Consumer complaint received 2024-01-19
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: SD
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with cash advances

Complaint:
Summary of Bank of America Credit Card XXXX XXXX XXXX ) Claim XXXX {$9000.00} Claim Denied on XXXX XXXX and XX/XX/2023 XXXX ) Claim XXXX XXXX {$10000.00} Claim Initially Denied on XX/XX/2023 and subsequently approved and resolved in my favor I have been a customer of Bank of America XXXX BOA ) for 36 years with XXXX credit cards and a checking account. On XX/XX/2023 BOA informed me that they had transferred {$10000.00} from XXXX credit card and {$9000.00} from the other one to a XXXX XXXX account. I immediately called BOA to inform them that I had not authorized the transactions and that I did not own a XXXX XXXX account. They opened XXXX separate investigations, XXXX for each credit card. 

On XX/XX/2023 BOA sent me a notification stating that they were unable to pay my {$9000.00} claim due to their assertion that The charge was made by you or made you or made by someone who has permission to use the card or account. 

On XXXX XXXX BOA sent a similar notification that they also were unable to approve my {$10000.00} claim because We confirmed that the charge on your account on your card either covered an overdraft on your linked deposit account as part of your XXXX XXXX for overdraft protection or was a balance that went directly into an account in your name. 

Upon receipt of the denial letters, I called BOA called again to dispute their contention that the transfers were authorized by me or someone who has permission to use the cards or that the balance went directly into an account in my name. I also called XXXX XXXX and they confirmed that I have no accounts with them. XXXX XXXX stated that they could not trace what account that the funds went into based only on the last XXXX digits of the account. Only BOA knows the full account number that they transferred the funds into. It is not an account that belongs to me. 

I suggested to BOA that theywork with XXXX XXXX to track the funds. BOA agreed to reopen the investigations. On XX/XX/2023 BOA sent me a letter stating my {$10000.00} claim was resolved in my favor. The {$10000.00} has been restored to my account. Another BOA letter sent on the same day stated that BOA was unable to approve the {$9000.00} claim. The reason for BOAs position was unchanged which stated The charge was made by you or made you or made by someone who has permission to use the card or account. 

I called BOA Claims Resolution to appeal the {$9000.00} denial. They agreed to re-open the investigation but have done nothing further. The investigation has apparently been put into hibernation. I have had XXXX to XXXX phone calls to BOA Claims Department staff. I have been consistently informed that BOA has no explanation or documentation that supports the claim denial that they are willing and able to share. I was informed by BOA claim staff that they do not know why the {$10000.00} claim was resolved in my favor and the {$9000.00} claims was denied. Neither do I. 

XXXX XXXX

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