Consumer complaint received 2024-11-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX

Complaint narrative:
I am a 15 year customer with Bank of America and recently found myself needing to dispute multiple unauthorized/fraudulent transactions that occurred on XXXX. I called the rep, explained the situation and explained i do use XXXX  and separated which transactions were authorized vs unauthorized. Prior to all of this I had cashed out my XXXX and my balance was much higher than usual which is why it took me so long to recognize the fraudulent transactions. The amounts were small in nature and as I do business with XXXX  on occasion it wasn't until thoroughly looking over my bank statements that I realized how many transactions had occurred without my knowledge. I checked these transactions against my XXXX  account and realized which were mine and which were fraudulent. I called the bank to replace my card and begin the dispute process. They advised me 90 days to make a final decision. As this is my First time disputing Anything with BofA in my 15 years as a customer I anticipated a quick resolution. I received an email stating the temp credit applied was now permanent so I considered the matter resolved. After this, I started receiving notifications that they had denied my claim. I called, spoke with a rep in their dispute dept who was completely confused as to why my claim was denied ( listen to the call and hear for yourself ). He stated the denial reason was based on the fact that I had been ordering XXXX since XXXX  ... I never disputed the fact that I ordered via XXXX and went into detail with initial rep I spoke with in order to separate legitimate vs fraud transactions. That was the entire basis of the denial of the claim, that I had done business with XXXX  previously. This is ridiculous. I work in fraud and have also done dispute investigations ( check my XXXX  profile- 4 yrs of fraud experience with XXXX XXXX ). I understand what a reasonable investigation entails and this was not done in this instance. There were nearly XXXX dollars in fraudulent transactions. All that needs to be done is to verify with XXXX  that these orders did not originate with my XXXX  profile, you can also verify the device ID/geolocation of where these transactions originated and they will not align with my XXXX, XXXX  residence . I have to authorized anyone to order from XXXX  on my behalf or with my authorization. The rep reopened my claim but absent of a reversal of the previous decision and making the outcome right for a longstanding customer I will continue to escalate this issue. This should stand out as fraudulent to Any fraud/dispute rep worth their salt. It's called XXXX XXXX XXXX and you can verify this based on my previous usage with XXXX  ... XXXX dollars in a matter of a month/ month in a half is a glaring fraud indicator. Please make this right, never in my life have I had to deal with something like this and it's been incredibly stressful and time consuming. I will await a response from BofA in regards to the matter and will further escalate as necessary. 

Best, 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