Consumer complaint received 2021-04-08
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
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:
I was renting a car through XXXX, Which is a prepaid car rental company that you pre-pay, for the amount of days you are going to use a vehicle. 
I had turned in the vehicle in XXXX, therefore there should have been NO more charges On top of that, I no longer had my debit card that was on file with XXXX previously, as I had lost it, so they also should not have been able to charge my account because that card should have been blocked from losing it. 

In XXXX, there was a sudden charge for {$130.00} from XXXX. This company is already horrible to start off with, because they do not have any English speakers/workers They are not native English speakers and they are probably working out of another country, so there is a major language barrier. 
Most of them do not understand what you are trying to tell them and what you are trying to accomplish. 
As well as I feel like this company is sketchy and just charges your card as they please for unauthorized money. 

I reached out to my bank to open a claim against this NON authorized charge, which I have stated time and time again I have already turned in the vehicle, so there should have been no further charges, as well as I no longer had the card that used to be on file with XXXX. 

I had the {$130.00} credited back to my account in XXXX, and then come XXXX, that money was reversed and taken back out of my account Which is Over the 90 days that the bank has to solve a dispute! They should not have been able to do that in the first place! 
So Immediately called my bank to find out what the heck was going on, and they said suddenly that the claim was denied? ( even though from XXXX all the way through XXXX, the money was reversed and back into my account, over the 90 days time that the bank says that they have to solve a dispute ) ... .. So I fought it and told them absolutely not, that is not acceptable, this is a NON authorized charge, as well as they should not have been able to charge the card because it was blocked since it was lost ... 

So they re-opened the claim yet again. It took about a week for them to finally credit me my money back, and then the next day it was out again! 

I called the bank to inquire what in the world is going on? And they said this time because there were TWO of the same claim opened, it had denied it So then I had a supervisor change the ORIGINAL claim that was opened in XXXX, from a different label from fraudulent, to a billing dispute. Both of these things are accurate. 
So then once again I was waiting for the claim to just be on my side and clothes once and for all, because I want to Close my bank account, I have not used this bank account in about a year & this is the only thing that is keeping it open This dispute should close on my side, I should have the money back giving me a XXXX balance, therefore allowing me to just close my bank account. 

And now, I have been receiving mail about the dispute telling me that *I*, The customer, the owner of the bank account, authorized this transaction. 
Absolutely, 100 % INCORRECT! 
You can not tell ME, that I authorized this transaction, because I am telling you I did NOT authorize this transaction. 
Not only did I RETURN the merchandise which was prepaid, and there should be no charges if you are no longer borrowing the vehicle, but I also had the card closed because it was lost, so there are TWO counts that this company should not have been able to charge my account! 
Yet my bank is telling me that this is an authorized transaction, which is 100 % untrue and Im pretty sure thats illegal because if the customer is saying it is *not authorized*, then it is NOT authorized! 

So I requested the bank to open the dispute yet AGAIN, and once again it comes back declined because now apparently it is over the time limit that the banks allow you to dispute something, but this is absolutely XXXX  because this has been the same ongoing dispute since XXXX! 
The bank should not put a timeframe on something that is being investigated and opened! 
Especially since it was over the 90 days that I had originally opened it in XXXX, they credited me my money back, and then all of a sudden in XXXX its reversed! So they can take the money back whenever they want, but I cant continue to dispute this?? NO! 

So I was told a few places that I can write to, to continue to try to have this corrected! 
Now this is going to become a legal process if this is not corrected, because this is MY money that I am stating 100 % that I did NOT authorize XXXX to take, I returned the merchandise and they should no longer have been able to charge my card from it being lost! 

So Im really hoping that this consumer protections can help me and reach out to the bank and have them re-open this dispute and close it in my favor and I can just be done with this whole thing and close my account! This is not an acceptable way for a bank to treat somebody who has an XXXX authorized transaction that happened!!

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