Consumer complaint received 2023-08-22
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 filed a fraud claim with Bank of America totaling {$11000.00}, since this date, I have been given the run around with no help from the bank, no provisional credit has been given to help me pay for my bills and I have called and complained multiple times with no answers. 
On XX/XX/XXXX, I received a letter from Bank of America stating that no error had occurred on the account and the claim had been closed. 
At this time, I was on vacation so I did not receive this letter until I was back in town. 
On XX/XX/XXXX, I reopened the fraud claim with Bank of America and was told I would get a provisional credit within 10 days. This did not happen. At this time, I also filed a police report with XXXX XXXX XXXX XXXX. Case number XXXX was handed to XXXX XXXX XXXX XXXX XXXX. 
On XX/XX/XXXX, I wrote and submitted a notarized letter to Bank of America with the facts of the case and my witness statement as well as a copy of the police report via fax machine. 
On XX/XX/XXXX, I called Bank of America and asked for an update on when I should be expecting an outcome or my provisional credit to appear. The associate I spoke with told me she could not assist me and told me to go to my local churches for help with bills. This was highly insulting to me and was not an acceptable answer. 
On XX/XX/XXXX, I called the bank back with a friend of mine who is high up in the banking industry and he advised me on some verbiage to use. This did not help and I was again given the run around. 
On XX/XX/XXXX, I still hadn't heard anything so I went to the Bank of America XXXX in XXXX, TX to see if they might be able to help assist me. I had the pleasure of speaking with the manager there, XXXX XXXX, and she called the fraud dept to see if she might be able to get some answers. She was then transferred to existing claims to a XXXX from FL who gave her a hard time in the beginning. XXXX was told that the claim was pending escalation. XXXX had XXXX submit another escalation claim for the provisional credit and said I should hear back within 24-48 hours. 
On XXXX ( today ), I received an email stating my claim had been closed and I had been credited {$81.00}. This was insufficient and unacceptable. I called Bank of America immediately to demand they reopen mt claim and give me the credit that is rightfully mine. XXXX from TX, informed me that the claim had been closed because it had been moved from existing claims to escalation claims and it was still under review. I then asked where my provisional credit was so I can pay my bills and he said he could make a " hardship claim '' and that I should hear something with in XXXX hours. 
Due to regulation E, the client is supposed to heard back from the bank with in 10 business days and I had not. I had not received a letter, email, notification or credit. This behavior from the bank is completely unacceptable and I demand to be given my money back. Bank of America has done nothing but stall, waste my time and keep me in the dark about the facts of the case. I never got an answer as to what proof they had that the charges were or weren't fraudulent when XXXX XXXX said the claims were clearly fraudulent and refunded my money immediately. How is it possible that XXXX bank sees somethin the other doesn't and is giving me such a hard time. This is borderline DISCRIMINATION and I will not stand for it. I will do whatever it takes to get my money back this this bank is keeping from me.

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