Consumer complaint received 2023-06-10
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
On XX/XX/XXXX, I checked my account balance and did not realize that charges were made. I did notice the balance of about {$1200.00} at the time and placed myself on a budget, so that I was able to pay rent for XXXX. Since I placed myself on a budget and made very small purchases, usually for important items such as gas and items for the grocery store, I did not check my balance until the last week of XXXX to see if I was on budget to purchase food during my break at work. When I checked my balance, there was about {$200.00} in my checking. I immediately locked the card and called customer service. At the time, I did not realize how far back purchases to XXXX were being made fraudulently. I have purchased from XXXX in the past, however not during XXXX due to my budget. When the original customer service representative made the claim, she placed it for an entire year totaling {$2900.00}. I asked her to remove those additional claims of XXXX transactions and she did. However, when she was submitting, she said it still said XXXX transactions but it was ok and it would show up correctly later. I had to call back a day later and ask again to have those additional transactions removed and that the first transaction that was placed fraudulently began XX/XX/XXXX with XXXX charges to XXXX in XXXX day and to continue throughout the month. I asked for an escalation credit which I never got an update on until I called days later. The associate told me that I would be receiving my credit in a couple of hours, and it never came. I called on XXXX and the new associate told me it was misinformation and she would resubmit for the escalation credit and said it usually receives an answer the same day and to call back later that day to get an answer. I called back later and the new associate told me it was misinformation and that was the wrong credit that was submitted and it was supposed to be a hardship credit and that he would submit it. The next day I called and spoke with a supervisor who told me the associates misinformed me there could be only XXXX escalation credit submitted per claim which was denied but I should hear a decision or a credit by XX/XX/XXXX. I called today XX/XX/XXXX after realizing that a decision was made this morning that my claimed was denied entirely and I would not get my money back due to lack of evidence of fraud The researchers never contacted the merchant, they never asked to see my XXXX account to confirm no charges were made, and they did not confirm where the XXXX orders were made. Also, I should have received notices of fraudulent activity on my card when {$1700.00} was spent on XXXX but I did not. When I spoke to the supervisor all she could offer me was to open my case for review that could take XXXX days ( with no promise of getting my money ) and with no possibility of escalation credit. I am a single mother with rent that is past due because of this situation and Bank of America did not do there due diligence in helping with the claim and investigating although I have had an account with them for over 8 years with no suspicious activity on my account so I am confused as to why Bank of America would feel I need to lie on my claim regarding {$1700.00} worth of XXXX claims in a month when my deposits from my paycheck are substantially lower than that. I will be withdrawing my money, closing my account and relocating to another bank.

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