Consumer complaint received 2023-08-06
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I noticed a weird transaction happening on XX/XX/XXXX in my checking account. I contacted Bank of America on the same day during the transaction in the processing status. I reported I have not authorized both transactions with {$3500.00} each for twice on XX/XX/XXXX. Please stop the transaction. However, customer service is unable to do it. She claimed the department is unable to stop during the status is in processing. I must wait until the transaction is posted then I can contact the fraud department to file a claim. My question is I report to the customer service, but they are unable to do anything. What is the meaning of customer service? At the end, the customer service will freeze my account for 180 days. 
The next morning, I contacted the fraud department and filed a claim due to the same issue. The fraud department indicated that the process would take 45 days and no guaranteed I will regain the {$7000.00} credit back to my account even those transactions have not been authorized by me. Now the fraud department will freeze my checking account. I was shocked by the news. Meanwhile, I mentioned that last night the customer service lady has frozen my checking account. He reviewed my account again and the account has not been frozen. No note has been placed that I called and reported a fraud. 
After 3 business days, I contacted the fraud department, the lady at the department indicated once I completed a form then I should be receiving the credit on next day. However, I have not received any emails or text regarding this information. She instructed me to go online to search for the message. I was able to login to the message center online and no message or form is enclosed. The lady told me the fraud department can complete the form for me over the phone, but it will take a long time and I wont be able to receive the credits the next day. Therefore, it is better to complete the form by myself online. She even has indicated that just keep logging on to the online message center and wait for the form to pop up. 
I am speechless. One told me it would take 45 days to complete the process and one told me to complete the form online to receive the credit back on the next day. Who can tell me what is happening? Both work in the same department but both have different answers. Who should I listen to? The lady told me she can fill in the form for me over the phone, but it will take a long time to receive the credits. I was available at that moment with her, she can pull out the form from her system and start completing the form. It seems she is trying to ensure that I will receive the credits soon, but I have not seen any message or forms from the message center. Why will it take longer to receive credit if she completed the form online for me? 
The lack of training in customer service skills causes a lot of confusion for customers. I am a victim of a fraudulent banking system ; also, I carry such burden to deal with couple customer services departments. I hope the process will make all the customers easy and smooth. Please guide us on the right path, do not confuse us! 
Thank you for your time to review my case.

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