Consumer complaint received 2025-05-19 00:00:00
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
State: OH

Complaint narrative:
In between the dates of XX/XX/XXXX and XX/XX/XXXX of this year there were several fraudulent charges on my debit card. Upon logging into my account and realizing that there was money missing from my account I immediately called Bank of America to report these fraudulent transactions. Today after receiving a notification stating that the claim investigation had been completed, with no other information included, I called to find out what was going on. When I was on the phone with the representative, he first told me that my claim was denied because it appears the charges were authorized. Most of these charges were from XXXX XXXX, and as I explained when filing my claim, I do not have a XXXX XXXX XXXX have never done any of these types of transactions. Further, the XXXX XXXX  transactions showing on my account has someone else 's name on them, not mine because I don't have one. So I asked how could it appear that they were authorized by me when the transactions have someone else 's name on them and I told you I have no XXXX  XXXX. The representative the changed the reason saying it was because I was accessing my account during the transactions. Me knowing for a fact that this was not true because the first time I logged in my account and saw money missing I called to report it right then and there, I asked could he give me the dates of the log in he is referring to that occured during these transactions because I know the dates I logged in and if there were any logins outside of that I need to know in case someone has access to my account. He stated this information wasn't available. Well how is this being a reason relied upon to deny my claim if the information isn't available? Then he changes it again and says that there was no aggressive activity on my account to make the transactions seem fraudulent.... I have no clue what that even means, I would think someone stealing money from my account every single day multiple times a day is aggressive activity, and the day I actually caught it there had been 3 different transactions from some companies out of state that I've never heard of, 3 companies to be exact totalling around {$500.00} in transactions just that day. How is that not aggressive activity, and why was I never sent a fraud alert from any of these transactions? I had to log in my account to see money was being taken and take it upon myself to move money so no more would be stolen because I received no assistance whatsoever from bank of America. Now they are denying my claim with no reason they can explain to me, and basically blaming me, even going as far as lying saying I was logging into my account when I know for a fact I wasn't, and the day I logged in is the day I called. This is completely unacceptable as bank of America has not taken my case seriously or obviously done any real investigation as they have absolutely no information to offer. I asked that my claim be escalated, to which I was told would be 90 days and I would not receive any credit until then. This is absurd as I don't believe and hope that they would not treat any other customers this way. I feel I'm being treated this way because I'm young and they think they can tell me anything and just blow me off.

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