Consumer complaint received 2020-11-18
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
These are the dates that the unauthorized transactions were reported. These are 2 different claims for different amounts. 

Initiation date : XX/XX/2020 Initiation date : XX/XX/2020 Since covid has started, I have had multiple issues with fraud. These fraud charges have been on all of my accounts. My checking, savings, and my credit accounts. The past two fraud claims I have done were denied for two reasons ; the time it took to place the claims ( which was done as soon as noticed ) and the fact that the chip and or pin were used. 
I have had to have multiple temporary cards while I have waited for new debit cards to arrive, as well as debit cards. The same goes for my credit cards. There were transactions that took place even when I did not have a card active on my account and only the digital card, however old temporary cards were used that were supposed to be deactivated once a new debit card was received. Those temporary cards have been shredded as soon as they were not in use. So this begs the questions ; how is a non physical card with no chip being used, and why were they not deactivated from my account as soon as I activated a new card. The same goes for the debit cards. 
I have changed the pin on my debit cards from my old one, however when i recieved my new debit card and went to use it, it still used my old pin. Even though it shows on the account side with the bank that the pin was changed. So transactions that i have reported should not have been denied in fraud. I lock and unlock my card for every purchase I make now, and some of the transactions happened when my account was supposed to be locked. 
In all of this why is it the fraud department has not noticed anything with my accounts. From the fact that i next to never touch my savings account and had not used my credit cards for so long. Why is it that the credit card fraud department has been so helpful and understanding with the fact that since covid has started fraud has gone up, and many people are being targeted, but not the bank. 
With the credit card fraud department i have had no issues with any of the claims i have filed, but i do with regular banking. Why is that? Why is it that the bank is making it seem that it is my fault for their lack of drive to fix these issues? Why is the fraud department lacking so far in their job that they can not help me catch these transactions that are happening? 
I report anything unusual as soon as i see it. it is not my fault that this keeps happening to me. With covid I hardly ever leave my house but yet I am being made into a criminal instead of what I really am. A victim. 
I want the denied fraud claims to be reopened and re-evaluated because the reasons given for their denial are null in void with the above information stated in this letter. I want justice for being treated like a criminal with things I had no power over and had no help in monitoring.

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