Consumer complaint received 2019-10-21
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IL
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XX/XX/XXXX my purse was stolen, which included my wallet ( with my credit cards ) and my phone. Upon getting home and  accessing my emails via my laptop i discovered an email requesting a change to my credit card pin. I immediately called bank of america to lock my credit card and request a new one which was when i was told someone had changed my PIN via my phone has used the ATM to withdraw {$2000.00} from my cash advance. However they immediately filed it as a fraud claim and refunded the money back to my account however they stated they will be investigating the transaction and provided XXXX XXXX Fast forward to XX/XX/XXXX i was told that the claim was denied and the money was debited back into my account so i called them to discuss why it was denied, they advised because it appears i was there when it happened, i explained what happened all over again then they asked for a police report which i promptly filed and a copy was sent to them. 
On XX/XX/XXXX i received a call from a Claims rep who  interviewed and asked a series of questions, which i responded to and the he told me the claim was approved and the {$2000.00} will be put back into my account within 3 business days and they  sent a letter also confirming same. ( Copy attached ) On XX/XX/XXXX i called BOA back and spoke to a rep who also confirmed that he can see the claim has been approved and i should give it another 4 business days. 
On XX/XX/XXXX I called BOA yet again this time spoke to a lady also confirmed the claim has been approved but it will take another 60 days for the money to reflect, which i balked against. I then checked my credit score to see it has dropped 40 points  due to this charge. I am planning to buy a house in the near future and i have worked really hard to build my credit score to where it was before BOA caused it to drop. 
On XX/XX/XXXX I called BOA and spoke to yet another rep who apologized for the trouble, confirmed yet again that the claim was approved and promised me unfailingly that it will clear in 7 business days which was the XXXX. 
Today is XX/XX/XXXX and the money is still in my account. So i called back and requested a supervisor who now tells me the claim was still under investigation, after i was told by 4 different people that it was approved. When i asked about the letter i received i was told it was sent out mistakenly. 
It makes no sense to me that an institution as big a BOA can send out letter mistakenly to reassure their customer and also have 4 different employees tells me a claim was approved. Were they not reading the same notes? This was a fraudulent claim and i do not understand why i am been treated unfairly. Now i am been charged interest every month, why was i promised 100 % fraud protection only to be left unprotected by the very institution that made the promise? They were supposed to let me know if anything changes, and when i asked of anything changed, they said nothing did. So what was the reason for the delay, they could not say, just gave the usual " it's under investigation ''. 

I am pretty frustrated and i hope this resolves the matter. This is my 2nd issue with BOA and i can't help but feel i am been discriminated again. This is simply unfair. 

Attached is a copy of the letter from bank of america.

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