Consumer complaint received 2022-08-13
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
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/2022 I called my bank ( BANK OF AMERICA ) after finally having time to go through my statements and informed them that I noticed quite a few transactions ( a mixture of atm withdrawals, store purchases ) etc. All of these transactions were being done in XXXX XXXX XXXX XXXX which I had not visited, nor had I ever been to those locations. I reside in XXXXXXXX XXXX, and I am still confused as to how this was even possible. I filed the dispute with BOFA on XX/XX/2022 only to have them deny the claim 5 days later stating it was denied because they needed more information, upon calling into to there call center to pretty much answer XXXX additional questions ( which were already asked when I originally submitted the claim ) they stated that they would send it for a reconsideration, only this time I was told no temporary credit would be given because it was originally denied, since the first denial this bank has denied my claim XXXX additional times, the last time they stated it was due to me making similar purchases on my account before which is completely impossible due to the fact that I have never traveled to any of the states that those funds were taken from. To top that off the very last time I spoke with the bank as Im speaking to a specialist someone was attempting to use my secondary debit card on my other account at a Bank of America in XXXX XXXX Since then and even before then Ive had to update my login information for my online banking twice, and it seems to me that Bank of America is just unwilling to do their due diligence to assist me with getting my phones back this dispute involved multiple transactions totaling around {$3400.00}. I feel the bank initially denied my claim so that they would not have to provide me with any form of provisional credit. However they have not done and taken the necessary steps to ensure my account safety and also assist me being their consumer with getting my funds back. Im at a loss for words because that is not a small amount of money and I honestly dont know what else to do with this point. Ive written a letter To the bank Attempting to write out exactly what they were wanting me to state which is I was not sure how this happened with my account my card had been in my possession so Im really unclear what was going on and to make matters even worst literally every representative that I spoken with from Bank of America has given me false information incorrect turnaround times, and made promises about things that were in fact false hi would really love someone to assist me in determining what all I can do in regards to getting my phones back. I hate the fact that Ive had to even file this complaint online but I do feel my voice is completely been unheard with Bank of America and every supervisor manager and representative that Ive had the not so much of a privilege to speak with. I have yet to receive any form of update from Bank of America in regards to this fraud dispute. Me being the consumer I had to call XXXX continuously which is just about every day just to get an update on the claim and to make sure that no additional information is needed yet again so that my claim is not closed and I have to go through the process of re-opening it all again. Again this claim was filed on XX/XX/2022 and here we are XX/XX/XXXX no form of resolution no nothing from Bank of America.

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