Consumer complaint received 2025-04-19 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: FL

Complaint narrative:
On XX/XX/XXXX, I went online to download my monthly statement in order to reconcile my account. I noted a transaction that was pending that I did not authorize dated XX/XX/XXXX for {$290.00}. When I reviewed my statement from the previous month, there was another transaction to the same individual / company that also was not authorized, dated XX/XX/XXXX for {$270.00}. I immediately called the bank fraud line and reported the fraud. I was sent a form to fill out in order to dispute the transaction from XXXX weeks prior. The pending transaction was halted without incident. I was required to file my complaint in writing because both transactions were XXXX debits and the only dispute process for claims that had already posted was in writing. I received the form sent by the bank to file the fraud charge. I immediately filled it out and faxed it back to the bank. I received a written letter in the mail dated XX/XX/XXXX with an update on my claim. I was told it could take up to XXXX days to resolve. When I called the bank back on XX/XX/XXXX, I was told that the case was closed and no action had been taken on it. I believe I had XXXX other call to check on the status and was told that it was still in process. The case was reopened on XX/XX/XXXX. I was told to call back the next day to ask that the case be " escalated '' since it was past XXXX  days already. I tried calling the bank several times and was never able to get anywhere. When I did speak to someone on XX/XX/XXXX, I was told that the fraud report was not found in my favor. I made an appointment to meet with the business manager at my branch on XX/XX/XXXX. The manager called me on XX/XX/XXXX ( he was returning several messages I left over the past few weeks ) and he told me that he could only offer empathy and emotional support because he was not authorized as a " phone representative ''. I spent XXXX XXXX  at the bank on XX/XX/XXXX working on this and another financial concern. The manager made several calls and finally reached the " XXXX XXXX ''. I was told that my case was closed and I would have to wait another XXXX days for them to continue to " research '' the issue. After I came home, I realized that I had an encrypted email that was sent on XX/XX/XXXX that I did not open for fear that it contained a virus. That email stated they contacted the requesting institution to ask for authorization for a debit and never received a response and now it was my problem to deal with. The only information I had about the transaction was the description on my statement " XXXX XXXX XXXX : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  ''. My original complaint in writing and to the business manager was that XXXX XXXX XXXX is not an authorized signer on my account their fraud department should have flagged the debit as suspicious and they did not. When I called XXXX it is a bogus phone number. I do not understand how this is my problem and the manager did not tell me that my fraud report was once again " turfed/closed '' and/or forwarded to me to handle but instead said " wait another XXXX days ''. I did call XXXX XXXX who could not help. I spoke to someone at XXXX XXXX credit cards who said it was not their department and forwarded me to the XXXX Bank. The bank said it was not their department, it is a credit card payment. All I know is that this should be a serious security issue for any checking account because all it took was a routing number and an account number to do this. There was XXXX SECURITY involved in this transaction. I have another account at the bank with a sequential account number and fear that it is just a roll of the dice to do it again. No one checked to see if XXXX XXXX has a similar account number and this was, in fact, an error. No one has provided me with information to resolve this claim. I can't say there is any level of extra security on my account either. I just paid {$40000.00} to the IRS from this account which is not normal, in any manner, and I was not contacted to ensure that it was, in fact, a legitimate transaction. I am seriously considering moving my money elsewhere at this point.

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