Consumer complaint received 2021-08-16
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Bank of America failed to investigate : XXXX # XXXX {$130.00} XXXX # XXXX {$150.00} XXXX # XXXX {$150.00} Bank of America failed to provide documentation for investigating my claims and failed to verify the transactions. 
Bank of America reported a negative balance to 2 credit reporting agencies and indicated account abuse without providing documentation to substantiate account abuse or negative balance. 
Bank of America failed to provide a breakdown to substantiate their claim of a negative account balance. 
Bank of America failed to provide policy for force closing accounts due to a negative balance. 
Bank of America failed to communicate with me to discuss these issues and has ignored my numerous calls and voicemails for someone to return my phone calls. 
Bank of America failed to verify paperwork from merchant that did not verify my 3 claims. 
Bank of America caused the negative balance by not properly investigating my 3 claims. 
Bank of America falsely accused me of account abuse and retaliated against me for wanting verification for their investigations into my claims. 
My account statements showed these 3 transactions occurred on XX/XX/2020 when we were not at the hotel. The manager for the hotel never provided any receipts to validate these 3 charges to my account. No paperwork verifying the 3 charges and no paperwork verifying these transactions on XX/XX/2020. 
I ask Bank of America to provide documentation that shows the 3 charges made on XX/XX/2020 and hotel XXXX  for these 3 transactions on XX/XX/2020 verifying these charges. Bank of America refused to provide any creditable verification for these 3 transactions or a breakdown for the negative balance. Instead they chose to ignore my requests because they could not verify these charges but yet ruled in favor of the merchant for these charges. 
My account documentation all show these 3 unauthorized charges occurred on XX/XX/2020. The hotel indicated we received services on XX/XX/2020. And that is why these 3 charges occurred. However, the merchant failed to provide any documentation that verified the 3 transaction on XX/XX/2020. Bank of America failed to verify the merchants documentation and gave a statement that we received services on XX/XX/2020. Bank of America is and has refused to accept documentation from me that shows we were not at the hotel on XX/XX/2020 and documentation provided from the merchant that states we were not at the hotel on XX/XX/2020 which conflicts with bank of Americas statement that we received services on XX/XX/2020. Bank of America did not provide timely notifications by mail and blocked me from from viewing any documentation within my account on mobile and made all documentation only viewable by desktop knowing I did not own a desktop computer. I signed up and opened a mobile checking account but was not able to use my mobile device. So documentation was not available to me! Bank of Americas policy is that if a merchant provides unsatisfactory documentation towards your claim that does not verify a valid transaction by the merchant then the claim amount is returned to the consumer and in my case the 3 unauthorized claims were never verified and the paperwork did not verify the transaction so this was considered unsatisfactory documentation and the claim amounts should of been returned to me. Bank of America was aware of this but didnt bother to verify the merchants documentation and ignored me when I brought this to their attention. Bank of America refused all of my requests for documentation showing and verifying these unauthorized transactions and ignored my voicemails requesting documentation. Bank of America refused and ignored my request for policy procedures on closing accounts and how long a negative account stays negative before it gets officially closed and have only used the statement of an extended period of time. Account documentation was intentionally withheld from me and my account was forced closed while some of these claims were still active and being investigated so that I could not obtain account documentation to use against Bank of America

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