Consumer complaint received 2024-08-16 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: AZ

Complaint narrative:
On XX/XX/XXXX I filed a fraud dispute with Bank Of America regarding the following 3 Debit transactions : MERCHANT NAME XXXX XXXX XXXX XXXX XXXX NY XXXX RECURRING TRANSACTION AMOUNT {$130.00} DISPUTE AMOUNT {$130.00} MERCHANT NAME XXXX XXXX AFFIRM.COM PAYMENTS AFFIRM.COM CA XXXX TRANSACTION AMOUNT {$130.00} DISPUTE AMOUNT {$130.00} MERCHANT NAME PURCHASE XXXX XXXX XXXX CA XXXX RECURRING TRANSACTION AMOUNT {$170.00} DISPUTE AMOUNT {$170.00} XXXX received a credit the following day. They also stated that they would cancel my card and issue me a new one. They also warned me that while they are putting in place a block of the Merchant they can still sometimes find ways to get a transaction through the block. 

On XX/XX/XXXX, just over 1 month later I discovered many fraudulent transactions and submitted another claim : Account ending - XXXX Claim ID : XXXX There are too many transactions to list out. 

14 days later I received a message stating that my claim has been denied because the card was used properly or was used by an authorized person. 

Both of those statements are patently false. 
XXXX example to show there was literally no investigation done whatsoever, is the transaction to XXXX XXXX that was listed in the first claim and approved as unauthorized, did in fact exactly what the original employee that took the first claim stated they might do. 

8 days and 17 days after my first claim, that same company XXXX, XXXX new names of XXXX XXXX XXXX XXXX and XXXX XXXX XXXX charged nearly XXXX to my new card once again. And this was just one of the merchants that charged my accounts in the second claim. The second claim was for a total of nearly {$1500.00}.

How is the company able to charge me again, and BOFA state that i authorized this transaction the second time, but I didnt the first time, and the fact that they clearly changed their name just enough to overcome the block of that merchant.

I have made multiple calls. on 2 occasions the representatives disconnected the calls in the middle of the conversation as if the calls failed. i have called and been on hold for over XXXX hours of time total. I can show you the call logs if needed. I have been transferred from customer service, to fraudulent claims, to Fraudulent claims status updates and then finally onto Existing Fraudulent claims for Debit Card Transactions. 

Each of these departments claimed they had no idea how this happened or how to fix it. They all have different closing times as well. I believe intentionally, the bank does this to prevent having to comply with their stated claim that customers will not have to pay for unauthorized transactions. 

A claim that many customers use as the best reason for choosing Bank of America. 

I have been a customer of Bank of America for more than XXXX  years. I haven rarely had to file a claim, but in the worst time of fraud against me, BOFA made efforts to avoid backing up their offer of security for their customers.

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