Consumer complaint received 2018-09-17
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CT
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/18 there was a {$800.00} from XXXX charge I noticed on line on my phone. I immediately contacted the bank on XX/XX/18 to inform them that this was fraud they did provide me a temporary credit till they did their investigation. At the time I was 100 % sure I did not authorize this transaction nor did I allow anyone to use my debit card, so I did not feel the need to go to the police cause I was under the impression the bank was easily gon na figure out this was a scam .After the bank did their investigation they came to a decision that this was infact a valid transaction cause someone used my pin #. When I received this notice from the bank that they were gon na reverse the temporary credit and basically charge me {$800.00} for something I DID NOT DO! I was livid, I couldnt believe they had come to a decision based on that when there is scammers now in days, and a red flag to them should have been the fact that this individual whole stole my info, did an atm inquiry before using my card!? ( I have mobile access to my balance ) why In the world would I pay {$2.00} for a balance inquiry!?! That morning when I got that letter I ran to the police department and filed a police report. After going back and forth with the police for over 2 weeks I finally got a answer from the officer and he stated, he went to XXXX XXXX had the manger pull the tape and it was a XXXX male, who made this transaction, turns OUT HE ALSO DID IT TO SOMEONE ELSE THE SAME DAY, thats how the officer was able to determine it was FRAUD. He wrote up the report after ( after another week ) I was able to pick it up and faxed it over to the bank on XX/XX/18. I contacted the bank about 8xs after this to confirm if they had reached a decision they said no its still under investigation and they reopen the case back in XXXX XXXX when I inquired about the notice I received for them and that they will have reach a decision by XX/XX/18 ( this is all recorded and documented in my notes ) and I also requested a phone call back from the investigators several times. ( Not one call back!!!! ) I figured I let the full buisness day of XX/XX/18 go by and follow up with them the next buisness day I was sure they would have a response by then. At this point I faxed over police report, with the offices name, number, badge # and EVERYTHING the bank needed to follow up to specifically determine that this was infact FRAUD! When I called my bank on XX/XX/18 they told me they would need more time, and for me to WAIT for them to get back to me. She verified they did receive the report, it had already been 60 days of the investigation but they still needed more time!!! I asked why? I provided proof that this was fraud If they contact the officer he can verify my story. And they couldnt give me an answer except they need more time. They were quick to take my money but can not replace it quick enough after I provided proof!?! This is not fair! I have bills to pay and kids to feed. I NEED AN ANSWER ASAP!! I feel like Im being discriminated. If you can please help me with my complain and see that I genuinely did everything in my power to make it easy for the bank to reach a decision yet they are making this very difficult on me. I will highly appreciate it. Thanks for your time kindly XXXX XXXX

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