Consumer complaint received 2022-09-09
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
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 noticed a fraud charge of {$2200.00} in my business account ( XXXX ) at XXXX a.m. on XX/XX/XXXX. 
I did not approve this charge. 
The charge was made by XXXX XXXX XXXX. The company processes credit card payments. I never approved this charge. 
I contacted BofA immediately at XXXX a.m. on XX/XX/XXXX and was told to wait until the charge posted on XX/XX/XXXX. 
I filed the XXXX form on XX/XX/XXXX. 
I made mistake on the bank account number and refiled the claim the following Monday, XX/XX/XXXX with all of the accurate information. I submitted a photo by email to the BofA ACH fraud claim email. 
The form indicates that I should wait 10 days. 
I waited 10 days and did not receive any information nor a CLAIM NUMBER. 
I went in-person to the bank on XX/XX/XXXX. They did not give me a claim number nor tell me I needed one. I told them we should FAX another claim, which we did. 
I was then informed by the bank that it would take 45 days to get this resolved. Still I did not have a claim number. What happened to the 10 days as promised? 
I waited another 10 days. I called BofA several times between XX/XX/XXXX and XX/XX/XXXX and no one told me anything about my claim. No one told me I needed a claim number and NO ONE was getting one for me. 
They all told me to wait. 
I finally reached XXXX XXXX XXXX on XX/XX/XXXX. It had been ONE MONTH since my claim. The more time passes, The more the bank claims that they can't do anything, so I suspect they are making me wait so that they don't have to be responsible. 
XXXX XXXX gave me a claim number on XX/XX/XXXX. 
XXXX XXXX also provided to me the name of his boss, XXXX XXXX. She sent an email to me asking the claims department if they were taking action. I got no response from her or the team after that. She forwarded the message to XXXX XXXX XXXX. 
I asked XXXX XXXX for the name of the bank from which the fraud charge originated. He told me XXXX XXXX XXXX. 
I waited another 10 days as indicated by the form. On XX/XX/XXXX, I told them that if I did not hear by XX/XX/XXXX, I would file legal action. XX/XX/XXXX is XXXX 10 days from the time I received my claim number. 
XX/XX/XXXX after threatening legal action, I received a notice from BofA that they can not handle this problem and I have to contact the ACH claims at XXXX XXXX. Once again, if I had not threatened legal action, I suspect they would have let this linger and then claim that I waited too long. 
One of the forms I received today says that the bank is XXXX XXXX. 
My money is gone. I trusted the Bank to protect me and they have done nothing but put me off and provide information that is late, misleading, false, and disrespectful of my trust in the company. 
I am hoping that someone at your organization can help me.

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