Consumer complaint received 2024-05-19 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: AZ

Complaint narrative:
On XX/XX/2024 ( XXXX ), I received an email from someone claiming to be from XXXX  and they asked for my personal info ( login details, name, number, address, debit card details ) to verify my XXXX account. I didnt think much of this since the email looked very legit and I have used XXXX multiple times before and have verified my info with them before. The email looked so legit that it even had the XXXX logo in the email, and it looked like any other email Ive received from them in the past. On XX/XX/2024 at XXXX, I sent over all the info that was requested. Later that night, there were multiple transactions that were made, totally {$2400.00} to XXXX. I did not notice them until around midnight and I did not receive a single Bank of America XXXX for these transactions. I contacted the XXXX live support and the agent told me to not worry because the email was legit and was sent by them. An hour after I spoke to that agent, I received an email from the official XXXX stating that my account was suspended and that the email sent earlier was indeed a phishing email and not from them. At this point I emailed XXXX multiple times asking for them to stop the transactions and to help me with this situation. I was very confused not knowing if the email sent earlier was actually from them or not, since an agent told me that the email was legit but then a different agent emailed me saying that the email was fake and was a scam. I fell asleep and the next day I called Bank of America as soon as I could to tell them to freeze the transactions and to help me dispute/file a claim for the transactions. I was told by the agent on the phone that I can not file a fraud claim nor freeze the transactions, since I have done business with XXXX in the past before. I even explained to the agent that I was sent a phising email and fell for it, which led me to getting personal info stolen. The agent assured me that I will just have to file a dispute once the transactions settled the next day. The agent though, did help me replace my card and sent me a new one. The transactions did not end up settling the next day, but they settled on XX/XX/2024, which is when I filed the claim. At this point, I have heard nothing from the XXXX customer service and did not receive a single email from them about this situation. I also filed a XXXX complaint to the XXXX company on this same day. However when I filed the dispute with Bank of America for these transactions, I filed it thru a live chat agent around XXXX on XX/XX/XXXX. I explained to her the whole situation, making sure that shes knows that this is a case of fraud that occurred. She asked me a few questions for claim, which I answered all of them and the claim was submitted in approximately XXXX minutes. I gave her the full run down on the story and even offered to send in screenshots of the phising email that was sent to me, and my response to it. She told me it was only needed if the claim investigators request me for it. I checked my Bank of America app and saw the the claim was successfully submitted, but I was not sure if she filed a fraud claim for me or if it was just a regular dispute, which had me worried. I didnt think much of it and felt good since a claim was submitted. The next day on XX/XX/XXXX I finally received an email from XXXX stating the no suspicious activity was found and they asked me to send them the screenshot of the phishing email that was sent to me, including the day, the timestamp, and my response. I sent them all the evidence right away and never heard back from them that day. The next day I did hear back from them and basically all they did was ignore my evidence and stated that the suspicious activity was found and closed my support ticket. They did not provide me any evidence whatsoever proving that I didnt get my info/card details stolen. Their customer service was really XXXX sided and did not want to hear my case at all or even bother looking into my evidence. They totally brushed me off like I didnt receive that phishing email.. Fast forward a few days, I checked my Bank of America app and saw that the claim was CLOSED which took only XXXX business days. I do not understand how they would close my claim that quick! They didnt not clearly investigate into this fraud and they didnt ask me for any evidence or proof of what happened. They didnt even bother asking me any questions or even asking me for the full story again. They basically closed the claim within 5 days without even looking into it. I did not get a chance to send more details, answer questions, send screenshots, nothing. Im not sure if the claim was even filed as a fraud claim, so maybe that is another reason why the claim was closed. I honestly dont understand why the agent wouldnt file the claim as fraud when I specifically told her the full story about what happened and made it clear to her that I did not condone any of the transactions that occurred. {$2400.00} is a lot of money for me, and to have it stolen and brushed off by Bank of America is not right. This is a clear case of fraud and something needs to be done about this. I am writing this complaint so that Bank of America can see this and hopefully reimburse me for the fraud that occurred with my debit card. I have been a loyal Bank of America customer for a few years and for them to do this to me, makes me really upset. I did not condone nor authorize the {$2400.00} worth transactions that were made with my debit card. The resolution I want it to have is for these transactions to be reversed as soon as possible. Thank you

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