Consumer complaint received 2022-07-28
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:
XX/XX/2022 XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX XXXX XXXX To Whom It May Concern : I am including a copy of this complaint to the Consumer Financial Protection Burueau, The Federal Trade Commision, XXXX XXXX Attorney General of Texas, CEO of Complaints for Bank of America, XXXX Executive Complaints am writing this letter about the following XXXX Debit card transactions : My Bank of America XXXX debit card was used for the following transactions : XX/XX/202XXXX XXXX ( merchant : XXXX  ) {$1700.00} XX/XX/2022 XXXX ( merchant : XXXX  ) {$1700.00} A total of {$3500.00} On XX/XX/2022, I purchased a XXXX XXXX XXXXXXXX XXXXt for XXXX XXXX  for my husband on the website XXXX.us. The full payment was processed thru XXXX. On XX/XX/2022, I logged into the website to verify the shipping date, because I wanted to ensure it would be received by XXXX XXXX  The order # : XXXX showed cancelled? I then tried to contact XXXX at XXXX and the number was not in service. I immediately contacted BOFA and advised them that there was an issue with my online purchase. Not only was the order completely cancelled, but their business number was not in service. Bank of America advised me that I would have to wait 14 days before I could file a dispute. I advised the rep that it could have been a fraud website and that I was scared that my debit card number was compromised. She said that this issue was a dispute because I initiated the charge. 

I then called back XX/XX/2022 to follow up with the dispute because the product was not received in the mail. Additionally, on XX/XX/2022 XXXX from the same merchant did another transaction of {$1700.00}???? I only authorized the XX/XX/2022 charge ( 1 payment : paid in full ). 

How can this happen? Am I not protected thru XXXX and Bank of America? I am broke, unable to pay my bills and not able to enjoy summer vacation with my kids. How does this even happen? I couldnt even pay my XXXX house payment. 


I have spent hours on the phone with both Bank of America and XXXX. I finally spoke with a supervisor with Bank of America, XXXX ID : Arkansas XXXX, he said that they do not issue provisional credits because of the amount of the transaction and that it is on NON E regulation charge back. What does that even mean? I never authorized the XX/XX/2022 {$1700.00} transaction!!!!! 

Additionally, on XX/XX/2022 I finally got thru to XXXX ( XXXX minute hold ) and spoke with XXXX. She explained that BOFA did a charge back on XX/XX/2022 for {$1700.00} and that they had the {$1700.00}. She also opened an investigation on put a hold on the funds for the XX/XX/2022 charge. She advised that I would be refunded for that transaction as well. I contacted XXXX again on XX/XX/2022 and once again was advised that everything would be handled to not XXXX out. 

Today, is XX/XX/2022, nothing has been resolved by Bank of America or XXXX. I have copies of screenshots, XXXX phone logs showing the calls, as well as the last 5 phone calls between BOFA and XXXX recorded through an app on my phone. Can someone please help me to resolve this situation and hold both Bank of America and XXXX accountable. Please help me to get hard earned money {$3500.00} returned to me. 


Sincerely, XXXX XXXX XXXX

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