Consumer complaint received 2023-07-13
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MD
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:
Noticed three unexpected transactions from checking account ( ending in XXXX ) belonging to XXXX and XXXX XXXX that were not authorized : 1. {$430.00} on XX/XX/XXXX XXXX. {$5000.00} on XX/XX/XXXX XXXX. {$3000.00} on XX/XX/XXXX XX/XX/XXXX, Reported these transactions to Bank of America Fraud Claim Department, and was assigned Claim # XXXX. 
on XX/XX/XXXX, Bank responded in writing, that a credit of {$8400.00} would be deposited to the account while the investigation was progressing, and that did occur. 
XX/XX/XXXX, Bank of America Fraud Claim Department responded in writing, referencing a new Claim # : XXXX, and reported their Research was complete, and the following actions would result : The {$430.00} charge was fraudulent, and recovered to the account. 
The {$5000.00} and {$3000.00} charges were not fraudulent and the {$8400.00} credited to the account would be reversed on XX/XX/XXXX. Bank of America Fraud Claim Department further stated the two transactions totaling {$8000.00} were denied because " transactions in question were completed using a device consistent with previous valid activity and performed by an authorized signer on the account ''. 
The Bank of America Fraud Claim Department provided no way to respond except a phone number to call for help, which only connected to customer service for XXXX transactions. 
XX/XX/XXXX ; Contacted Bank of America Fraud Claim Department, and requested all evidence and documentation related to the transactions in question. Was told the evidence would be forthcoming via email within 4 business days. No response. 
XX/XX/XXXX ; Contacted Bank of America Fraud Claim Department, again requested all evidence and documentation related to the transactions in question. Was told again evidence would be forthcoming via email within 4 business days. No response. 
XX/XX/XXXX ; {$8000.00} was deducted from the account .... leaving the {$430.00} deposit .... 
XX/XX/XXXX ; Contacted Bank of America Fraud Claim Department, again requested all evidence and documentation related to the transactions in question. Was told again evidence would be forthcoming via email within 4 business days. No response. 
XX/XX/XXXX : researched the Payee for the two fraudulent transactions, totaling {$8000.00} - XXXX XXXX XXXX and XXXX- This is clearly an illegitimate business : A website is visible with a phone number with no answer and no voicemail, no email response, a service team, whose pictures and names do not correspond, and a XXXX page that takes you to a foreign destination, in XXXX. 
XX/XX/XXXX : Attended appointment with Bank Manager at local ( to XXXX XXXX ) Branch of Bank of America, to discuss case. Was told by Bank Management that I would need to produce a letter disputing the Fraud ( research ) Department finding, and the Bank could send this letter via fax to the Fraud Dept. Management further related, Bank would not email evidence. It would only come via mail or through on-line account messages. 
XX/XX/XXXX ; visited local ( to XXXX XXXX ) Branch, and Manager there could produce No Fax Number for the Fraud Department. However Manager took a copy of the letter and said it would be attached to internal email to the Fraud Department, and I would be contacted. 
XX/XX/XXXX ; Received Letter from Bank of America, referencing ( original ) Claim # : XXXX, with a page of something purported to be documentation used in their investigation. The image is of such low quality, that it is not at all clear what this documentation refers to.

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