Consumer complaint received 2023-11-13
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:
On XX/XX/2023, I received a notification from my Bank, Bank Of America stating a transaction of {$180.00} at store XXXX could not be processed due to insufficient funds. Upon looking at my bank statements a total of {$780.00} was taken from 4 different stores at a Mall I never shopped at that day. I called one of the stores to see if they had any information on the transaction. They stated two men came in to their store around XXXX to purchase a cell phone. They were able to send my girlfriend camera footage of the two men I don't know, use my card to purchase the phone for {$560.00}. I ended up going to the mall to see if i can talk to the other store owners that these men used my card at. I also called my bank to let them know about these charges i did not authorize to get my money back, they gave me the names of the stores my card was used at, {$5.00} at a Massage chair, two charges of {$100.00} to a unknown perfume store and the {$560.00} used at XXXX XXXX. They stated they would refund the money with no issues. When i arrived at the first store XXXX XXXX they let me know the guys used a red card and was able to provide a pin number. They weren't able to provide names to the men and stated we would have to submit a Police report. We went to the second store, XXXX and asked about the declined transaction made, the cashier was able to provide the receipt and a name was provided on that receipt. The cashier let me know the person tried to swipe the card once more but stated it was declined. That is the notification i got on my phone stating to me i had insufficient funds due to the charges. We then reached out to Mall security that gave us a number and email for the Mall security manager to see if we can get camera footage of outside the stores and maybe even the car they drove. My girlfriend emailed them and they stated to her they do not have cameras outside of the stores, only way we could get camera footage is if we reached out to the individual stores. With no luck I went back home and called XXXX to file a police report, i have a police report number that was provided to me but have not heard back from anyone since then. On XX/XX/2023, Bank of America charged my card a total of {$780.00}, upon calling them to discuss these charges they let me know they investigated the incident that happened on XX/XX/XXXX for the fraudulent charges and stated that i was responsible for these charges and found i was the one who made these purchases. They also stated they sent a letter out to my address stating the reasoning and to take further action if needed, but i never received this letter and would have called the bank right away with updated information if they needed. The man stated he would reopen the case to have them investigate once more. After not hearing back from the bank, I called Bank of America back on XX/XX/XXXX and the rep had stated he would close the previous case again and reopen a new one with the new information including the police report number. I have not heard back from anyone since. I believe my card was clowned some how, it was used without my permission and that money was stolen from me. I am deeply disappointed with Bank of America for stating I was the one who authorize these transactions. I would not go as far as filing a police report if this was the case. I am in need of help with trying to get my money back, this has caused a great amount of stress in my life.

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