Consumer complaint received 2020-11-27
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MD
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem with a purchase or transfer
Sub-issue: Charged for a purchase or transfer you did not make with the card

Complaint:
XX/XX/2020 - Maryland UI debit card declined ordering dinner - Contacted Bank of America customer service XXXXapproximately XXXX XXXX  - Account balance {$20.00} - Review of account proximally 10 pages of unauthorized transactions - Claims department unavailable until ADM the following day XX/XX/2020 - XXXX XXXX  contacted Bank of America Maryland UI Customer service, transferred to Claims department - on hold for proximally two hours, assumed something is rong and redialed - customer service says long hold times due to extended fraud claims they're investigating, transferred into queue for the Claimsdepartment - on hold for nearly 3 hours at roughly XXXX XXXX  I spoke with Claims Specialist - Extracted legitimate transactions XXXX, cell phone etc. 10 pages of unauthorized charges - Specialist prepeared two claims, Claim # : XXXX {$15000.00}, Claim # : XXXX {$2700.00} - For unknown reason call is disconnected, the Specialist did not call back to provide with my claim information or was able to answer questions - That evening on hold for over two hours I confirmed both claims were in the system, provided both claim numbers, amounts and dates of the transactions - Informed over 10 business days an investigation would start and conditionally the funds would be returned to my account, **XX/XX/2020 no funds have not credited to my account**- My claims are within the guidelines of the Zero Liability guarantee XX/XX/2020 -Remembered transaction not mentioned which was legitimate I contacted Bank of America - it had to make two calls almost 4 hours on hold to speak to Claims Specialist - Transaction was not included in claims - Told I had contact with merchant and text message evidence of a complicite party, asked if I needed to file a Police report - Told Bank of America was acting as my agent and they would let me know what I needed to do XX/XX/2020 - No word from Bank of America, called , on hold for approximately 3 1/2 hours - Claim Specialist states they would like screenshots of text messages and to contact the police department to file a police report - Provided two fax numbers, one to fax screenshots, the other for the ppolice to fax the police report, be sure my name and both claim numbers are on the faxes XX/XX/2020 - Approx. XXXX XXXX faxed five screenshots and cover letter to XXXX - Visually impaired, the cover letter requested confirmation Of receipt and text messages were readable - Called XXXX, XXXX police nonemergency line, dispatcher would have an officer contact me about completing the police report - Approx. 45 mins. officer called, mentioning I'd been provided a number to send the police report, the response was the police department does not fill them out for the bank and I needed to provide proof this money was in dispute before they would proceed -Contacted Bank of America for assistance since the police seemed uncooperative without additional documentation and if my fax had been received - The customer service agent prepared a list of my needs, pasdsing it to her supervisors, they were unwilling to provide a time frame when I could expect anything most important a statement on their letterhead stating a dispute over these funds so I could obtain a police report XX/XX/2020 - I began Approximately XXXX XXXX, try secure an accesptible document to complete a police report - Three phone calls, almost 7 hours, I have no document so the ppolice will take a police report - On the last call the Claims Specialist informed me that my claims were not active, she changed the status, it isn't clear how long they were not in processed or why, I've been in contact each week several times I am not confident, with proof of the perpetrator ( s ), the XXXX is to return or the guilty prosecuted.

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