Consumer complaint received 2024-07-11 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: MA

Complaint narrative:
I am a XXXX XXXX XXXX. I own a XXXX XXXX in XXXX, MA. I want to file a complaint against Bank of America ( BoA ) for the following matter : In XXXX, there were three fraudulent transactions on my business account ending with XXXX at BoA. 
The first one happened on XX/XX/XXXX when I found out a fraudulent check posted on my account. The check number was XXXX, check amount : {$7400.00}, payable to XXXX XXXX. 
On XX/XX/XXXX and XX/XX/XXXX, there were two unauthorized ACH transactions on my account. Both were charged by XXXX and transactions were for {$9200.00} each. 
As a XXXX XXXX XXXX  working capital is crucial to me. I monitor my business account very closely every day. When I saw the above three transactions pending/posted, I reached out to my account officer, who is in charge of my business account, XXXX XXXX immediately XXXX The same day when these activities happened ) via email and phone call. XXXX XXXX at that time told me that he would take care of these disputes for me and asked me to wait up to 90 days to get updates. XXXX XXXX also assured that I would definitely get my money back within 90 days as I am a victim of fraud. 
In regards to the two fraudulent ACH transactions, I have also reached out to XXXX. However, customer representative from XXXX informed me that they did not see these two ACH transactions. The customer representative also suggested me to go back to BoA for the money. After receiving this information, I reached out to XXXX XXXX about the conversation with XXXX. He re-assured that he would take care of these disputes for me. 
During each of the investigation time, I consistently reached out to XXXX XXXX asking for updates. I also visited the XXXX XXXX  ( XXXX XXXX XXXX, XXXX, MA XXXX ) and the XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX XXXX, XXXX, MA ) trying to get updates on my claims. The branch staff at both locations told me that XXXX XXXX is my account officer and I would need to reach out to him. However, it was not easy to get in contact with XXXX XXXX and some of those phone calls did not go through. 
As time went by, finally I heard back from XXXX XXXX. He emailed me on XX/XX/XXXX telling me that the XXXX claims for XXXX fraudulent transactions were denied because since there were CCD transactions, I only have XXXX hours from the date of post to dispute them. I did not agree with this outcome because I reported these XXXX fraudulent activities immediately to XXXX XXXX while they were pending. XXXX XXXX told me he would take care of these disputes after these XXXX transactions were posted. Therefore, I asked XXXX XXXX to reissue the claim for me. I also asked XXXX XXXX about my check dispute. He told me to continue to wait. 
On XX/XX/XXXX, I went to BoA XXXX XXXX located at XXXX XXXX XXXX, XXXX, MA asking for status of the XXXX claims. XXXX XXXX told me there was no check dispute filed on my account and the XXXX XXXX disputes have not been reissued. I was shocked when I heard this. I was also very upset that my account XXXX XXXX XXXX lied about the check dispute ( he told me he filed the dispute for me while he did not and kept giving me wrong information ). During my appointment with XXXX XXXX, she helped me re-file the check and the XXXX XXXX fraudulent claims and told me to contact XXXX XXXX with any updates because he is my account XXXX. XXXX XXXX also provided me with case numbers. ( For check claim, case number is XXXX and for ACH claims, case number is XXXX ). 
At the beginning of XXXX, XXXX, I contacted XXXX XXXX about the claim status. He asked me to file police reports regarding all these fraudulent activities. On XX/XX/XXXX, I went to XXXX Police Department and filed the incident reports, which were subsequently provided to BoA. 
During another 90 day investigation period, I reached out to XXXX XXXX and his XXXX XXXX XXXX many times regarding the status of these claims. They kept telling me they would look into this and get back to me. However, they failed to do that. 
On XX/XX/XXXX, I called BoA customer service. I was transferred to various departments and the phone call was more than XXXX hours. In regards to the fraudulent check dispute, they told me BoA denied my dispute as I only have up to 60 days to file the dispute from the date of post. Again, I was very disappointed about their decision. I kept reiterating the fact that I immediately reported to XXXX XXXX the fraudulent check when it was posted. 
I was also told that the ACH claims are still pending. When I asked when I will get an update, they told me there is no time frame. 
I have also called XXXX XXXX and XXXX XXXX several times and emailed them regarding my disputes for the last XXXX weeks. They did not pick up my calls, call me back, or reply my email. 
This is a very unpleasant experience I have with Bank of America. As a loyal customer with more than XXXX  years of bank relationship with Bank of America and as a minority XXXX XXXXr, I did not get treated fairly. I trusted XXXX XXXX and Bank of America and believed that their employees are well trained to help its customers with daily banking needs. However, my claims did not get enough attention from them and were not addressed promptly and properly. I have been chasing them for more than a year now and still can not get my money back. The amount for XXXX disputes totals {$25000.00}, which means a lot to XXXX XXXX XXXX like me. 
Here, Id like to seek your help.

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 explanation