Consumer complaint received 2024-07-15 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: OH

Complaint narrative:
Claim Number XXXX On XX/XX/2024, I received an email from my financial XXXX Bank Of America XXXX BOA XXXX about suspected fraud that was happening in XXXX IL, on my debit card ending in XXXX, after trying to locate my debit card I came to the conclusion that it was lost and compromised so immediately contacted BOA in regards to the matter that was happening and put a stop to the debit card and close it out. After speaking with XXXX, he informed me that numerous charges was conducted on my account using the debit card and I informed him that it was not me I was still in Ohio at the time the fraud was taking place. He opened up a dispute claim for the Fraud Charges which was 13 charges in total totaling over {$3000.00} of my funds and while we was on the phone the Fraudster was still trying to making more transactions that kept getting blocked and reversed. I advised XXXX that this does not fit my pattern at and he and I both agreed that the entire time Ive been a customer my spend pattern or monthly spend limit have never exceeded over {$500.00} at most so for this to exceed over {$3000.00} is Ludicrous and also we checked my transactions history since Ive been a customer I have never shopped outside the state of Ohio so this doesnt even match my spending pattern. So XXXX assisted me with filling the claim and gave me the heads up that I will be receiving my credit within XXXX business days from the time the claim was opened if they didnt correct the issue, I expressed to XXXX that I needed my funds Urgently because I just had a new born child and I have to be able to provide for my family of 5 which I am the head of the household, and that those funds was all I had I actually took out a loan through another Financial institution so that I can handle my financial affairs because my illuminating company gave me a disconnection notice on the XXXX of XX/XX/2024 and said that if I couldnt pay it by the XXXX they will disconnect it so I gave him the in-depths of my Reality. He XXXX ensured that everything will be fine to just trust him. UNFORTUNATELY he was completely wrong!! I contacted BOA on XX/XX/XXXX and spoke with a representative to see can this matter be expedited due to my financial hardship after I got a hold to a rep she assisting me with expediting the matter and that was on Thursday morning I was told it could take up to XXXX business days so expect to hear back Tuesday because Saturday and Sunday is not counted as business days. after checking the status on the mobile app that Friday night I seen everything was still under review, I checked Saturday morning to see have there been any updates and I received confirmation that the claim will not be paid no reasons why!! So I contacted the customer service team and requested info and to see was there an discrepancy because I knew for a fact that this claim was in fact fraudulent and it no way it couldnt have went in my favor. The XXXX XXXX XXXX - XXXX spoke to advised me that the claim was open still and she dont know why i received the message saying that the claim was closed and the department that handles situation like this is off on weekends and that the claim was mishandled it shouldve went in my favor she dont understand why it wouldnt have. So I waited to XXXX  and spoke with the team that handles the claims the rep I got ahold of name was XXXX, she said that in order for me to move forward with reopening the claim I will have to submit documentation ( keep in mind that I already filed a fraud complaint with the Fair Trade Commission ) because I was a victim of fraud and I asked during the process of the claim being investigated will there be any additional information or documentation needed at the time and every Rep said No so I told her I will provide the requested documents and I asked what were the facts finding and the reasons behind the denial did not make sense she said- it was still funds left on my account, so the suspect did not have intentions to drain the account! Well that contradictory at its finest considering the fact that on XX/XX/XXXX, when I spoke to XXXX XXXX XXXX was still trying to make transactions while we was on the phone in the state of XXXX IL, so that is a none Logical statement, and remember that the reason I even became aware that my card was compromised and getting fraudulently charged was because of the email i received suspecting fraud so they reason is unlawful and is a clear violation of my consumer rights something must be done. I have no funds Im without electricity and I just had a new born child. I need access to my funds.

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