Consumer complaint received 2021-12-13
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: SC
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:
Dear Sir or Madam : I first noticed there were transaction in my bank statement that was not made by me on the 17th. I started a claim with Bank of America to file a claim of unauthorized transactions and started a fraud claim. 
The amount of the claim was for {$3600.00} and it was three seperate transactions that were all made on the XXXX XXXX. 
The dates and charges were as following : posted date from my bank XXXX/2021 for {$1500.00} XX/XX//2021 for {$1000.00} XXXX/XXXX/2021 for {$1100.00} I was patiently waiting for the investigation and would think the bank would handle the case speaking to the merchant. However, the case was denied on the 9th day. Their reason was because they say that the charge was authorized by me. However, THIS IS NOT TRUE. 

SO I decided to take action and went ahead and contact the merchant about the charges and have them explain to me so i can explain to the bank. Their response is straight forward and told me that they could not find any of the bank transaction in my XXXX account and that those transactions from the bank are NOT from my XXXX account. Thus these charges could not have been authorized by me. 
The case was then reopened and said they would not provide any provisional credit at all to me until the case is fully resolved at the end of 45 days and if needed 90 days. I'm not sure if that is against the law to deny my right to provisional credit since it was more than 10 days since i started the claim. however, the bank of america continue to tell me they won't give me any provisional credit because the case was closed on the 8th and just reopened so i wont get any provisional credit. I'm fine with it but i just wanted to make sure they did not violate the legal laws or any laws regarding provisional credit and treated me in any unfair way. 

Again, they denied me on the 2nd appeal based upon that the charges were authorized by me. I told contacted the merchant again and thus XXXX merchant support again stated that they could not find the transaction in my account and that they do not know where the bank statement payments come from. 

They opened an appeal again just to deny my claim 3rd time. 

During the whole process and the 3 claims, they say the reasons for denial was because i authorized the transactions, however i have found evidence over and over to prove it wasn't me. Shouldn't they find proof to prove it was me that authorized the transactions if it was really me? I have seen no evidence from their side. I asked about the devices used from the transactions, the location, the account. Yet the bank denied all the information and just said it was me who authorized the transaction without a shred of evidence from me. 

I don't believe they are making a fair judgement and thus i would like to have this case taken to CFPB to investigate and hopefully resolve this matter. 

I have attached supporting documents for this 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 explanation