Consumer complaint received 2022-11-16
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WA
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:
I have been a customer with Bank of America for about a year now with my checking and savings account with them. My checking account is a business account. Towards the end of XXXX beginning of XXXX My card declined and kept declining. When I finally checked the account I noticed transactions that were not authorized by me and being that this is a account that is not my primary business checking account I decided that I should come through all the transactions from this account because the transactions that I had seen were often in frequent and there were multiple. As I looked through my transaction list there were Dozens of transactions made by a XXXX on XXXX XXXX XXXX XXXX XXXX On XX/XX/XXXX I filed a police report because it was apparent that I was a victim of fraud and identity theft. I also filed a complaint with identity theft.com and Bank of America to dispute the transactions. All of the transactions dated all the way back to XXXX of this year. after 60 days, Bank of America denied my claim because they said that I was making these transactions myself and I had benefited from the merchant. I asked them to re-open the case because that was not at all true and explain to them that someone has stolen my identity and fraudulently been in and out of my account making transactions. I have even advised that the login information that was being used between XXXX and no was not the same login I use so this had to of been someone else. In XXXX I spoke with XXXX a supervisor at Bank of America who advised me that my re-opened dispute case would be resolved on XX/XX/2022 as long as the merchant hadnt sent in anything proving that I was benefiting from these transactions. Today XX/XX/2022 I called Bank of America and they advised me That once again my claim has been denied. Although I sent in everything that they asked me to. the funds that were taken out of my account by who ever this person is on XXXX XXXX were taking fraudulently and I feel as if Bank of America has not held their end of investigating the issue properly and doing right by me their customer in this situation Ive been waiting for 100 or so days just for them to deny me again when Ive done everything that they have asked me to. Then when I ask them to close my account because I no longer want to be a customer of a bank thats not going to protect me they declined because my account is in the negative due to their taking money out of my account from my dispute. So now I am unsure of what to do because this is my business account and the funds that were stolen were for my business and I feel very violated and unprotected Bank of America did not do what they said they would do and notify me every time something was looked suspicious. They allowed this merchant to take close to {$16000.00} out of my account and wont show proof of it anything the merchant has sent them to justify them taking this money. I feel robbed and violated. I do not recommend Bank of America at all for your business accounts they are sloppy and they dont handle customer claims well at all.

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