Consumer complaint received 2019-11-08
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:
On XX/XX/XXXX I received an email from Bank of America of a debit card transaction for {$2300.00} at XXXX XXXX. I received that email at XXXX XX/XX/XXXX. Immediately I went on my Bank of America app and locked my debit card. I received an email from Bank of America at XXXX confirming my card was locked while I was on hold with the Bank of America fraud department. Once I finally got someone on the phone I told him I did not make that transaction and it's weird it got approved. Anytime I've ever made a big purchase my card ALWAYS gets declined and I get a text message to call Bank of America to approve the transaction. When I bought a LV purse and wallet online it was declined I want to say 3-4 times for the same transaction and each time I had to call my bank and the XXXX XXXX store. When I tried to buy XXXX XXXX in XXXX my card got declined twice and had to call my bank. So how did a {$2300.00} transaction just get approved with no consent? The fraud specialist said he did not know but would put that claim notes and would have to cancel my debit card. He said it could take up to 90 days till they reach a verdict on giving me my money back. Earlier this week I called Bank of America fraud department to follow up on my case and they said XX/XX/XXXX I should receive a " temporary credit '' of {$2300.00} until they get feedback from the merchant. I have even tried to call XXXX XXXX and they would not give me information about the transaction and says my bank will have to contact them. Then today I get a email from Bank of America denying my claim. So I called Bank of America asking why the claim has been denied they say it just seems suspicious the claim happened on the same day I got paid. I'm not sure why that matters and I asked them have they got any feedback from XXXX XXXX they have not but decided to deny my claim anyway. I call back today and ask for documents on why they came to this decision and I need this for the police report I'm filing today and they decide to reopen my claim but I will not receive a " temporary credit '' of {$2300.00} on XX/XX/XXXX. After I filed the police report and gave them copies of my bank statement, emails of everything I have regarding the claim I go to the Bank of America local branch and have the police report faxed to their fraud department. A few hours later I call the fraud department again and ask if they received the fax. He says it may take serval days for the fax to attach to my claim so I asked him if he can put in the notes the Police report case number and reporting officer. He jotted my information down and says it may take 45 days for them to reach a decision. I feel like I'm just getting the run around about this, Allegnt Travel I looked it up and it is an airline company. How hard is it to call them and find out who booked plane tickets using my debit card number? This has put me in a tremendous bind and I'm scared to even put money in my account to cover my bills this month because I'm worried of this occurring again and Bank of America will be no help. Being a 12 year customer with Bank of America I don't feel like this acceptable at all. I called and locked my card soon as I was notified of the transaction within 7 mins of receiving the email I don't understand why they are dragging their feet on getting this resolved.

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