Consumer complaint received 2019-09-28
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
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 contacted Bank of America on XX/XX/XXXX regarding several large charges that hit my checking account from a company called XXXX. The charges were for {$1800.00}, XXXX, ( both hit my account on XX/XX/XXXX ) XXXX and XXXX ( both hit my account on XX/XX/XXXX ). There were also several International Translation Fees that hit my account in the amount of {$57.00}, {$39.00}, {$6.00} and {$3.00}. 

This is a total of {$3600.00} stolen from my account. 

I called in to Bank of America on XX/XX/XXXX after discovering my account balance was off so much and discovering the charges. I was informed someone had my bank check/debit card information and thats where the charges were coming from. Bank of America immediately closed my card and issued a new one and opened a dispute/claim on the charges from XXXX. For some reason they broke the charges into three separate claims, one for the {$1800.00} charge ( claim # XXXX ), one for the {$1200.00} charge ( claim # XXXX ), and one that combined the two charges for {$190.00} and {$120.00} ( claim # XXXX ). 

Since this was obviously a lot of money for me to be missing out of my account, I wanted to know when it would be returned to my account. I was told by the representative that she broke the charges into three claims to make it more likely that they would put the money back into my account while the claim was researched. Then I was told the larger amounts wouldnt be put in my account, but the two smaller chargers would. This was very upsetting to me because it was the beginning of the month and I had bills to pay. 

I also mentioned during the call that I had been a victim of identity theft where whoever had just about all my personal information imaginable filed a federal income tax return in my name for two consecutive years, applied for boat, car and payday loans, and even tried to open numerous checking accounts in my name. This was of little interest to the Bank of America representative. 

I XXXX searched this XXXX  that hit me with all these charges, and found out its a scam bank out of XXXX that is notorious for scamming people out of money, fraud and money laundering. 

On XX/XX/XXXX I noticed in Bank of Americas online message center that the claims were resolved and would not be paid. I was very upset and called in to Bank of America. I asked how this could be? I was told that Bank of America claimed they contacted me and that I approved the charges in question, which was ludicrous. I said so to the representative. At first I was told I received a call, which I didnt. I asked for a recording of this alleged call made to me. The customer service representative couldnt provide one. Then I was told I didnt receive a call but I received a text approving the charges. I told them this was just not correct, that they kept changing their story and it seemed like they just didnt want to reimburse my account for these fraudulent charges. 

The Bank of America representative said he would note the account that I wasnt contacted nor did I approve these charges and the claims would be reopened and escalated for a quick resolution. 

I also went into my local branch in XXXXXXXX to speak to a manager and let her know everything that happened up to that point and she did absolutely nothing. It was a waste of an hour with her on hold calling the same fraud department and getting the same story they had already given me. 

I called into Bank of Americas fraud department several times between XXXXXXXX and XXXX for an update wondering why it was taking so long for this to be resolved and the money to be put back in my account. Each time I was told it could take until the last week of XXXX or so based on the 45 days, or 60 days ( I was told both ) it can take to resolve fraudulent charge claims. 

Finally on XX/XX/XXXX I still hadnt heard anything from Bank of America. I called in and was told that they were past the 45 days it should have taken and the person I spoke to was going to make sure there was a resolution in the next day or two. 

I logged in on XX/XX/XXXX and once again all three claims said resolved and unable to pay. 

I was very upset. 


It appears Bank of America didnt even do any real research like this because when I called in to Bank of Americas fraud department on XX/XX/XXXX to find out why they didnt pay these fraudulent claims on my account, I spoke with XXXX in Arkansas and she once again told me all the notes said is that Bank of America claims to have contacted me on XX/XX/XXXX and that I validated the charges, which is crazy. I looked back on my history and I see no calls, no messages or anything from Bank of America on XX/XX/XXXX. 

I let XXXX know all that had transpired and she was shocked that Bank of America had, and I quote ( I also have a recording of this call ) Had not been an advocate for its customer but instead had been more of an adversary. XXXX seemed genuinely concerned ( the first person at Bank of America I had talked to that actually did seem concerned about what happened to me ) and said It seems to me like someone here just swept this under the rug and didnt want to deal with it. She also saw the same thing I did about this XXXX apparently being some kind of foreign scam bank or company. I also requested documentation of the research Bank of America actually did on these claims be sent to me. 

XXXX wrote everything we talked about as well as her opinions on how I ( as a customer ) as well as the disputes/claims had been treated so far during this nightmare and reopened the claims. She wrote down what we had talked about and entered them in the claim notes and said she was sending this to an upper manager who should read it on XX/XX/XXXX or XX/XX/XXXX. I also let her know I would probably be filing a complaint with the Consumer Financial Protection Bureau because I see no other recourse at this time. 

I also emailed the details of my case to Bank of America CEO XXXX XXXX but received no reply. 

I would like this resolved and the funds that were fraudulently taken from my account put back immediately. 

I believe this entire situation reflects very poorly on Bank of America and how it treats its customers. I also wanted to warn anyone thinking of banking at Bank of America to think twice about that decision. 

I am obviously thinking about switching banks.

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