Consumer complaint received 2021-03-31
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY
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 have a checking account with Bank of America. 

On XX/XX/21 my account was charged 2 times for {$2500.00} each time while using a 3rd party ATM machine, totaling {$5000.00} after the transaction said it was declined. 

On XX/XX/21 my account was again charged 2 times for {$2500.00} each time, totaling {$5000.00} while using a 3rd party ATM machine, totaling {$5000.00} after the transaction said it was declined. 

I was charged a total of {$10000.00} on 4 transactions. I called Bank of America to file 4 separate claims on 4 separate transactions. 

When I called Bank of America to file a claim they assured me that this will be looked into and the merchant will have to provide documentation to prove that the charges were valid. I was assured that I would get some type of provisional credit by the 10th business day until the claims get resolved. I called Bank of America every single day since filing the claim. They informed me Today that because I used a 3rd party ATM machine they can not process my claim without providing me with any kind of documentation or proof that the transactions occurred. They did not get any supporting documentation from the merchant that charged my card. They just denied my claim after closing the initial claim and creating multiple duplicate claims for no reason whatsoever. 

The charges caused my account to overdraft since I had to pay bill pay set up. I was not able to pay my bills because of this and I was charged multiple overdraft fees. 

Bank of America should be PROTECTING AND HELPING their account holders from these types of fraudulent transactions. I did not make these transactions and there is no one for me to speak to about this. When I call Bank of America 's claim department they tell me that because there is not enough information they can not process my claim. There is obviously not enough information because they did not even get in contact with the merchant or attempt to help me resolve this. 

THIS IS FRAUD. THESE ARE UNAUTHORIZED TRANSACTIONS. I DID NOT AUTHORIZE THIS MERCHANT TO CHARGE MY CARD. 

NO ONE AT THE BANK IS EVEN TRYING TO HELP ME!!! 

BANK OF AMERICA DOES NOT PROTECT OR HELP THEIR CUSTOMERS!!! 

I CAN NOT PAY MY BILLS OR MY RENT BECAUSE OF THIS!! 

I FEEL LOST AND HOPELESS AT THIS POINT AND I CAN NOT SLEEP IN NIGHT BECAUSE OF THIS. THIS MONEY WAS TAKEN OUT FROM MY ACCOUNT WITHOUT MY PERMISSION AND THERE RESPONSE IS THAT THEY CANT CONFIRM OR VERIFY THE TRANSACTION BECAUSE THEY DON'T HAVE ENOUGH INFORMATION - THATS BECAUS THEY DID NOT EVEN TRY TO CONFIRM OR VERIFY THE TRANSACTION. 

Account ending - XXXX Claim ID : XXXX Resolved - claim not paid Account ending - XXXX Claim ID : XXXX Resolved - claim not paid Account ending - XXXX Claim ID : XXXX Resolved - closed as duplicate Account ending - XXXX Claim ID : XXXX Resolved - claim not paid Account ending - XXXX Claim ID : XXXX Resolved - claim not paid Account ending - XXXX Claim ID : XXXX Resolved - closed as duplicate Account ending - XXXX Claim ID : XXXX Resolved - review message for details Account ending - XXXX Claim ID : XXXX Resolved - review message for details Account ending - XXXX Claim ID : XXXX Resolved - closed as duplicate

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