrawals were done in XXXX locations in Florida ( XXXX XXXX XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XXXX XXXX  ). I have never been in these locations in all my life and that includes every member of my family. The bank then gave me a provisional return of my funds. Then on XX/XX/year>, the bank sent me an email stating that since my card was used and the PIN was used, they couldn't honor my dispute. I still don't know how these transactions were done since I still have my card and never lost it, and nobody else knows my PIN except for my wife, ( who just had XXXX for XXXX XXXX ). I have receipts and certificates from my wife 's doctor 's office stating that I was in Nevada during this time. I work as a correction nurse in XXXX XXXX XXXX XXXX for the state of Nevada ( under the Department XXXX XXXX and XXXX XXXX ) and worked on XX/XX/year> ( the day after the incident ). My XXXX camera recorded me and my wife present in my residence in XXXX, Nevada, for the whole month of XXXX and XX/XX/year> ( especially XX/XX/XXXX, XXXX, and XXXX, 2024 ), and these recordings are available. XXXX including selected screenshots of me, my wife, and my son, that were taken on XX/XX/year>. My son is a college student at XXXX and employed at a local tea establishment. The recordings were taken from my XXXX  camera at my residence at XXXX Nevada. The video recordings are more extensive, and I have them on record on my XXXX  account. All of the recordings are available to law enforcement authorities ( police/FBI ) and to your investigators. On the day of the incident, I had receipts under my name which I have attached to these complains. On XX/XX/year> ( the date of the incident ) I have on record that I made a withdrawal of {$300.00} over the counter with the teller, and I also signed my name during the transaction from a local cooperative bank  ( XXXX XXXX XXXX XXXX ) here in XXXX, Nevada, where Im a member ( I included the receipts in this complaint ). I included the receipts in these documents, including my XXXX of Nevada timesheet, where I worked on XX/XX/year>. My family did not leave Nevada and authorized these transactions. My family lost a total of {$4300.00} from that fraudulent withdrawal. I placed a freeze on all my credit ( through the credit bureau ) and attached the freeze report from XXXX. I also submitted a police report to the XXXX Police Department, and waiting for the accepted/approved report.

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