Consumer complaint received 2016-09-08
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MA
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
XXXX 2016 I traveled from XXXX to Arizona, XXXX and XXXX my longest stay was XXXX, I traveled back to XXXX XXXX XXXX, 2016. I personally used my debit card twice both to withdraw money from an ATM both for the total of {$100.00} on XX/XX/XXXX. While traveling and while in XXXX I noticed that my card was being used in XXXX XXXX for a total of {$140.00} all unauthorized transactions. I logged into my online banking while on vacation daily to see the transactions posting, I was previously told by my bank in different occasions that I can not entered a fraud claim for transactions that have not posted. I waited until all transactions posted and cleared and called my bank to report the claim by which time I was already bank in XXXX. 
The first report was done of XXXX XXXX, 2016 Bank of America sent me a fraud statement and a letter saying my claim was received on XXXX XXXX and gave me provisional credit in the total of {$140.00}. I received two different letters on XX/XX/XXXX and later on XX/XX/XXXX stating that my provisional credit was going to be reversed, reversal of the credits happends on XX/XX/XXXX. I reentered the claim from XX/XX/XXXX-XX/XX/XXXX in total of XXXX claims which all got denied and the money until this day has not been put back into my account. 
I have no merchandise for the {$140.00}, I did not purchase anything from XXXX and I did not traveled to XXXX in the days in question. I have been more than corporative with Bank of America regarding this issue, I have called numerous of times spoke to different people regarding this claim, received the same excused over and over. There reason for denying the claim is that " no posting error happened ''. Last called I made on XXXX/XXXX/2016 the representative from Bank of America I spoke to provided me a more detailed information as to why my claim was denied she mentioned the following. 
1. I logged into my account online on multiple days ( I did so because I was waiting for the transactions to post as I was advised before that the transactions need to post prior to me calling and report the claim ) 2. I did not block my card in time ( I was out of the state and did not want to be without my card, I had taking cash out of the ATM to cover me for the days I was out ) 3. It took me long to file the claim ( I did not report it in time because I was waiting for ALL of the transactions to post ) 4. I did traveled to XXXX ( I did not traveled to XXXX AT ALL and I have my flight information as prove which I have mentioned I can provide them a copy ) 5. My chip card was used and nobody could had figured out my password ( I have had previous fraud on a chip card before and my password was also compromised and used with the card and that reason was never giving to me before ) This entire claim has been poorly handled by Bank of America. I never authorized the transactions, I have never travelled to XXXX AT ALL not even on the days in question, I have no merchandise for whatever was purchased and my card was in my possession the entire time. I will like this matter handled and my money back into my account for the full amount of {$140.00}. I have mentioned before that I am willing to prosecute whoever did the transactions. I should not have to go through this headache of retrieving all of this information and doing the leg work for Bank of America when I know the transactions where not authorized by me and where not done by me at all. I am very dissatisfied with the services I have received during this claim and I will be considering closing my accounts with this bank. The poor service I received is ridiculous, I have never experience a mishandling of a claim this badly. Once again I do not have any merchandise that was purchased totaling {$140.00}, I have never travelled to XXXX, I have no knowledge of the suspect and my card was in my possession the entire time.

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