Consumer complaint received 2025-01-22 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: CA

Complaint narrative:
On XX/XX/XXXX I discovered that my account had been hacked and that someone had made unauthorized purchases with multiple merchants amounting to over {$1300.00}. These were done with both my physical and virtual cards. I reached out to Bank of America to file a fraud claim. I was told that the funds would take 10 business days to be returned to me but they would investigate in the meantime, I explained that this was almost half of my rent and they stated a hardship claim could be filed as soon as the charges cleared. On XX/XX/XXXX I reached out to inquire about the hardship claim as no funds had been returned. I was told there was no need to do so as a provisional credit was already being processed and that I should receive it within the next 24 hours. Due to this I notified my property XXXX company that my rent ACH could be tried again on XX/XX/XXXX. By XX/XX/XXXX I still had not received the funds and I called back to the bank to ask why. I was then told that my claim was completed and that I had been found liable by their fraud dept. They stated that my devices were used, two factor authentication was used and that the charge patterns were normal according to my account history. I explained I have never shopped with any of the merchants and keep my devices with me at all times. I asked how their fraud dept came to this conclusion but I was told they have no info on the process, that I could not speak to anyone and they can not give me a printed copy of the report. I was told I could reopen the claim by sending a fax request along with evidence to support the fact that I did not make the charges. I asked how I'm supposed to get that and they had no advice. I stated that I would reach out to merchants directly and they agreed that I should pursue it. Upon reaching out to the first merchant, XXXX XXXX, I was able to explain and request a refund. The credits appeared initially but disappeared and I have not received any refund. The other merchants are not returning my calls. The new debit card mailed out to me by the bank has since been stolen from mailbox as my gated community had our mailbox vandalized this weekend. Another thief activated this new card on XX/XX/XXXX and tried using it on XX/XX/XXXX and XX/XX/XXXX but I had the card locked which made it impossible. The bank did not flag any of this as fraud or notify me. I called back in today on XX/XX/XXXX to report this new info and I was again blown off and told to go do my own investigation and send them the evidence and they will review it. I was told they don't call merchants in a fraud investigation. Why not? In XXXX min the merchants accounting person was able to tell the charges were fraudulent and agree to refund. How can a large XXXX  dollar bank with an entire dept for fraud not make calls or be able to find out anything but expect me to be able to? After being a customer for over 15 years why would I now commit fraud? If I filed a claim and it was denied, why would I try to do the same thing again hoping for another outcome? The bank should know this is fraud. It's easy to see. Multiple transactions some with two of the same exact amount. Other banks I work with would see this as a red flag and immediately stop the charge or block the card. Bank of America won't do anything too help me. It seems as though they are on the side of the thieves. The burden of proof is on the consumer. The fraud dept is not even trying. The bank appears to be denying claims without a proper investigation. They are asking for lots of documents but won't provide any. The police dept asked for evidence they can use to go after the thief but I can't get anything from the bank. I am being passed around with no one taking accountability, least of all the bank. I am forced to go around trying to request to see footage at stores etc all because the bank won't do their job. I am being assessed fees for late rent, returned payment fees on bills that I could not cover and losing hours from work to deal with all of this. It is costing me money I don't have.

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