Consumer complaint received 2017-04-24
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: SC
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 had to open  XXXX  disputes with  Bank of America  on  XXXX / XXXX / XXXX  after experiencing a medical event prior to that weekend that left me with no memory of approximately four days which would have been from  XXXX . During that time there were  XXXX  transactions made that I am unaware of making those being as follows :  XXXX / XXXX / XXXX    XXXX   XXXX   (  XXXX , SC  XXXX  {$20.00}  XXXX / XXXX / XXXX   XXXX  {$86.00}  XXXX / XXXX / XXXX   XXXX   XXXX  ( ATM Withdraw ) {$100.00} Now when the claims were made at the local BOA Branch ( Near  XXXX   XXXX  ) in  XXXX , SC with the banker sitting at her desk and placing me on the speakerphone so she heard everything that was stated. I informed them that I was unaware of making these charges and would like to dispute them, we went through the general questions about where was the card kept, where was the PIN kept, Was it ever out of my reach, etc. I explained to them that first off I had no memory of those days because of the transient global amnesia ( which I sent the medical release records to them ) and even informed them they could contact the releasing doctor because with this condition you may never remember events, can be talked into doing things you normally wouldnt and have no memory of them, etc. I informed them that my card is kept in my phone case near my Drivers license which has my birth-date on it, which the year was the PIN and anyone could have had access to that information when I was knocked out, asleep or whatever because even my tox screen test showed high levels of toxins in my system that I did not ingest. They said that they would start the dispute process and make a general decision to offer temporary credit or not within 10 days while they research the claims. Again the claims were broken into  XXXX  claim s Claim  # :  XXXX  ( for the {$86.00} and {$20.00}  )  and Claim # :  XXXX  ( for the {$100.00}  XXXX   XXXX   XXXX   ).  Well everything seemed to be going fine I was issued temporary credit for the {$100.00}  ( Claim  #  XXXX  ) and was checking on the status of the  Claim  #  XXXX , which was never issued temporary credit for and still has not been. But of note it should be noted that on  XXXX / XXXX / XXXX  @  XXXX  I received a call from a  XXXX  with the fraud department whose message stated verbatim as follows " Hello this is  XXXX  call from  Bank of America Fraud Claims  this message is for  XXXX   XXXX   if  you could please return my call at your earliest convenience at  XXXX  again that number is  XXXX  ). I saw the message and called her back it was  XXXX  and since their was no extension to call I had to go through the customer service side which took roughly  10 mi nutes only to be patched over to the claims department where that agent looked into the claim and said they were calling to ask me some questions about the claim, which were the same questions answered when the claim was filed at the bank location and then stated that the claim had been denied because they could not reach me when they contacted me for this information. I informed him that this was not even 20 minutes ago since I was contacted for this information and I was informed that he was sorry all he could do was ask that the claim be reopened but that no temp credit would be issued since the claim had been denied. I even informed him I wanted to speak to  XXXX  manager because how can you deny a claim with in 20 m inutes of calling someone and stating to call you back at their earliest convenience, if it was that important shouldnt something else have been said. He just apologized and stated that he would put in the request and someone would call me back within  24-48 hours. This infuriated me so I emailed the BOA  president on Saturday morning about this matter and ask him to get involved because this was not right to cancel a claim after  20  minutes of calling someone and not telling them you needed to speak to them by the end of the day. I wake up this morning  XXXX / XXXX / XXXX  and receive emails stating that the claim for #  XXXX  was reversed and the temporary credit would be withdrawn from my account on  XXXX   XXXX  and to contact them if I needed copies of what they used to make their decision. I contacted them and spoke to a agent by the name of  XXXX  out of Georgia, who informed me the claims were linked ( meaning the same agent could have worked both claims ) and that the claim was denied because I had a history with   XXXX   of a purchase on  XXXX / XXXX / XXXX  ( which I asked him how does one purchase in like 5 months establish a history with the merchant, and he said that was  one  reason it was denied, then he stated that I had stated that the card was always in my possession and no one else never had access to my PIN, and since the PIN was entered correctly the first time the research team had decided I made the purchase ), which I never informed them I informed them of exactly what is written above in beginning of this complaint. I feel as if this research department is ignorning information  (  both medical and about the location of PIN and card that has been given to them since the beginning of these disputes ) and feel that this is in retaliation by the bank or the banks employee for me reaching out to the  President  on Saturday to state my issues with his claim representative closing the claim with in 20  minutes of calling a customer.

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