Consumer complaint received 2022-02-09 00:00:00
Product: Credit card or prepaid card — Government benefit card
Issue: Problem with a purchase or transfer — Charged for a purchase or transfer you did not make with the card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MI

Complaint narrative:
I filed a dispute at Bank of America XX/XX/XXXX & although initially it took over 10 business days I was never provided the provisional credit as I should have been! I was denied 3 times with no explanation whatsoever I had no idea you could ask for denial paperwork until a nice supervisor told me after months of chaos since then Ive requested the paperwork in 3 seperate occasions the first time being over 2 months ago & Ive recieved nothing & it says Im entitled to that info upon calling back to check on denial paperwork I was informed my claim was magically back open as of XX/XX/XXXX unbeknownst to me but nobody seems to be able to tell me who opened it or why theres no info in computer at all they actually said they never seem nothing like this I never asked for it to be reconsidered as I was advised to get denial paperwork & find out reasons & go from there I didnt have any new info to give them & they said I had to have it I gave them the police report number which is what they told me to provide & I did months ago & still denied!! I filed numerous complaints at Bank of America & still nothing has been done!!! I feel like Ive been discriminated against & treated unfairly they are not following their own policies & procedures or I would have had my money back a long time ago!!! I never get a straight answer from them they never have anyone higher then the supervisor to speak to & they never have any answers to any questions that they should have this is the worst bank Ive ever dealt with & its disgusting to say the least the way Ive been treated. I informed them as soon as I knew about transactions & I still didnt get my money back & I want to know why?? They have denied me access to my own denial paperwork for over 2 months & I need that to be able to successfully win my claim but they refused to give it to me & now this claim is back open & they say they cant send paperwork out when claim is open they dont want me to have it because they are in the wrong & they know it!! Ive tried to reach out to the Bank of America ceo as well XXXX the director they did not do anything I never heard nothing back at all!!! Theres supposed to be protection against these types of charges like 0 liability but Im the one that has to suffer & my 2 kids because Bank of America will not approve my claim! I dint know who sees this complaint but during the course of this claim Ive filed numerous complaints at Bank of America & you can go listen to the phone calls no one person ever has the same information so I really have no idea what is going on but I know Im entitled to this money because its mine & was stolen along with my cell phone which Ive already stated & the police report reflects!!! I have never been treated so bad in my life!!! I have bills to pay, consumers power shutoffs, eviction notices & my own bank doesnt care Im hoping this matter is taking seriously & looked into because if not Im gon na find a lawyer to represent me on this case as Bank of America has denied me my denial papers for over 2 months & that is against the law. I also filed another complaint against Bank of America that they never responded to & theyre past the time to respond over 75 days but they dont care because they dont get in trouble for it!!! Something needs to be done about this shady business & policy & procedure needs to be mandatory for everyone I did everything I was supposed to do I just would like to know why my claim is continuously denied with no explanation but Im sure they dont have a good one!? I said they were unauthorized charges I did not make what else do they need from me??? I hope this is looked into asap & hopefully Bank of America responds this time to my complaint & approved my claim

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