Consumer complaint received 2018-08-17
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TN
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Claim date XX/XX/18 Claim ID : XXXX Amount of claim was {$10000.00}. 
Bank of America was notified of fraudulent charges to my account within 30 or less. I told the fraud department I used my debit card to make a purchase online. Never received the item and then after trying to contact the business I noticed charges ranging from $ 300- {$500.00} coming from my account multiple times a day for a number of days. Bank of America canceled my card gave me a temporary credit. I called them weeks later to give them in info I thought would help. The charges seem to be over seas. As of XX/XX/XXXX Bank of America rejected my claim and since taken the temp credit from my account leaving me negative over {$8000.00} dollars this is not included over 15 over draft fees. After calling the fraud department the next day, I was given the run around from first person I spoke with. He said the denied my claim because they couldnt prove if it was or wasnt fraud. Ask to speak to a supervisor and spoke with lady name XXXX. She told me there was nothing they could do about the descion. She said the investigators are not there in her office and that she can only contact them trough email. I asked to her to read me the real reason they denied my claim.. Here lies the biggest problem. She informed me that claim was denied because the account did not appear to be your average fraud. For example she said, the account was not drained. And that also I was the person who used my card with the fraudulent merchant so its my fault. And that during these charges I logged in to my account online so I would of seen them in a matter of days. I told them that wouldnt be so because my wife logs in sometime just to check my balance not account history. 
I told the supervisor I wanted copies of the investigation and she said I was not allowed to see it. Which is a lie. I asked her for guidelines on what their zero liability police does and does not do. I asked to see or hear the policy on their fraud investigations, for example where does it say what falls under guidelines to cover a customer fraud charges and what doesnt cover a customer. She could not produce anything for me, told me to see my local branch. Which I did, spoke to branch manager and he said no we have nothing and to call the fraud department. I need help with this from someone. 
The worse part about all this, my houses air conditioner went out on Sunday the XX/XX/XXXX. I arranged for it to be replaced on XX/XX/XXXX. Monday the XX/XX/XXXX I deposited a check of {$2000.00} to pay the air conditioner man coming on Tuesday. I woke up Tuesday the XX/XX/XXXX with that money gone and negative {$8000.00} dollars. I have a XXXX year old and XXXX year old daughter and wife. I was unable to pay the air conditioner man and my family was forced to live in 100 degree weather with no ac. So my wife decided because of the severity of the situation she sold her wedding ring to pay for our family to have air conditioner. I stressed and cried to bank of Americas fraud department about this and how they were not following right procedures. They said sorry we cant help you have a good day sir and call ended.

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