Consumer complaint received 2023-09-21
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
On XXXX XX/XX/2023, I received XXXX Bank of America ( BOA ) alerts ( You've added XXXX XXXX XXXXYour email address was updated ). 

On XXXX XX/XX/2023, because of the BOA Alerts, my wife used her computer to check our BOA transaction history and noticed XXXX fraud transactions ( XXXX XX/XX/2023 XXXX XXXX - XXXX XXXX XXXX BILL Payment XXXX XXXXprocessing XXXX XXXX XXXX XXXX XXXXXXXX BILL PAYMENT Debit {$3800.00} ). 

On XXXX XX/XX/2023, I called BOA to submit a fraud claim for the XXXX XXXX XXXX transactions ( BOA Fraud case # XXXX XXXX ). 

On XXXX XX/XX/2023, my wife and I went to the BOA branch bank in XXXX, Texas on XXXX XXXX to inform them of our fraud claim. The XXXX XXXX helped us open a new BOA checking account, gave us a copy of our old checking account transaction history, with highlighted our XXXX disputed transactions. 

On XXXX or XXXX XX/XX/2023, I received a BOA Research Complete letter stating that they are unable to honor my claim for the following reasons : Our investigation found that the transaction in question was completed using a device that is consistent with previous valid account activity. They now consider this claim closed. 

On XXXX XX/XX/2023, BOA appointment with the Relationship Manager. He called the BOA Fraud Division on my behalf and asked them to reopen my fraud case so that I could provide supporting documents to support my claim. I was told that my case was reopened from XXXX XX/XX/2023 to XXXX XX/XX/2023. 

Between XXXX XXXX XXXX XX/XX/2023, I asked the BOA Relationship Manage to fax the following documents for me to the BOA Fraud Division : XXXX Police Department Call for Service Sheet. 
XXXX XXXX XXXX ( my wife ) XXXX information. 
My ( XXXX XXXX XXXX ) XXXX ( computer ) I.P. address. 
BOA history on my wife 's computer from XXXX XX/XX/2023 to XXXX XX/XX/2023. 
My XXXX XXXX XXXX XXXX Usage details from XXXX XX/XX/2023 to XXXX XX/XX/2023. 

On XXXX XX/XX/2023, the BOA Relationship Manage faxed the following documents for me to the BOA Fraud Division : Screenshot copy of BOA Alert " You've added XXXX XXXX XXXX. 
Screenshot copy of BOA Alert " Your email address was updated ''. 
Screenshot copy of my XXXXXXXX XXXX  BOA Apps " My Contact Info ''. This showed that someone had changed my primary email address without my permission. 

On XXXX XX/XX/2023, my wife went on her computer to pay some of our monthly bills through BOA 's Pay Bill, using our new BOA checking account. She had to turn on the Pay Bill for our new account. After she activated our Pay Bill she found that in our new Default Group " XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX '' was present. She told me that this XXXX XXXX XXXX XXXX XXXX XXXX  wasn't in our old account Default Group last month, on XXXX XX/XX/2023, when she last paid our monthly bills. My wife deleted it from our Pay Bill 's Default Group. 

On XXXX XX/XX/2023, I received by mail a BOA Research Complete Letter stating that BOA can't approve my claim and that this claim is now closed. 

On XXXX XX/XX/2023, the BOA Relationship Manage to fax my screenshot copy of our New Pay Bill Default Group and statement to the BOA Fraud Division. 

On XXXX XX/XX/2023, I called BOA Fraud Division at XXXX to check on my fraud case # XXXX and was told they had received my faxed documents but have not been able to continue my case investigation because of their backlog. 

On XXXX XX/XX/2023, I called BOA Fraud Division at XXXX about my case status. After answering a few questions this lady told me that my case XXXX claim was only for {$4000.00} and not the {$7800.00} as I claimed. She submitted a XXXX fraud claim for my other debated transaction of {$3800.00}. My XXXX case # is XXXX. This lady told me she could not find anything showing my case was reopened. I was told that my new investigation could take up to XXXX working days. 

On XXXX XX/XX/2023, I received a secured email from BOA stating that my claim # XXXX research was complete and they can't honor my claim, and they now consider this claim closed.

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