Consumer complaint received 2020-03-05 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: TX

Complaint narrative:
XX/XX/XXXX To whom it may concern, I am writing this complaint regarding my current bank, Bank of America. Have been with this bank for over 6 years and have never experienced anything like my current situation. Debit card has always been in my possession when these incidents started happening and each of the 4 incidents have been reported to the bank right away. I check my account on a daily so I always informed the bank within the 24hour period. 

Incidents started happening in XX/XX/XXXX with the first one being a total of {$300.00} & {$150.00} transfer through the cash app as it appeared on my account. I called the claim center and filed a claim as this was NOT an authorized transaction and my cash app during that time showed NO history of any transfer since XX/XX/XXXX. Bank opened a claim and credited my account while they investigated the incident. They replaced my debit card and sent me a new one. 

So its XX/XX/XXXX and ANOTHER transfer via cash app happens, this time for {$88.00}. Again, this was not my transfer and was not an authorized transaction. I called the bank right away and they opened another claim for me. They also replaced my debit card once again. I contacted XXXX XXXX and they only have an automated answering system so there is no way to actually speak to any representative. At this point I deactivated the entire cash app account. The bank also credited my account with this money while they further investigated. Representative also informed me that they could place a block for no further transfers to happen through this app. 

XX/XX/XXXX comes and ANOTHER transfer via cash app appears on my account. I NO LONGER have cash app and I also question the block the bank placed. It doesnt make sense by this point. I even questioned them about my entire account being compromised but they informed me that these transfers were happening with my actual debit card number. Which again, have been in my possession every single time this happened. This time it appears that a cash app payment has been received for {$10.00} and ANOTHER unauthorized payment was sent out to a name under XXXX XXXX for {$10.00}. So I call the claim center again. Just for them to replace my debit card again and open another claim. They also credited my account for the {$10.00} that had been transferred out. 

I received letters with each claim from the bank informing me that they have completed their research. First two letters stated the credits that were giving to me would be removed on XX/XX/XXXX. Basically, stating that their records showed the activity for the first claim of a total of {$450.00} were authorized transactions according to them. Same applied to the second claim of {$88.00}. However, they considered the {$10.00} claim, last transfer as resolved and stated in that letter that this credit would be permanent. It doesnt make sense for the first two bigger transfers to be considered as non-fraudulent but the {$10.00} was? When they were all reported right away and claims were opened right away. I called the claim center after receiving these letters and the lady stated that she would escalate the claims to open up the investigation again and that those funds would NOT be removed today. However, they were. Bank of America removed the funds of {$300.00}, {$150.00}, {$88.00} on XX/XX/XXXX. Totaling {$530.00}. I am considering this stolen money as those transfers were NOT done by me and I took action every single time just for it to happen 3x. 

I called the claim center one more time today to question the removal of these unauthorized funds and about the escalation process. The gentleman I spoke to stated that the escalation of the claims wasnt going to do much and that the funds HAD TO be removed. He also stated that the only thing left for me to do was to now write a written statement and add my claim numbers for them to further investigate. To fax them over to XXXX. I will be sending this over through fax as soon as tomorrow but I also wanted to take further action and write this letter to you. 

I feel extremely frustrated because my account seems to not be protected even after numerous amounts of calls trying to find a solution to this issue. What if it happens again? What will the explanation be to that? It cant possibly be another debit card replacement as that hasnt been able to work. On top of that, they have removed over {$500.00} from my account. Which I am unsure I will even recover. I even contemplated closing my entire account, which I am unable to do so at this time because I am currently under an approved home loan and cant take any major movement with my checking account. 

Underneath you will find the claim numbers along with the amount of each claim. I will also be opening a police report regarding this situation since I am more nervous about my entire bank account being compromised somehow for this to have happened several times. I also feel that the bank is failing to protect my account and funds and now I am over {$500.00} short. 

I would GREATLY appreciate any kind of response to my letter and really hope to receive help to finding a solution to this persistent problem. 

Thank you, XXXX XXXX Claim # 1- XXXX Amount Total {$450.00} Claim # 2- XXXX Amount Total {$88.00} Claim # 3- XXXX Amount Total {$10.00}

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