Consumer complaint received 2018-06-12
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IL
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, while I was doing my taxes, I noticed several large unauthorized transactions on my account. There were 15 transactions totaling {$2300.00} that I DID NOT authorize. Let me first start off by saying that I did do business with the merchant prior to these charges posting to my checking account. But these 15 transactions that I filed a claim/dispute over, I did not authorize them. I did not receive any good nor services from them in return. This is not a case where I paid the merchant and I wasn't happy with the goods/services. This is not a case where I was charged a wrong amount. This is a case where flat out fraud occurred. Money was taken out of my account without my permission. This is fraud. When I called Bank of America, I let them know that the merchant was XXXX and I filed the claim. When I filed the claim, the rep from BoA stated to me that if this was not resolved within 10 business days, that I would receive a provisional credit. 

Well, that 10 days went by and there was no resolution and there was no provisional credit. I called BoA again, and they stated that the rep misinformed me. This rep stated that the original rep filed the claim as a merchant dispute rather than fraud. They explained to me the difference to me. They stated that since I did business with the merchant prior, that I could not file it as fraud, even though I did not authorize a single one of the 15 charges. I found this mind boggling to say the least. XXXX literally stole money out of my account and BoA is treating it as a misunderstanding between me and XXXX. During the phone call, the rep stated they were escalating this case to a claims specialist and that hopefully that would progress my case a little faster. 

As several days went on, I called several times to Bank of America. During this entire time, I also was doing my due diligence and was in touch with XXXX several times as well. A female rep at XXXX stated to me that my card was used on several XXXX accounts that were not mine. She also stated that my XXXX XXXX, which was on my XXXX account, was attempted by someone on another account 3-4 times but none succeeded. I faxed my newfound information to Bank of America. I called several more times to BoA to see if there were any new updates. 

Well on XX/XX/XXXX, I called BoA again. This time, I spoke with a rep named XXXX. She was actually very helpful. I explained the whole situation over once again, and she agreed that this was clear fraud. She escalated my case and said she put a request for my case to change to fraud from merchant dispute. She stated that a claims specialist should review my case and should have an answer within 10-15 days. I hung up the phone thinking for once that maybe, just maybe, things would start to move. 

On XX/XX/XXXX, I woke up early in the morning and logged onto the BoA website and went into the message center, where the claim updates would post. To my surprise, it finally changed from " being reviewed '', to " resolved - claim paid ''. I was very excited and called BoA soon as they opened. I spoke with XXXX. He stated he did not see anything on his end where it said the case was resolved. Later in the day, I called again and spoke with XXXX ( spelling might be wrong ). XXXX was super super helpful and put me on hold while she researched what was going on. She was working with her supervisor and found out that the case was resolved and that it was ruled in my favor. I asked her how come no money posted to my account. She said it could take up to 90 days from when I filed my claim, which would be XX/XX/XXXX. I dont understand why I wouldnt receive my money if the claim was ruled in my favor. 

I have been looped in circles time after time by BoA. I was misinformed from the start about receiving a provisional credit. This is a lot of money to me and it caused me great hardship. I truly believe my claim was mishandled from the start and should have been filed as " fraud ''. I should have received my provisional credit and this case would be done by now. 

The case is now resolved, and it states that the claim is paid, but no money has been returned to me. BoA is holding onto my money and I have been given no legit reason why. XXXX stated that BoA reversed the charges and that I should handle everything with BoA from here on out. I feel like no one is helping me and I felt the need to file a complaint against BoA. I feel like I should have received a provisional credit, and at the very least, should have my money now, now that the case is resolved in my favor. 

This whole ordeal has stressed me out beyond belief. Every time I call BoA, I have to explain everything from the start again, since its a new rep. I feel helpless and I need help getting my money back. They are holding my money even though the case is over. Please help!

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