Consumer complaint received 2020-01-30
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: BANK OF AMERICA, NATIONAL ASSOCIATION

Complaint:
On ( date ) I contacted Bank of America in regards to 2 suspicious charges on my Bank of America Visa Debit Card. The 2 charges were posted to my account on XX/XX/XXXX. The charges : 1. {$150.00} 2. {$260.00} The 2 charges were made by a company called XXXX XXXX XXXX XXXX ( this was how it was identified on my statement when I was looking on my Bank of America app. On XX/XX/XXXX I received a temporary credit adjustment for the charges in the following amounts : 1. {$150.00} 2.  {$260.00}. Then on XX/XX/XXXX Bank of America posted a Temporary Credit Reversal for the following amounts : 1. {$150.00} 2. {$260.00} I also received a letter that stated the following : Weve completed our research and closed this claim. Our Records show the transaction activity in question was authorized and posted. 

I was unsatisfied with the results and called the Bank of America customer service number on the the back of my card. I spoke with an agent and explained the situation. I asked what was the reason for the decision that Bank of America made? What qualifies as completing our research? Why was my claim closed and not found in my favor? The agent gave me a strange response that sounded very scripted and specific. The agent said something along the lines of : ... that the charges did not fall into a pattern that Bank of America would consider fraudulent and that there was no attempt to drain my account .... I was unsatisfied with her answer and asked to speak to a supervisor and the supervisor gave me the same response. 

There was no investigation. They did not contact the business. They did not acquire a signature. They did not acquire video. I do not think that they did anything to acquire evidence on my behalf. 

I was unsatisfied with the results and went to my local branch and sat down with one of  the relationship bankers and explained the situation and the relationship banker called Bank of America Corporate Customer Service and put the phone on speaker so that all three of us could participate in the conversation. I told the customer service agent that I was unsatisfied and asked what were my options, as a consumer, to address this issue. XXXX told me the same scripted response. The male agent by the name of XXXX told me that I could ask Bank of America to reopen the investigation and that I could write something in regards to the situation and submit it to Bank of America. I then, sat there and wrote a page in regards to the situation. Then the Relationship Banker faxed the letter that I wrote to XXXX. I then left the Bank. 

A couple of weeks later, I called Bank of America Customer Service to check on the status of the claim and Bank of America stated that the claim was re-opened and that they never received the letter. I then searched for the letter and brought it into the local branch and spoke with the same Relationship Banker and he faxed the letter again. 

Today, I called the Bank of America Customer Service number on the back of my Visa Debit Card and the agent told me that the case was still open and that there was no additional information that could be provided. I asked about the scripted answer that I previously received so that I may hear it again and write it down or if Bank of America could send me a copy. I explained some of the scripted responses. The agent told me that she had no idea of what I was speaking about. I then asked to speak with a supervisor and she told me that she was a supervisor. I asked if there was anything that I could do and she said : no. She told me that the faxed letter was only received on XX/XX/XXXX. She also stated that XX/XX/XXXX will be the 90 day marker. I let the call end. 

The Bank of America claim number is as follows : XXXX I would just like for Bank of America to uphold the Visa rules, that state a card owner is not responsible for unauthorized charges.

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