Consumer complaint received 2023-02-26
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
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:
This dispute is about XXXX unauthorized Direct Deposit Funds Transfers out of my Bank of America prepaid debit card account totaling {$7500.00}. This account was set up through the CA EDD for me to receive XXXX Insurance payments. I received my first payment on XXXX. 

I contacted B of A on XXXX to dispute XXXX Direct Deposit Funds Transfers made out of my account that were NOT requested or authorized by me. They separated the XXXX transactions into XXXX Fraud Claims. Claim # XXXX for {$1700.00} and Claim # XXXX for {$5700.00} B of A issued Denial Letters on both claims within 24 hours of being opened. On XXXX I requested both claims be reopened and on XXXX B of A credited Claim XXXX XXXX back to my account and issued a 2nd Denial Letter on Claim # XXXX On XXXX I requested Claim # XXXX be reopened because the circumstances were the same as Claim # XXXX that they had already credited back to my account. 

On XXXX I received a 3rd Denial Letter on Claim XXXX XXXX. On XXXX I requested Claim # XXXX be reopened and also asked for copies of documents used by B of A to deny this claim. On XXXX I received the 4th Denial Letter on Claim # XXXX. I have told B of A both verbally and in writing since XXXX that I NEVER requested or authorized any Direct Deposit Funds Transfers out of my account. According to B of A 's Online Banking Security Guarantee, " you are not liable for unauthorized transfers or bill payments made via online or mobile banking if reported promptly. I reported the XXXX unauthorized transfers the first day that I learned about them. 

On XXXX I contacted B of A to ask why I had not yet received copies of documents used to deny my claim. It was during this call that I first learned that on XXXX B of A had changed the phone number and email address associated with my account to someone unknown to me. On XXXX Claim # XXXX was again reopened. On XXXX B of A finally sent me the documents that they 'used to deny " Claim #  XXXX. The information sent to me shows that on XXXX and XXXX B of A sent 'one time passcodes ' to an email address unknown to me and that Funds Transfers of {$3000.00} and {$2700.00} were then set up and sent out to this unknown entity. 

I spoke with B of A on XXXX and was told that Claim #  XXXX is still 'being reviewed ' ( 147 days after being resubmitted ). 

I am sending you documentation verifying that B of A has been aware of their mistakes since Day XXXX of my Fraud Claims. After 9 months they have only returned {$1700.00} of the {$7500.00} stolen from my account. They have offered no explanation about why Claim # XXXX was credited back to my account and not Claim # XXXX. The only reason that the XXXX fraudulent funds transfers were separated into XXXX claims is that XXXX of the transactions occurred when I had a different debit card number than the XXXX transaction. 

They have intentionally lied to me by saying that the 'transactions in question were posted correctly ' to my account when they know that this is NOT TRUE. 

B of A 's Fraud Department will not allow me to talk with anyone that has any knowledge about either of my Claims. With the exception of my phone conversation on XXXX, all I've ever been told is either 'my claim is still being reviewed ' or 'my claim was denied and if I want it to be reopened to send a fax to their office '. I have sent numerous letters asking for an explanation as to why Claim # XXXX was credited back to me and not Claim # XXXX and also asking why they sent passcodes for my account and funds transfers to someone other than me. 

It is extremely frustrating to know that I have done nothing wrong and yet B of A has still not returned {$5700.00} of XXXX Insurance payments that I was receiving after XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 

I would sincerely appreciate anything that the CFPB can do to help me recover the remaining balance of {$5700.00} owed to me by B of A. This has created a financial hardship that I am still trying to recover from. 

I am sending additional information to support everything that I have told you in this statement. If you need any other information from me or have any questions, please do not hesitate to ask 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