Consumer complaint received 2022-09-16
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CT
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:
XX/XX/XXXX, XXXX Filed with Bank of America Claim XXXX XXXX Denied XX/XX/XXXX. 
The claim was reopened and denied. This time, an additional {$150.00} was included. So the total amount showing denied is a total of {$320.00}. I'm not sure why the additional funds were included. The response that I received is, " The charge was authorized by you or made by someone who has permission to use the card or account. '' I immediately alerted Bank of America of the fraud as it was occurring. There are no other authorized users on my account. I'm filing another CFPB claim because the amount has increased and the response to the initial research was unsatisfactory. 


Account charged {$160.00} On XX/XX/XXXX, my debit card number was compromised. As I was about to enter a store, I received an alert on my phone that a charge was denied because the zip code was incorrect. I immediately checked my account and noticed that there were other charges that I did not make that morning. I immediately called Bank of America and told them what was happening. As I was on the phone with the representative, we saw additional charges coming through. She was able to stop them at the time it happened. She reversed the other charges and opened a claim. In the next few days, a box was delivered to my home. I didn't order any of these items. I would get periodic messages from Bank of America saying that there was an update to my claims, and to view in the message center. There are no detailed messages in the message center, which is difficult to locate and access. I was checking my account today, XX/XX/XXXX, and noticed that my account was debited for {$160.00} and there was a claim attached to the debit. I clicked on the note and saw that the credit was reversed. The message center said that the claim was denied with no additional details. I call in and they said that the merchant was able to provide my name and address from my account and that the vitamins were delivered to me. They were, but I did not order them, nor have I opened the box or used them. Bank of America asked me if I contacted the merchant ( XXXX  ). I said, for what? I didn't order the vitamins and I have no dealings with this merchant. It's very obvious that someone was using my debit card and trying to make sure that they had the correct information to continue making purchases. They proceeded to ask me if someone in my house could have purchased it. No one in my home ordered the vitamins or knows anything about the company. The follow-up was for me to FAX a letter explaining what? The same information that I already gave them. I'm filing a complaint because the fraud was obvious and my account is either protected from fraud or it's not. If it's not, then they need to say this and they would need to implement additional safeguards to protect their clients

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