Consumer complaint received 2023-02-11
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
Money had been taken out from my account for XXXX days without my authorization or knowledge. Starting from XXXX to XXXX, ( XX/XX/XXXX -- XX/XX/XXXX ) These transactions all happened in XXXX locations in XXXX XXXX and XXXX XXXX. This is how they showed up in my bank statement : XXXX XX/XX/XXXX PURCHASE XXXX XXXX TX and XXXX XXXX # XXXX XX/XX/XXXX PURCHASE XXXX XXXX TX  Every 2 days or same day, they would take from {$100.00} to {$400.00} dollars out. 

In total someone stole {$7500.00} from my bank account, {$990.00} in XXXX XXXX, Tx. And {$6500.00} in XXXX XXXX, Tx. 

I only realized this fraud was happening because I noticed money was being spent too fast and started looking deeper at the transaction names. Since my card was used for several transactions, I thought it all just accumulated but the fraudulent transactions were blended in with the authorized transactions. As soon as I noticed the fraud transactions spanning for 2 and a half months, I immediately contacted my Banks Fraud Department through phone and told them about it happening, they then started an investigation and told me they would contact me about their findings. 

The bank never contacted me once to give additional information to help with their investigation, they did refund me the money temporarily since I had bills to pay, but after their investigation was resolved, they removed a large portion of the money I had back. This is what their findings were : " We've completed our review of the transactions you're disputing. Our research included the information you provided with your claim, your account history, the monthly account statements we sent you and if available, information from the merchant, such as a signed receipt or contract.

We're happy to tell you that your account was credited a total of {$1500.00}.

Unfortunately, we determined there wasn't an error on the following transaction ( s ) totaling {$4900.00}.

We made this decision because : The following charge ( s ) was authorized by you or made by someone who has permission to use the card or account.

The credit ( s ) for {$4900.00} that was applied to your account will be removed on XX/XX/XXXX, along with any credit ( s ) for fees related to this claim.

What's next If your claim includes other disputed charges, we'll let you know when they're resolved. You'll see the adjustment ( s ) on your monthly statement.

For updates on your claim If you'd like copies of the documents we used to make this decision, please call us at XXXX, Monday through Friday, from XXXX XXXX XXXX XXXX XXXX. XXXX. Please have your claim number when you call. 

Thank you for your patience during our review. '' Those transactions were fraud, they were not made my me or someone I know, It is infuriating that they take money that I worked hard for and not return the full amount. 

After contacting the bank to get additional information about their decision, they claimed, because I did not act in urgency and logging into the bank account to see transactions, they believe I was aware of the transactions. I did not see them because they blended in with authorized transactions. 

Throughout these dates my bank only contacted me once about a possible fraud transaction on Saturday XX/XX/XXXX - XXXXXXXX XXXX  and it was only for a {$1.00} dollar charge. 

The location I live at, is in XXXX Texas, these transactions were happening in XXXX XXXX, I have never been to XXXX XXXX in the last 6 years so I don't know anyone there. I also do not share my bank information with anyone. 

I would really appreciate if I could get the remainder of the money that was taken from me without my authorization. I can provide additional information if needed. 

Thank you.

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