Consumer complaint received 2023-12-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX. 
XXXX XXXX, CA, XXXX XXXX XXXX XXXX, XXXX XXXX Claim Number : XXXX, XXXX Charges in Dispute : {$410.00}, {$1400.00} CFPB Complaints XXXX XXXX XXXX XXXX  XXXX, Iowa XXXX Subject : Complaint Regarding Unauthorized Transaction and Disputed Claim Dear Consumer Financial Protection Bureau, I hope this communication reaches you well. I am writing to file a formal complaint and seek your intervention in a matter concerning an unauthorized transaction on my Bank of America debit card, which has led to ongoing difficulties and distress. 

On XX/XX/XXXX, while I was XXXX XXXX XXXX XXXXXXXX XXXX, my phone was stolen during an interaction with two individuals who requested a change in the destination address. Being less fluent in XXXX, I handed them my phone to write down the new address. Regrettably, they exploited this opportunity and absconded with my phone. The incident happened, XX/XX/XXXX, at XXXX XXXX, XXXX. The same day, at XXXX XXXX, I visited the Bank of America XXXX XXXX branch seeking assistance. 

At the branch, I was attended to by XXXX XXXX XXXX, who helped confirm the occurrence of unauthorized transactions via XXXX XXXX. The transactions amounted to {$410.00} and {$1400.00}. Additionally, XXXX XXXX connected me with an associate from the debit/card department who assured me that the {$1400.00} transaction was not going through so it would be reversed within 5 business days, negating the need for a claim. However, since the {$410.00} transaction had already been posted, we opened a claim specifically for that unauthorized transaction only. There was also a female associate with blond hair, who was made aware of the situation and could corroborate the veracity of the information presented. To prevent further unauthorized transactions, we promptly updated my debit and credit card information at the branch, considering that my phone was still in the possession of the thieves. 

On the same day, my sister and I visited XXXX to reactivate my phone number ( XXXX ) as various crucial accounts, including social media platforms and the Bank of America app , were linked to that number, thus the thieves would be able to log/reset the password on my BoFA app/other apps/emails. Im willing to request these receipts from XXXX should there be a need for them. Additionally, my sister kindly purchased a new XXXX for me from the XXXX XXXX, and the transaction details will be enclosed as well should there be a need for this. These steps were taken to address the consequences of the phone theft and the subsequent expenses incurred by my family and me. 

However, approximately a week later, I discovered that the {$1400.00} transaction, which the Bank of America associate had assured would be reversed, was, in fact, posted to the thieves ' account. This realization prompted my sister and me to return to the Bank of America XXXX XXXX branch seeking assistance once again. Unfortunately, we did not receive the expected support as the debit card department was experiencing technical difficulties and could not file the claim on our behalf. Disappointed, we returned home and later contacted the department by phone to open the claim. During the conversation, my sister made certain that all pertinent information was accurately conveyed to the associate, specifically emphasizing that the claim should be opened for the {$1400.00} transaction only. This detail was verified multiple times during their discussion. However, upon reviewing the claim status a week later, we discovered that the claim had been opened for {$1900.00}, seemingly due to an error made by the associate who incorrectly included the {$410.00} transaction. Subsequently, this claim for {$1900.00} was rejected by Bank of America, citing XXXX XXXX 's double authentication as a deterrent to fraud without any further explanations or understanding of the incident that occurred as well as recognizing their agents mistake in regards to the claim and the mishandling. I'd also ask you to request the voice recordings of these communications my sister had with BofA on my behalf to verify the information I'm providing. 

Later, I called BoFA again to let them know what happened and that because of their associates mistake, the transaction included in the claim was wrong and that because of their mistake, my claim was rejected. The associate helped me to open a new claim, this time for the correct transaction and amount, assuring me that they'd also handle the mishandled support provided to us by their other associate, and they'd check the recordings of our phone calls, which is highly likely never happened. 

Its worth mentioning that within this time the amount of {$410.00} was posted into my account from BoFA stating that its a temporary credit. BoFAs process is the following ; they temporarily credit the money while within 90 days they investigate the claims and then they either confirm it or reject the claim by charging the temporary credit back. After my call, the {$1400.00} was also temporarily credited to me while they were investigating the claim. 

Afterward, I received a letter from BoFA, around two months ago, confirming that the claim for {$410.00} was verified and accepted and they wont charge the temporary credit back. 
However, on XX/XX/2023, the amount of {$1400.00} was charged back by Bofa from my account without any notice or communication regarding my claim and the reason for rejecting the claim. 

It perplexes me that the {$410.00} claim was verified as fraudulent, yet Bank of America refuses to acknowledge the {$1400.00} claim. Since, both transactions were fraudulently sent to the SAME account on the same day and hour, BoFA can confirm this from their side through the logs of the transaction as well as I trust that they must know the account holder to whom this transaction was sent, however they didnt conduct thorough research and didnt treat me and my claim consciously and justly. This unprofessional handling of the matter is disheartening, considering my year-long excellent client relationship and good credit score.

For the sake of justice, I kindly request your assistance in reviewing this matter thoroughly and facilitating a fair resolution of the {$1400.00} claim. The financial implications and emotional distress caused by this incident and unprofessional assistance on the matter from BofA are significant, and I believe a just outcome is essential. 


Thank you for your attention to this matter, and I look forward to a prompt resolution. 

Sincerely, XXXX XXXX

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