Consumer complaint received 2021-03-17
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/2021 at approx. XXXX XXXX Central Time, my mine and my wife 's checking and savings account was hacked and all but {$14.00} was transferred via XXXX XXXX to a hacker. The hacker was also able to transfer {$490.00} from our savings account to our checking account during this process. The total amount of money lost was {$5900.00}. 

I was made aware of the fraudulent transactions at approx. XXXX XXXX Central Time, and called Bank of America Fraud Claims department to report the fraudulent transactions. The fraud claims customer service team reported my claim, but informed me that until all transactions were still " processing '' and nothing could be done until the transactions " processed ''. That same day, I filed a police report through our local police department. 

On XX/XX/XXXX, the transactions " processed '', and I called the fraud claims department to help expedite the process at XXXX XXXX central time. To my surprise, the claim had already been denied, and stated that information requested had not been received. I informed the customer service team that I had filed a police report and was working on a written statement to support my claim. She then requested for my claim to be reconsidered. 

I faxed my written statement and police report to Bank of America 's fraud department on XX/XX/XXXX at approx. XXXX XXXX central time. 

I reached back out to Bank of America 's fraud department on XX/XX/XXXX to follow up on the claim, and the customer service agent, stated that they had received the faxed information and reopened the claim, and that it would take 2 to 3 business days for review. I also told Bank of America that I believed that the claim was also made against transactions that I did not report, and that were authorized and to please remove these from the claim, to which she added this note. 

On XX/XX/XXXX at approx. XXXX XXXX central time, I was notified that the claim had been denied once again. I immediately called the Bank of America 's fraud department and requested to speak with a supervisor. She read aloud the reason for the claim being denied, which included inaccurate information based on my claim notes from previous calls. I then described my situation to the supervisor, and she added the more detailed notes and informed me that all " holes '' had been filled, and my claim was very strong. She also stated I would hear back in 2 to 3 business days. 

On XX/XX/XXXX at approx. XXXX central time, I was notified that the claim had been denied once again. I immediately called and was able to get on the phone with another supervisor. She looked into my claim to " catch up '' and was also very confused, as the notes from the Research teams report, had information regarding XXXX XXXX and XXXX, which was never a part of the claim process in the past. She then instructed me to fax a written letter and the police report to them to help explain the situation. I informed her that I had already done so, and she responded that they updated the system and she could not see where that information had been sent. From there, I went through the entirety of my situation from beginning to end. She took detailed notes, read them back to me to make sure they were consistent with the report, and then reopened the claim with the additional information. I then asked her where I stood on being able to get my claim approved. She stated that it " wasn't a lost cause ''. 

On XX/XX/XXXX at approx. XXXX XXXX central time, I was notified that the claim had been denied for a fourth time. I called the fraud department at XXXX XXXX central time the next morning, XX/XX/XXXX ( today ). I asked to speak with a supervisor. The supervisor responded to the customer service agent via message, stating that there was nothing that the supervisor could do, unless I had additional information to add to my claim. She also informed me that this was the 2nd reconsideration request to the claim. I then informed her that the claim had been denied 4 times and this would be 5. I asked her to read me the report on why the claim was rejected. The report read that two large sums of money had been deposited a couple days prior to reports of fraud claims where large sums of money had been withdrawn from the account. The amounts she stated were deposited were my wife and I 's direct deposit paychecks that are deposited consistently for the same amount each month and had nothing to do with the fraudulent charges. She stated that if there was no additional information to be added to the claim, than they would not reopen it, and we ended our phone conversation. 

All in all, Bank of America has refused to do there due diligence in researching my wife and I 's fraud claim, have not taken down consistent notes with my reports, and are grasping at straws to deny our claim. 

We have also reported the fraudulent transactions with XXXX XXXX and have gotten nowhere as well.

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