Consumer complaint received 2020-12-30
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NV
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
On XX/XX/2020 I contacted Bank of America by way of telephone to indicate the dispute for 11 unauthorized transactions that posted in my account between XX/XX/XXXX and XX/XX/2020. I reported the transactions to the bank as soon as I noticed those transaction, as XXXX mentioned in the letter, I tried to sign in multiple times in my Bank of America prepaid card website, but I was unable to see the activity showing all those 11 transactions. 
I tried to contact Bank of America several times, but the Claims Department was impossible to reach since the high call volume, I was on the line for more than 3 hours which did not allow me to speak with a representative in the fraud department before XX/XX/2020 to report the fraudulent activity on my account. 

On XX/XX/2020 my account was blocked as many other accounts been blocked to a Bank of America in violation of XXXX Authority and purpose regulation issue by the Burau of Consumer Financial Protection. I contacted Bank of America about the closure of my account and about the dispute, I was informed that Nevada Unemployment closed my account, closed my claim and pulled the disputes credits and closed. After that every time I contacted Bank of America agents lied to me.. I contacted Bank of America about the closure of my account, about the dispute and the credit reversed and I was informed that Nevada Unemployment closed my account, closed my claim and pulled the disputes credits and closed. After that every time I contacted Bank of America agents lied to me. Bank of Americas agent said that they dont have any information of why Nevada Unemployment reversed those credit, Bank of America reversed the credit with Nevada Unemployment Insurs name in the transaction reversing the credits as you can see in my attachments to use the excuse that they are not responsible. 

XX/XX/2020 my account was reopened and remained restricted un until last week of XXXX when all the negative balance was covered, when the negative balance was covered in full my account was unrestricted again. But I also got a letter in XX/XX/2020 from Bank of America that XXXX did not include in her correspondence saying the claim XXXX was closed because Bank of America believe the account or the claim has been subject of fraud or suspicious activity and any temporary credit that was applied to my account related to the claim including any related reimbursement of fees was debited from my account and will reflect in my account balance, if any see the portion of the mentioned letter XXXX in her letter says that on XX/XX/2020, the claim was reviewed and denied, not true, on XX/XX/2020 my account was reopened and remained restricted un until last week of XXXX when all the negative balance was covered, when the negative balance was covered in full my account was unrestricted again. But I also got a letter in XX/XX/2020 from Bank of America that XXXX did not include in her correspondence saying the claim XXXX was closed because Bank of America believe the account or the claim has been subject of fraud or suspicious activity and any temporary credit that was applied to my account related to the claim including any related reimbursement of fees was debited from my account and will reflect in my account balance, if any see the portion of the mentioned letter I called Bank of America disputes department from a different number that the one I have in my profile with Bank of America because I noticed that all the time, I tried to call them, they werent available but when I called from a different number, I was able to get an agent on the phone, Bank of America blocked my number and probably the number of the other thousands of clients affected with the same issue or similar issues. 

At the end my claim was denied without them investigating and refusing to provide proof of the false allegations. 

I requested Bank of America to provide me all the documents, photos and videos that they used to get to the final fake resolution of my claim and the letter that the sent to me that I am going to attach in the supporting documentation to this complaint, but they did not provide anything as of today. 

Also there is Thousands of persons with the same issue I have they are going in order doing the same thing to every single person, there is a group in XXXX where people explain their experience and everything is the same, also the news are denouncing Bank of America 's scammer practice.

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