Consumer complaint received 2020-02-28
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Chronology of events : Wednesday XX/XX/2020 : I discovered two charges ( {$1400.00} and {$200.00} ) that were not authorized by me, the account holder and only beneficiary of the account linked to the debit card ending xxxx. The debit card is in my possession and was never lost or misplaced at any point.

I immediately called BofA to report the transactions, dispute the charges and cancel the card. The BofA representative cancelled the card and ordered a new one. The BofA representative did not encourage taking any further actions, as this case was now in BofAs hands and the charges would be credited back to the account in a few days. At the time of the call the transactions did not yet clear. No claim number was provided by the BofA representative. 

Friday XX/XX/2020 : I called BofA again, as I noted that the payments cleared. The BofA representative responded not to worry, the transactions were still under investigation and the money would be credited back to the account the following Tuesday or Wednesday ( due to the national holiday on Monday XX/XX/2020 ). 

Thursday XX/XX/2020 : I called BofA again, as I did not see any credits to the account. The BofA representative was not able to find any claim/dispute, so the representative started a new claim/investigation. 

Friday XX/XX/2020 : I received two letters from BofA both dated XX/XX/2020. One was for the cancellation for a duplicate request and the second was to inform that the claim was denied. 

Wednesday XX/XX/2020 : After a number of unsuccessful tries to the reach the investigation team via the number noted on the letter from XX/XX/2020, I was finally successful in reaching a BofA representative, who explained the only way to reopen the case was via a letter send via mail or fax! 

On XX/XX/2020 a letter was sent asking to re-open the case. 
On XX/XX/2020 same letter was faxed from a BofA branch to the fraud department. 

On XX/XX/2020 I called the fraud department at BofA again, who told me that the letter was received on XX/XX/2020 and that it can take up to ( 45 ) days to reopen my case. 

I would like to note that I do not recognize both of the aforementioned charges, which were not initiated by me. While waiting for BofAs resolution I reached out to both vendors the orders were placed with. Both vendors were not able to provide more details, but confirmed that the transaction confirmations were sent to emails not connected to me or my account ( in one case where I have an account ). In addition, the deliveries of the orders were both redirected to an address in the XXXX NY by an individual that the vendors were not able to disclose to me ( I included screenshots of XXXX  alerts in letter to BofA ) There is no absolutely no reason for BofA to continue to withhold MY money and deny this claim. Again which was made within HOURS of when the fraud showed up on my online account and BEFORE the funds were cleared. 

I would like to ask the CFPB to help me expedite the resolution with this case with BofA and support me in my efforts to get my funds back asap. 

Thank you, 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