Consumer complaint received 2023-04-06
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:
There were 3 separate fraudulent charges from the same website XXXX XXXX XXXX XXXX XXXX which has since been shutdown, in the amount totaling {$1500.00} that showed up on my debit card account with Bank of America XXXX XX/XX/XXXX. I filed a claim with them on XX/XX/XXXX because my debit card was still in my possession. They canceled my card and sent me a new one. I had multiple conversations over the phone to get the money put back into my account while it's being investigated, which was denied. I escalated the call to a XXXXr on XX/XX/XXXX who also informed me there were other charges attempted on my account for a gift card, and XXXX XXXX XXXX which were declined because the card had been shut off. The {$1500.00} was put back into my account by the 10 day timeframe on XX/XX/XXXX. On XX/XX/XXXX, I received a letter that my claim was denied and I could get the documents they used to make the decision. I had to call multiple times, and still did not receive any documentation. I went to the Bank of America XXXX XXXX XXXX and discussed with the XXXX for XXXX hours. He did nothing but print out the Chargeback Evidence from XXXX, and gave it to me. The claim was reopened on XX/XX/XXXX, and they have 10 days to research, and are required to credit your account while they investigate. Today, XX/XX/XXXX would have been 10 days, but the claim was closed, and when I called to ask why it was closed, I was told it was because it wasn't reopened correctly. I asked if the 10 day " clock '' to credit the account started over and she said yes. I escalated to a XXXX who told me I should write a letter to Bank of America explaining my side of the story. I just continue to get the runaround when it's clear this is fraud based off of the following : The website used to make the purchases has been shutdown, and was out of XXXX, LA ( I live in XXXX, XXXX ), there were multiple attempts to use my card in XXXX after it was shut off on a Gift card and at XXXX XXXX XXXX, the customer detail information is incorrect, the XXXX address of the purchase was in Alabama ( XXXX ) and again, I live in XXXX, XXXX, and the shipping address for the items was incorrect. 

The business denied my claim with the following : Unfortunately, we are unable to approve your recent claim. Our research included the information you provided with your claim, your account history, the monthly account statements we sent you ( which I was never sent ), and if available information from the merchant, such as a signed receipt or contract ( which I've never seen as the charge was made online. ) We made the decision because : The charge was authorized by you or made by someone who has permission to use the card or account ( this is completely false! ) The reason they are giving me as to how I supposedly authorized the charge is the person had the correct CVV.

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