Consumer complaint received 2017-11-08
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: VA
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/XXXX a transaction came out of my account for the amount of {$950.00} and the description said USPS XXXX XXXX. I immediately contacted Bank of America and reported Fraud and closed the check card used. The bank issued a temporary credit and told me they would start the Fraud claim process. They said people can make copies of you check card and get the pin number with machines at gas stations, etc. I received a notice from Bank of America stating the claim had been resolved and they are stating I made the purchase. I immediately called and asked them to reinvestigate as I did not make the purchase. I asked if they pulled the surveillance tape and they stated they can not do that. The only reason given for denying the claim was because I made a purchase the same day at XXXX XXXX ( the cafeteria in the building I work it ) the same day and since that was also in XXXX, VA I must have made the purchase at the XXXX XXXX. The guy I spoke with that day said he would update my file with this new information that I work at XXXX XXXX in XXXX, VA and they would investigate further. He said I would get a call from the investigator. That call never came and on XX/XX/XXXX they took the temporary credit out of my account causing overdrafts and closed the claim. I contacted them again and gave them the Police Report number ( XXXX County # XXXX ) ( XXXX XXXX # XXXX ) and also advised them that I file a fraud investigation with the XXXX Inspector. I explained that I am a single mom with XXXX kids I support on my own and that they took more than half my paycheck. They told me they would not have a decision regarding reopening the claim until XX/XX/XXXX. That is my next payday. I have no funds at this time and I did not make the purchase. I asked for another temporary credit and they refused. I explained that I live in XXXX, VA and drive an hour to work each day. That I pass 4 post offices on the way and that to go to the XXXX XXXX XXXX location I would be going another 30 minutes out of my way in the wrong direction. I also stated I eat at the XXXX daily and work XXXX to XXXX Monday through Friday and asked when the purchase was made ( they could not give me a time ) because I could provide my timesheets showing when I am at work. I also pointed out that on my bank statements you can see the XXXX XXXX I get gas from proving I live an hour away from XXXX. It is now XX/XX/XXXX and I still have not received any credit for the {$950.00} or the overdraft fees incurred due to them denying this claim under what I believe was a very minimum investigation. How can they even claim I made a purchase without pulling the surveillance and seeing FOR POSITIVE if it was in fact me in the post office that day. I need my money back. I do not have this kind of money to just lose and I do not think they have tried at all to help 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