Consumer complaint received 2021-10-25
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
On XX/XX/XXXX, I received a text notification from Bank of America concerning a charge on my debit card for XXXX. I approved the charge since it was part of a month subscription on my XXXX account. On XX/XX/XXXX, I received an email notification from Bank of America stating my account was overdrawn. I logged into my mobile banking to see multiple charges have been made through various vendors on varying amounts have been made. I contacted the fraud department for Bank of America to dispute the charges they initiated a claim with them to fraudulent charges up to {$1200.00}. They stated they would place a stop charge on the suspicious charges to ensure my account was not overdrawn. The suspicious charges to my account made on the XX/XX/XXXX where processed the following week. About a week later, I received a notification that my claim has been resolved but not to my favor as it did not show fraudulent pattern and that the charges made were in line with purchases from the past with the vendors associated with the suspicious charges. I reopened the claim again after explaining to the claims department to reconsider the charges made as I did not recognize the charges that were made nor it was reflected in my accounts from the vendors ( XXXX, XXXX, XXXXXXXX XXXX XXXX  ). 

A week later my claim was XXXX denied stating the previous reasoning of the pattern of spending did not fit a fraudulent pattern and that I approved of the XXXX charge to my debit card. I explained to them that that charge was a monthly subscription that I approved but the other charges made on that day were not mine. I submitted other documents from my accounts that card was linked to show that the charges made on my card were not from my account and that dont recognize them. These documents were faxed to them on XX/XX/XXXX. I also contacted XXXX support and the other vendors so see if those charges can be reversed but I was told that since those charges were not reflected I did not know the account associated to the charges that they are unable to issue me a refund for those charges. They said the claim would be reopened once the documents were received for review and that they would contact me when a decision has been made. I called the claims department a week later and they stated that they have received the documents and they are reviewing my claim. 

Around the beginning of XXXX, I have not received word or information about my reopened claim and contacted the claims department again. I was told that the decision had been made against my favor on my claim and that it was made in the end of XXXX. They stated that the documents were incomplete that they would not pay out my claim. I inquired what additional documents will be needed and explained to them that I contacted the support from the companies and was told to settle the charges with the bank. I was inquired to submit a police report for the amount lost but in an attempt to file the police report online, it was stated that it did not qualify. I contacted Bank of America claims department again on XX/XX/XXXX and was told my documents were still be reviewed that that I should receive a message in 1-2 business days. I have not received any information about my claim and I contacted them today, XX/XX/XXXX about the document review. They stated that the decision has been made in XXXX that the claim would not be paid out and that the claim can no longer be opened. I spoke with the supervisor about the issue and she stated that there is no longer any option for the amount to be paid out by the bank and the claim can not be reopened.

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