Consumer complaint received 2023-10-31
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
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/23 ( according to my bank statement ), someone withdrew {$2000.00} then withdraw another {$1300.00} from my Bank of America Checking Account at a GAS STATION for a total of {$3300.00}. As soon as we realized the money was gone ( the same day ), my husband reported the fraudulent transaction ( THEFT ) to Bank of America. Bank of America claimed that they would conduct an investigation and advised us to remove the remaining money in the account so that the thief could not have access to it. 

In accordance with Bank of America 's instructions, my husband promptly went to a Bank of America ATM and withdrew {$1000.00} ( approximately what we had left in the account after the fraudulent transaction ). We waited for Bank of America to verify and refund the money. However, instead of refunding us the money from the fraudulent transaction that they allowed, Bank of America advised that they could not " find anything '' and so could not issue a refund. They did this instead of addressing our complaint that THEY, " Bank of America '' were GROSSLY NEGLIGENT for allowing a {$3300.00} -NON-CARD WITHDRWAL AT A GAS STATION and therefore should refund us the money. They told us that we should try to make the complaint with Bank of America to see if a second investigation would cause them to " find something '' warranting a refund. We subsequently submitted several complaints to Bank of America-all of which were terminated without Bank of America refunding us our money or taking any responsibility for their negligence. 

After a series of denied fraud complaints, I went to the Bank of America branch in XXXX Florida and met the branch manager. she told also told me that Bank of America could not " find anything '' and also that there was no one from which to get the refund ( EVEN THOUGH THE MONEY WAS CLEARLY TAKEN AT A GAS STATION ) so Bank of America could not refund the money that Bank of America allowed someone to take from our account at a gas station. 

Lastly, it should be noted, that neither my husband nor I, have any history whatsoever of buying gas or spending in excess of {$100.00} at a gas station and so under no circumstance could it have been reasonable for Bank of America to believe that we were suddenly pumping {$3300.00} worth of gas.. Yet-Bank of America never contacted me nor my husband during or after the fraudulent transactions! It should also be noted that we never lost or misplaced our bank of America debit cards. It should be also noted that the transactions of {$2000.00} then {$1300.00} were two separate Non-card transactions and Bank of America authorized BOTH!. To date, Bank of America has failed to refund our money. We are two HARD WORKING people-just trying to make life. Perhaps to others, this may not be a big transaction, but for us-this loss caused by Bank of America , has caused devastating financial loss and problems.

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