Consumer complaint received 2025-01-30 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: CO

Complaint narrative:
Dear CFPB, I am writing to file a formal complaint against Bank of America regarding their handling of my chargeback claim for unauthorized transactions that occurred with XXXX XXXX. Despite my providing clear evidence of unauthorized activity, Bank of Americas decision has been unsatisfactory, and I believe the bank has not fairly reviewed my case. 

1. Unauthorized Transactions The disputed charges, totaling {$16000.00}, were made to XXXX XXXX, and I immediately suspected that my personal information had been compromised. I reported the issue to Bank of America on the same day the transactions occurred and made it clear that I believed my account had been accessed without my authorization. 

2. Merchant Information Mismatch Bank of Americas fraud department considered evidence from XXXX XXXX, but the information provided by the merchant did not match the details Bank of America has on file for me. Specifically, the address, phone number, and IP address associated with the disputed transactions did not align with my account. These discrepancies indicate that the charges were unauthorized.

3. Failure to Provide Evidence of Authorization XXXX XXXX has failed to provide compelling evidence that I authorized the charges. In fact, they made a false claim that I authorized the charges through my phone, but no proof has been provided to substantiate this statement. This unsupported claim should not have been considered in the banks review of my case.

4. Violation of XXXX Guidelines XXXX XXXX  did not meet Visas Compelling Evidence Guidelines, specifically under reason code XXXX. The evidence they provided was insufficient and did not demonstrate that I authorized the charges. Additionally, XXXX XXXX submitted their evidence beyond the XXXX deadline, which should have invalidated their submission in the claims process. 

5. Bank of Americas Reasoning Bank of America has stated that I authorized the charges because the pattern of activity did not reflect that of a complete stranger. However, this reasoning is flawed. There is a very high likelihood that someone I know has compromised my information and used it without my consent. The fact that the charges may not be from a stranger does not prove that I authorized them.

6. Delay in Filing the Claim I was advised by a Bank of America representative that I needed to wait until the transactions posted before I could file a claim. As a result, I followed the banks instructions and filed the claim after the charges posted. This delay in processing further complicated the situation. 

Request for Resolution Given these issues, I believe Bank of America has not properly handled my claim and has failed to take into account key pieces of evidence. I respectfully request that the CFPB investigate this matter and assist in ensuring that Bank of America reviews my claim fairly and makes a decision in my favor.

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