Consumer complaint received 2017-04-24
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
I was in  XXXX  staying at the  XXXX  on  XXXX   XXXX  with my entire company for a trade show from  XXXX  when I lost my  Visa Debit Card  and woke up Tuesday morning of  XXXX   XXXX , followed my normal routine and checked my on line account to find o ver 25 tra nsactions in process mostly $  XXXX  {$570.00}. There were multiple transactions {$400.00} and above from purchases made from an unidentifiable merchant as well as other transaction from a  XXXX  's  XXXX  that not only am I a resident of  XXXX , but am not even a member at  XXXX  's  XXXX . There were al so 2 ATM   withdrawals of {$500.00} each of which I never made. I was n't even aware we could withdraw more than {$500.00} per day from an ATM. In the list of transaction on my checking account there were  2 forged chec ks using someone else 's check from a bank called  XXXX   XXXX   XXXX   XXXX   which wrote " Pay to the order of ************ and signed on the front and back for {$1300.00} and {$1700.00}. These are clearly forged checks that did n't come from me and not only are they holding me responsible for these checks, they assessed a {$12.00} return items fee on eac h one. They also withdrew money from my B of A credit cards, which I have 3 of, to pay for overdrafts resulting from this individual making these withdrawals and purchases. These 2 trans action for the checks were listed on my checking account and I clicked on the images to see them and printed them. When you go to my online account, they are mysteriously not listed anymore, I ca n't get an explanation for that or anything else.       Throughout the last almost 12 days, I would call to get status of the claims and was repeatedly reassured that I was 100 % protected by B of A and although it might take the full 10 days, they would return all of my   money back to my checking and savings accounts. I spoke to a rep yesterday because of the 2 letters I received regarding the 2 forged checks and she said not to worry about them and they were probably automatically generated and as of last night some time, which would have been the end of the 10 day period, even if they were unable to reach all of the merchants, B of A will have put back all of the money this person took from my account as well as any fees assessed and they would continue to reach out to the merchants.
This was obviously not the case and this morning when I called a woman casually let me know that my claims were denied and she was sorry. Although I never received one   phone call from any representative from B of A, she proceeded to tell me that it was denied because I not only confirmed that I had possession of the card, but that I authorized all of these transactions.       Needless to say I am speechless and have never felt more helpless. There is no possible way on earth that I would have approved ov er 25 transactions (  and they informed me there were many, many more transaction attempts, but they were not listed on my list of transactions ) of outrageous amounts and when I first spoke to B of A the morning whe  n I realized this happened the first thing I informed them about was the fact that I did not have my Visa Debit card anymore.
I ca n't imagine how anyone who either speaks to me and hears about this story or reads my condensed version about this here, would feel comfortable and feel that their family is safe with their money in checking and savings accounts with Bank of America.       Thank you and I look forward to your reply and what actions will be taken in this matter.

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