Consumer complaint received 2024-03-05 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: CA

Complaint narrative:
On XX/XX/XXXX, my car was broken into while I was surfing and my phone and wallet were stolen. The thieves then used my debit card and phone to make XXXX fraudulent charges on XX/XX/XXXX. They involve purchases at XXXX ( {$5100.00} ), a purhcase titled XXXX  ( I believe I was told it was XXXX XXXX XXXX ) ( {$730.00} ), and XXXX XXXX XXXX ( {$23.00} ), places that I have never engaged in before, raising clear red flags of fraudulent activity. Upon realizing I had had my car broken into and my phone and wallet stolen after surfing, I immediately drove to my friends house and tried to log in and claim fraud. When I tried to log in I was unable to, and I believe the thieves had used my phone to change my log-in and keep me out. Without a phone to call BofA, nor my card information to demonstrate my identity, I drove to the bank the first thing in the morning of XX/XX/XXXX. I cancelled my card and initiated the fraud claim process with the Bank of America branch manager as quickly as I could. I was then credited the XXXX in early XXXX. Then XXXX months ( XX/XX/XXXX ) later the entire credited amount was removed and my status was updated to denied. I reached out to the claims representative and she told me that they had sent a letter ( still to this day have not recieved said letter ) and that they had even tried calling me to ask more questions about my claim. She said she had no information on why my claim was denied and couldn't transfer me to the investigations team. When I asked her about the attempts of the investigations team to contact me she said that Bank of America had called once and that they hadn't left a voicemail. How am I supposed to recognize an unknown number and know it was the investigation team at Bank of America without a message or follow up calls? I wouldve been completely cooperative and could have even shared critical documents to the investigation such as ( a police report, a letter from XXXX XXXX  approving my fraud claim from the same event with my credit card with them, and a reciept showing the repair of my broken into car window ). She then said that is was too late for me to extend or appeal and that I would need to fax a letter and documentation to the investigations department with supporting documents for A Request for Reconsideration. On XX/XX/XXXX I took off work and called the claims department with the local bank manager. We were on hold for an hour and forty minutes, transered 3 times, and finally were told that I could re-submit my claim but they would not credit me the missing amount and that they would have a decision within XXXX business days. I then faxed the documentation. This entire process since XXXX has caused significant financial distress and unstability for me and now I am being told I need to wait another 45 business days, without even a credited amount. My entire savings have been drained, without ample warning or follow up right before my rent was due which put my account into the negative. I have been a customer since XXXX and have always maintained a postive account balance. The thieves spent more in XXXX purchase then I have ever spent in an entire month. The lack of effort, communication, and care from Bank of America has caused me much undue stress, both financial and mental.

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