Consumer complaint received 2015-10-28
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX there were several suspicious debit card transactions charged to XXXX listed on my checking account totaling over XXXX fraudulent transactions. I called Bank of America to try and resolve the issue. The woman who I spoke with initially told me that I would have to transfer funds from my savings account into my checking. I was in disbelief and when I objected, she finally proceeded to give me another option ( which she probably would not have mentioned if I went along with her first suggestion ). 

After a few more calls and speaking with a few other people, I was able to get a claim started wherein I was promised that an investigation would occur to look into the allegedly fraudulent charges. Temporary credits were placed on my account. I received a letter from Bank of America dated XX/XX/XXXX. The letter stated that my account had been credited back for all the fraudulent charges and that " This credit is permanent and we [ Bank of America ] now consider this claim resolved. '' I was under the impression that there would be nothing else for me to worry about regarding my funds. 

However, on XX/XX/XXXX there were numerous holds on my checking account which eventually cleared as " Misc Debit Adjustments ''. The amount totaled {$500.00}. I immediately contacted Bank of America customer services to try and understand why this was occurring. I was first told that the holds would clear and I would not have to worry about any funds being deducted. When I called back a few hours later, a different person told me that the holds had been placed by Bank of America and they would not be able to tell me anything more until the transactions had cleared. 

When the transactions cleared, the customer service representative who I spoke with ( a completely different person from the previous 2 calls I placed ) advised me that the Bank was indeed taking the money out. He was very unclear as to why the amount was being subtracted from my checking account, and seemed to be a bit unsure himself of what was happening and why. Throughout this process, I was put on hold numerous times. After a few minutes, I came to understand that XXXX had made their own adjustments ( giving partial credit back to my account ), which resulted in an excess of {$500.00} in my account. 

At this point, I inquired as to why I was never informed beforehand that this amount would be deducted, especially all at once - considering Bank of America is fully aware of all it 's own policies regarding overdraft fees and so on. The man I was speaking with responded by stating that I had already been informed that the deductions would take place. When I told him I had never been notified, he simply stated that I should have been advised of the withdrawal. Had I known this would happen, I would have planned accordingly so that my checking account would not be overdrawn and to ensure that I have sufficient funds to cover the adjustments! The customer service representative continued by stating that he would make a note of my complaint. 

When I asked the Bank of America employee for contact information so that I could submit a complaint myself, I was put on hold for about 1-2 minutes. The man returned to inform me that there was no number I could call and nowhere I could submit a written complaint, but repeated that he would simply make note of my complaint. 

I can not believe that this is the way this company is being run. While I have been a Bank of America customer since XX/XX/XXXX, I highly doubt I will remain. After being advised that an issue had been resolved, only to find that nearly 2 months later, Bank of America wants to take out funds - with no forewarning - I can not say that this is a company with which I would do business. The manner in which this situation was handled by Bank of America is deceiving and unacceptable.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation