Consumer complaint received 2024-10-31 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX

Complaint narrative:
BOA sent letter via email re a transaction came in today XX/XX/year> for a {$110.00} transaction as I did not authorize, I Informed this company 2 weeks ago as they forced it anyway, informed BOAs fraud dept and also informed them that I had trouble logging in, have no idea why ; as I also reported to BOA that I'm a party of identify theft. BOA reps are incompetent and majority of the time refuse to assist, give me the run around and or refuse to assist after today, XXXX hung up on me and the audacity to say keep it professional. He's rude upfront. Speaking XXXX and talking fast CLEARLY, wasn't an attempt to assist first of all, he wouldn't allow me to speak and continued to talk over me, just rude, but the audacity to bring up rudeness, he's totally out of line. He tried to blow me off and tell me to file a claim online, as he couldn't take the info over the phone, MY QUESTION : If a customer doesn't have access to online services or doesn't want to file online, BOA can refuse service and only require ONE OPTION online? IS THIS FAIR? He would blow me off by telling me he will send an email and answer the questions just to get me off the phone, I said before you go, I need you to WALK ME TROUGH THE PROCESS. He refused to do so, he didn't want to help me, I told him " Im NOT watching a video per email '' - to file a claim! Tell me what I need to do as refused to do so again and hung up on me. Its impossible to get assistance from CS and FRAUD Dept, they make it difficult and very time consuming & impossible to get someone over the phone to assist. XXXX said its BASIC ... first of all, I didnt ask for his opinion on the time constraint and or the process -- After having an act with this bank over 30 yrs, I'm treated like trash. I refuse to allow these ppl to refuse assistance. He tells me the process is basic as NO BANK but BOA require to watch a video and a long dragging process and refuse to walk me thru filing a claim for an unauthorized transaction and allow my act to be in a negative is nothing but a set up. as they are as much as fraud as this party that submitted the transaction. BOA continues to treat me unfairly- Their employees like XXXX in TX was a waste of time and my money, stressful -, he first answered the call by talking super fast as I didn't understand a word he said as I stated, I speak XXXX, he speaks " broken XXXX '' and unfortunately its the truth. Its not my fault I dont understand/comprehend broken XXXX. BOA expects customers to understand this man is disturbing and takes more time and pretty much no assistance and the run around. verifying my name, because he cant comprehend clear XXXX and aware of how to pronounce basic words as they expect me to understand this? XXXX ask me to spell my name and call me XXXX XXXX... So tired of the disrespect from this bank.

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