Consumer complaint received 2023-03-27
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:
About XX/XX/XXXX we rented a vehicle from XXXX car rental and paid for 1 week up front on another card but gave them our b of a debit card info for future charges. They never physicaly had the card. About XX/XX/XXXX the car was returned to XXXX and we were told we'd get a final statement via email. Appx XX/XX/XXXX we started getting texts from bank of americas fraud dept about excessive charges that XXXX was attempting on our debit card and fraud was flagging them because they were open ended without a final amount. This went on continuously for 12 days or so with amounts ranging from {$84.00} to {$2800.00} as many as 10 times daily. So on XX/XX/XXXX their fraud dept suggested we put a stop payment for XXXX on our acct and shut off that debit card so we did. On the morning of XX/XX/XXXX I was in shock because b of a paid an {$1800.00} debit to XXXX. I immediately called the fraud dept and they apologized and said " THIS HAPPENS ALL THE TIME BECAUSE ALL A MERCHANT HAS TO DO OS CHANGE THE WAY THEIR NAME APPEARS FOR THAT DEBIT AND IT WILL BYPASS THE STOP PAYMENT ALLOWING IT TO BE PAID '' well needless to say that surprised me because a merchant is assigned a number just like a checking account and all transactions for that merchant should be paid using that number not a name THIS IS MY FIRST ISSUE WHICH I BRING TO LIGHT however what's worse is that is B OF A PAID ON A DEBIT CARD THAY WAS CUT OFF 3 DAYS PRIOR and when I asked the fraud specialist about this she said " WELL SOME TIMES THE CHARGES CROSSES PATHS AND IT WILL BE PAID. AND I CAN SEE YOU ARE CORRECT THAT THIS IS AN ERROR AND SHE WOULD OPEN A CLAIM AND IN 48 HRS WE WOULD BE GIVEN A PROVISIONAL CREDIT. that was on a Friday so Monday the XXXX of XXXX came and no credit was issued so I called back and the new agent apologized and said the first person forgot to complete the claim so she would do it. I was not happy. She furthet explained that we could have a credit for 10 working days because we were a business and that the first agent gave us wrong info. So I waited 10 more days which was really 14 days because of new years. On XX/XX/XXXX I called again and was told my claim was denied because XXXX gave you an invoice and said it was a pin in chip transaction. After spending 4 hours and 7 people it was realized by a high ranking supervisor that XXXX had lied and it couldn't have been a pin based transaction. Because the card was cut off 3 days prior so she reopened the case and I was informed that we now had to wait 90 days for a decision by fraud investigators and the check back on XX/XX/XXXX XXXX now hold on to your hat because here is where it gets real good. On XX/XX/XXXX, 28 DAYS AFTER THAT DEBIT CARD WAS SHUT OFF XXXX UT ANOTHER CHARGE THRU FOR {$58.00} AND GUESS WHAT BANK OF AMERICA PAID THEM, I WAS XXXX I CALLED AGAIN AND THE AGENT SAID THIS HAPPENS ALOT AND IM SORRY AND WILL ISSUE A CREDIT BUT THAT WILL TAKE 3 DAYS AND I GOT THAT MONEY BACK ON XX/XX/XXXX. 

Now the following details play out like a XXXX XXXX Novel because everything since XX/XX/XXXX is a mystery and has an XXXX XXXX ending. 

I patiently wait out the specified 90 days and make and appt with my local branch manager on XX/XX/XXXX. She reviewed my account with the above information and kindly called into fraud investigations with us present. She spoke to someone in the investigations dept and this agent informed us that your policy was not 90 days as we were told but 45 days and that deadline had passed in XXXX so she was releasing the item to be returned to our acct no later than 3 business days so on XX/XX/XXXX when the funds were not in my acct I called again and was told by an agent that she saw the release and assured me that at midnight everything would be complete and a deposit was pending for XX/XX/XXXX. On XX/XX/XXXX again no deposit so I called again this time I was told by an agent that my claim on XX/XX/XXXX was filed wrong and that he had to cancel it and start it over and in 90 days we'd have and answer well I calmly told him to not touch that claim and I wanted his supervisor. 

An woman named XXXX in Tennessee working as a supervisor for fraud claim reviewrd all this info I have outlined to you and still insisted that claim was no good and needed to be restarted. I was very insistent that she get a hold of fraud investigations and that I needed a final decision by the end of business on XX/XX/XXXX. She told me that she knew the lady who reopened my case in XX/XX/XXXX and that she could get the case escalated for review and a decision by XXXX XXXX. I was hesitant but agreed to be patient until XXXX she. Also gave me a number directly. So I could get the status before XXXX XXXX when that dept closes. At XXXX sharp I called that number and spoke to an agent that informed me that the case has been determined to be fraud and it was now up to the investigator as to when they release my funds. But she was sure it would be in my acct on XX/XX/XXXX. But could not verify this because that department closes at XXXX XXXX and won't reopen until Monday at XXXX XXXX. Today is XX/XX/XXXX and again no deposit. 

On XX/XX/XXXX again on the phone with b of a fraud.and now I'm being told m that I have to wait til XX/XX/XXXX for a decision. 

XXXX requires a merchant to reply within 45 days and it's been 110. 

What do I do

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