Consumer complaint received 2022-04-03
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Unexpected or other fees

Complaint:
On Aproxayely XXXX I noticed a huge amount of unauthorized charges on my Bank of America XXXX accont. I was extremely panicked because this money just recently was placed on my card and I was heavily relying on it to pay rent and various other bit 's other bills. Being a single mother with XXXX children under the ages of XXXX XXXX XXXX you're old I was devastated how could these charges to be approved. The charges range from Debit From ATMs all the way to {$1000.00} plus charges charges on fashion website websites as well as XXXX  and XXXX charge. The 1st time I filed the claim I was denied for no reason given to me me. The 2nd time I applied for the fraud claim I included the police report along with my report from various other institutions there are institutions that were hacked into as well as my eviction notice and anything that I could show to prove These were not my charges and I was in extreme hardship and needed the funds to be replaced replaced because I had not made these charges. Every time I've called a Bank of America I get conflicting information.. All of their employees are not educated on the correct procedures. 1st I was told if I didn't receive my receive my fund fund repayment within 10 days or a decision within 10 days I would receive a Provisional payment to assist with my hardship. And then I was told by supervisor '' I'm sorry the information that you were told was incorrect. '' This has become a common Phrase I often hear from Bank of America supervisor supervisors employee and employees. My now it has been well over 45 days and I still have not received an answer for my claim claim. The last supervisor I spoke with said she was putting in in a request with escalations to connestations to consider giving me the hardship or provisional payment even though it is not given The 2nd time a claim is submitted but they would make a An exception for me considering that my claim was well over the 45 day mark and still without any decision pending. She told me to check back in 1 to 2 days.. When I checked back I was told once again the same phrases were are sorry but the information you were given is incorrect. '' And that they were once again going to push my case to escalations the escalations but I have provided them with AA viction notice explaining that I need the funds that were put on my ADD card that was for my rent and now I am facing I'm facing being put on the street with my XXXX babies. It feels like Bank of America continues to give me the run around give me the run around and not even give me a single time for all of these charges that were racked up without my permission. There was no single security measure On their part and the activity that was occurring on my account was outrageous. Whoever hacked into my account count or was able to do recavic into my account count racked up over {$10000.00} in charges in less than a week and a 1/2 and I have. And and there was not one time Bank of America from Bank of America froze the account or came to me noticing unusual behavior. And now all I simply want is for the situation to be rectified be rectified. It's only right that I receive The funds back on my account because I dis did not spend or or authorize these transaction. They simply justhey simply just every week tell me it's going to escalations and that there's nothing they can do and they understand I'm upset.. But all they have is conflicting information from all of their employees they're employees and they are not all educated in the same policies and procedures. In addition I feel like they are not taking my claim seriously because it is an XXXX Bank of America account and not A traditional Bank of America account. I have been battling and dealing with this nightmare for months now. And I have no idea what to to do next or where to go I've filed my police report I've done everything they've asked and still they haven't even given me the hardship or provisional payments of my funds Back. Looking online I've discovered that other people have had similar problems with Bank of America. I need help what do I do next.? I'm very limited on resources and need help.

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