Consumer complaint received 2021-11-23
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: Overcharged for a purchase or transfer you did make with the card

Complaint:
I have a Bank of America XXXX debit card, into which XXXX ( California XXXX XXXX ) deposited moneys owed me by XXXX for my XXXX XXXX claim. I have only used the card for ATM withdrawals. One day I checked my statement and found that a number of store purchases had been made totaling {$720.00}. I reported the fraudulent charges to Bank of America fraud line. They refunded me the full {$720.00} for all of the fraudulent charges. However, they froze my account. 

Today XX/XX/21, I called B of A to request a new card. At this time I had my ATM receipts and a calculator in front of me, and I upon examination of my account statements on the B of A website, compared with my ATM withdrawals, I discovered that {$100.00} was missing from my account. I was able to determine that the {$100.00} disappeared between XX/XX/21 and XX/XX/21, so I called the B of A fraud line again. This time the first person I spoke to saw the discrepancy immediately and transferred me to another individual " who could help you sir ''. This person told me that because they could not see any transaction for {$100.00} that there " ... is nothing I can do to help because I can only correct fraudulent transactions ''. The person they transferred me to, evidently, could not add, because, after some minutes of agreeing with me then disagreeing, finally started raising her voice, interrupting, then yelling at me. I had been on the phone for XXXX minutes and I spoke to XXXX people, all claiming they corrected fraud issues. The last person hung up on me because I called her out for yelling nonsense at me. 

The facts are these : On XX/XX/21 I did a balance inquiry and found that I had {$1200.00}, so I withdrew {$1000.00}, leaving me {$220.00}. The next transaction I made was on XX/XX/21, and that was a balance inquiry, which informed me that my balance was {$110.00}. This means that {$100.00} was taken from my account. I have only used this card to deduct money from ATMs, and there was no withdrawal for {$100.00} nor was there a purchase for that amount. Thus, B of A somehow removed {$100.00} from my account. I meticulously added all of the transactions and sure enough, B of A removed {$100.00} from my account! B of A employees stated that they could not deal with this because although the funds are missing, there is no transaction by which the money was taken, and so finally, they hung up me. After XXXX minutes trying to get the {$100.00} B of A mysteriously lost from my account. 

I will call again tomorrow, however, evidently, B of A fraud employees do not know how to write up monies missing from an account unless the money is missing via a fraudulent transaction. This theft occurred via their software, and they know it, but refused to do anything about it.

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