Consumer complaint received 2021-12-07
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA
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:
My claim was an Unauthorized Transaction taken part of XXXX XXXX XXXX or XXXX XXXX XXXX After receiving help and the fraud/customer care agency from XXXX XXXX, someone had taken my identity and used my credentials to verify an account under my name and card to make a transaction on the XXXX XXXX service. To my extent this was a very frustrating moment for me because I had to first contact XXXX to resolve the case under my Identity to fix and not only remove the transactions under my name but to form a recase settlement of documentation for my new Identity form. Also, this was very time consuming for me because this takes a process to renew from XXXX side. Then I contacted Bank of America to reopen this claim because XXXX XXXX had suspected an Internal alert that I had personally signed up for XXXX XXXX to make this transaction. I had to then contact XXXX XXXX fraud agency about this case, and they had received additional information about personal use of using XXXX XXXX which they did not detect my personal usage of XXXX XXXX at all. My claim was closed because of this. I had to call back Bank of America about my claim to reopen it. One of the customer service representatives Opened another NEW claim under the old claim that I had faxed the supporting documents to back up my claim on the claim he closed. This was such an Intruding and a horrible process for me and at this point I was fed up with some of the Bank of Americas representatives to help me. Bank of America claim services was supposed to call me about my claim being reopened, which they had not. I then had to now call Bank of Americas claim services again and one of the customer service representatives filed a complaint because she also agreed that the first representative, I talked to, closed the claim and opened a new claim which he was NOT supposed to do. Also, on top of that Bank of Americas mobile app did not even alert me for this fraud/unauthorized transaction that was made when my alerts for anything and everything are always on. Another problem was a representative gave me the wrong fax number which was incorrect and took days to fax it in to now I have to RE-FAX the supporting documents to my claim. After fighting for this claim I now want to proceed with opening this claim which was supposed to be given to me stated by a representative if I sent in the fax documents to reopen my claim so I receive the temporary credit/ money that was fraudulently stolen from me, or this will be an ongoing case with civil action if not taken into place. Also one of the representatives said that my temporary credit/money that was fraudulently stolen from me would be in my account in 2-3 business days, well a week pass by and it is not in the account. 2 of the representatives said this to me. This is such a ongoing case with so many complaints from representatives waisting my time not even providing me with anything also some were rude. The reason why I can not get my claim reopened stated by one of the representatives, she stated '' we believe your case is invalid and we also believe that this was a " authorized '' transaction from my end. My frustration was at its peak. I even provided documents from XXXX XXXX and XXXX stated with specific proof that someone did in fact steal my card and identity and Bank of America decides to keep closing my claim so i do not receive my money back. The claim services from bank of america was 0/10 and it is the worst with representatives filing complaints after complaints when nothing is being done. Also today XX/XX/XXXX I check the status under the claim and it has not even been open yet!!!!!!! all of this time waisted .... for nothing... I would please want help documenting to bank of america so they can once and for all open my claim and give me the money that was stolen from me. This case has been going on since XXXX the XXXX. The claim number is XXXX. All of the representatives did not help me and one of them even said the money would be in my account the next day but wasnt. Lied

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