Consumer complaint received 2024-04-26 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: AZ

Complaint narrative:
My fraud claimXX/XX/XXXXXXXX dated XX/XX/XXXX was denied on XX/XX/XXXX with XXXX explanation - just a single sentence stating that the claim was denied because " The charge was authorized by you or made by someone who has permission to use the card or account. '' My requests for documents used to make this decision have been refused, I never received a letter explaining why, and even though my claim has been re-opened now for XXXX business days my account is lacking provisional credit while they research. 

I called XXXX the number listed to request copies of the documents the bank used to make their decision. The woman on the phone was helpful and said she would forward the documents to my email. She also gave me instructions on how to re-open the claim and said they wanted a written statement However, no attempts were made to collect a written statement before they closed my claim. 

I also did not receive any documents over email, mail, or any delivery method- and as of XX/XX/XXXX - XXXX business days later, I never received a full letter explaining why my claim was denied. 

Thankfully after faxing in a written statement and a lot of evidence, my claim was re-opened XX/XX/XXXX and has been under review. I included emails showing my account was closed with merchant on XX/XX/XXXX, and emails from the merchant XXXX day after the charges asking me numerous times to verify my identity because they noticed suspicious activity. 

I called on XX/XX/XXXX and spoke with " XXXX '' from the fraud claims department. I asked her about the timeline for provisional credit and again for documents used to deny my claim originally on XX/XX/XXXX. 

She informed me my claim is now not covered by Regulation XXXX because the claim was closed and re-opened. She said I won't get any provisional credit because of the amount of the claim. After researching my rights, I know that this is not grounds to deny a customer provisional credit and is breaking Regulation XXXX. 

I once again asked for copies of documentation used to deny my original claim so quickly. She said that she noted my request but stated they have no legal obligation to provide me the documentation. She said she pushed my request to the " back office '' and if they choose to oblige I will receive a phone call or those documents in XXXX hours. That was over XXXX hours ago now and I have not received any communication. 

Therefore, the original decision to close my claim the first time on XX/XX/XXXX violated my rights as XXXXXX/XX/XXXXXXXX XXXX states The institution 's report of the results of its investigation shall include a written explanation of the institution 's findings and shall note the consumer 's right to request the documents that the institution relied on in making its determination. Upon request, the institution shall promptly provide copies of the documents. 

Although my claim still shows " researching claim '' I have been denied numerous legal rights, including provisional credit, a full letter explaining my claim was denied, and any copies of documents that I requested twice now. I do not have any faith that my claim will be researched fairly because it was closed unfairly after just XXXX days and they are using that as a reason to deny me my legal rights. I refuse to wait up to XX/XX/XXXX days to get my money back.

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