Consumer complaint received 2024-01-18
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Prepaid card
Sub-product: Government benefit card
Issue: Problem with a purchase or transfer
Sub-issue: Charged for a purchase or transfer you did not make with the card

Complaint:
I filed a claim with Bank of America for unauthorized transactions. These transactions had names of companies that Ive never heard of from places like XXXX, XXXX and many other places. This was 3 years ago. This claim was denied by the bank stating that I authorized these transactions. They put me on the phone with the rudest person Ive ever dealt with. With this jerk yelling at me, interrupting me every time I speak, I was left speechless. He was absolutely positive that I did indeed authorize or make these transactions. Its ludicrous and insulting to be spoken to like this. I used to work for B of A so I know how these banks operate. Theres so many ways people can have their info stolen and money taken. Ive seen many people fall victim to all sorts of scams including identity theft. I felt there was no other recourse to be taken and was worn out and overwhelmed after having been denied and treated like that so I didnt pursue any further. A month ago, early XXXX I found out that a good friend of mine had also disputed unknown transactions on her account around the same time as I did. They were charges from places like XXXX, XXXX, etc. Very very similar kinds of charges. She received a letter in the mail stating that she is being credited XXXX $ immediately. From her dispute made back in XXXX So I contacted Bank of America to get some information on why theyre treating some customers one way and other another way? Come to find out they had no record of my claim. They had lost the records of my first claim even though they investigated it and denied it? I was speechless, I didnt know what to say but they offered to open claim for me. They also submitted a complaint for having lost the information and records of my first claim. So we did that. After a month I received money back in my account but only from the international transaction fees. Then I get a letter saying my claim was denied. Why did they give me the money back for the transaction fees but not the full transactions? Also I wan na know why my friends claim wasnt denied! She banks with Bank of America. We both disputed pretty much the same kinds of charges. She had hundreds of transactions that were unauthorized! My friend was treated fairly and I was not! Every custmer should receive the same amount of respect and decency. I mean who does the bank represent? The customer or some unknown shady entity overseas? It disgusts me to think about. The main reason I contacted the bank was to file a complaint with CFPB. I contacted the bank and explained that I wanted documents from the claim that was denied back in XXXX. This is when my bank tells me that they do not have a record of any claims under my account. So they then went ahead and submitted the new claim. Which was recently denied. I want equal treatment by this bank! I hope I can get the representation I deserve.

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