Consumer complaint received 2020-11-11
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Credit card or 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:
On XX/XX/XXXX and XXXX XXXX 2020, my debit card issued by the California XXXX XXXX XXXX  branded Bank of America was breached. As a result, two unauthorized withdrawals of cash took place in New York at XXXX, XXXX and XXXX XXXX Auto. These two withdrawals are fraudulent and I never authorized these transactions. The transactions respective amounts were {$1000.00} and the {$950.00}. I never shared my PIN with anyone and always had my card in my possession all the time. I notified Bank of America as soon as I became aware of the fraudulent transactions and I shared these were unauthorized transactions and that I have never been to New York as I am a California resident living in XXXX XXXX. Bank of America acknowledged receipt of my claim with a letter dated XXXX XXXX 2020 and issued a provisional credit for the amount of {$1900.00}. 

On XXXX/XXXX/2020, I received another letter, where Bank of America indicated my account or my claim have been subject to fraud or suspicious activity. Yet, the disputed amount of {$1900.00} was debited instead of being credited on my account. Not only Bank of America reversed their credit ; but they ended up taking the {$1900.00} out of my account leaving me with a negative balance ... 

Since the receipt of the letter dated XXXX/XXXX/2020, I contacted Bank of America at XXXX several and numerous times, Monday through Friday, XXXX XXXX to XXXX XXXX. Eastern. Not only all of my phone calls were unanswered ; but all of my attempts to reach the Dispute Center with my telephone calls were disconnected after long waiting period times. Moreover, I contacted Bank of America at XXXX and was supposedly transferred to the claim department where all of my telephonic calls were either unanswered or disconnected. 
The same with the CA XXXX XXXX XXXX  where all of my calls were unanswered and after long waits disconnected. CA XXXX website is aware of the frauds but directs their customer to call Bank of America ... 

On XX/XX/2020 I sent certified mail letters with the United States Post Services USPS as suggested per the Bank of America terms and conditions to : Bank of America Dispute Resolution Services XXXX. XXXX XXXX XXXX, AZ XXXX Bank of America/Error Resolution XXXX. XXXX  XXXX XXXX, TN XXXX with the following tracking numbers XXXX XXXX One of the letters was received on XX/XX/2020 but instead of XXXX, it was delivered to XXXX XXXX. The second letter was sent to the Dispute Center is still in route per the United States Post Services website. It seems as if Bank of America terms and conditions provide inaccurate and incorrect information/addresses to complete correct and accurate claims. Today is XX/XX/2020 is the XXXX business day and per the Bank of America terms and conditions claims responses are to be received in 10 business days. 

On XXXX XXXX, 2020, I emailed XXXX and wrote about the issue and about the impossibility of reaching their customer service. Bank of America replied and invited me to call the customer services again. 
On XXXX XXXX, 2020, I renewed my ask via email to Bank of America to provide a viable option or solution and of course until today 's date there is no response or a resolution in sight. 

I am writing today as you are my last hope and neither the Californian XXXX XXXX XXXX or Bank of America care enough to provide a resolution to this issue since XXXX 2020.

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