Consumer complaint received 2016-08-31
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MO
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
On Friday XXXX XXXX 2016, I checked my bank account to make sure I had the funds to pay my housing rent ; I had quite a bit more than enough. I went to XXXX to get a money order, but the XXXX was not open so I decided to get a card for my phone ( it 's prepaid ) while I wait. This transaction went through just fine. Not 10 minutes later, though, when the XXXX XXXX opened, I tried getting my money order but the transaction was declined. I tried again, as I know that glitches happen and I knew that there was significantly more than enough in my account. Again, the transaction was denied. 

I called Bank of America to find out what was going on and was told that my account was locked for " fraudulent activity ''. I was given a few different reasons as to what flagged my account : the daily coffee that I got at my usual gas station, the fact that I transferred money at the ATM ( just after XXXX, so the bank was n't open ... still, not uncommon, as this is the only way I have to transfer money between accounts since I work during their business hours ), the fact that I purchased a phone card at a XXXX less than XXXX miles from the one I usually go to ( but was closer to where I was this morning ), and that I was making " such a large, unusual purchase '' for my monthly money order. I explained that the only thing truly unusual was that I made my coffee purchase about an hour earlier than usual. I explained that I purchase a money order from XXXX every month between XX/XX/XXXX and XX/XX/XXXX in the amount of {$700.00}, and that I always purchase a time card for my phone at the same time, which costs $ XXXX-XXXX, depending on the plan I get. I was told when I called at XXXX that the block would be removed. 

I did a chat online around XXXX with an agent to verify that my card was clear to use. The agent I spoke to told me that my card was still blocked, and that I would have to call the Fraud department at XXXX to get the block removed. I asked what I needed to do to have the fraud feature removed from my card, as this " block '' happens far too frequently, and I was told that I would be able to have the Fraud department remove this feature. I called the Fraud department at XXXX and was told again that the block was removed and that this fraud feature would be removed from my account. 

At about XXXX, I attempted using my card to get something to eat at work, but it was denied again. I did a chat online again, and was told that my card was still blocked. I called the fraud department back at XXXX and was told that my card was " clear '' and should be able to be used. I was also told this time that the fraud feature can not be removed, even though I do not have the kind of card that it is automatically added to. I raised the concern that it only flags those transactions that are my usual, but does not flag anything that is not common for me. For example, I had to make a trip to Kansas XXXX the week before ( about three and a half hours from home ) and used my card a few times ... none of those transactions were flagged. I have had countless coffee purchases ( same store, same amount, done Monday through Friday ... I think that 's good enough to be considered " normal activity '' for me ), gas purchases ( always from XXXX of XXXX gas stations, all within a XXXX mile radius, and always for $ XXXX-15, except on Fridays when I fill up for about {$30.00}, depending on current gas price ), grocery purchases ( always the same store, ALWAYS ... I only shop in one place ) ... all my usual places get flagged as " fraud ''. I was told the block would be removed. 

I checked again at XXXX, and I still was not able to use my card. This has been an ongoing issue with their so-called " fraud protection '', and it always takes hours and several calls/chats to get anything resolved. 

( This was originally submitted to the XXXX but no resolution was obtained there. )

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