Consumer complaint received 2025-07-12 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: TX

Complaint narrative:
b'I initially authorized the card for XXXX  which was from a car I rented from XXXX, however over a month later after turning in the car on XXXX, I then noticed a charge of XXXX. I asked XXXX to send me a copy of the receipt and then faxed the information to BOA after reporting a fraud claim as of XXXX Bank of America then informed me that a provisional credit had been approved but was never issued. Lastly, the claim was escalated on XXXX XXXX by a supervisor name XXXX  and stated this would be a upper-level management review and they had XXXX hours to respond. However, I called back XXXX XXXX and XXXX XXXX to no avail they said the escalation still had not been reviewed. Also, I would like to mention I had XXXX of my own money into the account that I cannot access due to the account being over drafted.  This has called an extreme hardship to me and my family as I am currently unemployed. Please see attached letter I sent to Bank of America as of XXXXn\nDear Bank of America Claims Department,\n\nI am following up on a dispute (Claim# XXXX XXXX XXXX XXXX  account # ending in XXXX filed on XXXX I noticed an authorized charge in the amount of XXXX  on my debit card ending in XXXX. I promptly reported the charge and went on to contact the merchant XXXX  as I had recently rented a vehicle as my vehicle was being repaired. I was then informed by the branch manager at Frisco, TX location that my balance was paid in full, and they did not recognize the additional charge. I then requested a receipt of the transaction be sent to me, which he obliged. I received the receipt and noted my insurance company had paid the bulk of the bill $XXXX and my portion of XXXX had been paid as well (this is the only charge I authorized) leaving me with a XXXX balance. I then called Bank of America Monday morning XXXX to explain the conversation with the merchant and let them know I had a receipt from the merchant showing the bill was paid in full. Also, the charge originated from Oklahoma City, OK which I do not reside and have never been. I was given the fax number and then faxed the document over. I called back XXXX XXXX to check the status and was told by another claims representative that the claim was still being reviewed, the faxed over receipt had been received and my account had been approved as of XXXX XXXX for provisional credit as the claim review continued and I should expect to receive that within XXXX  business hours. However, I continued to monitor my account for the credit and there was not any credit, and my account was still in the negative. I then contacted the Bank of America claims department today XXXX at approximately XXXX and asked to be transferred to a supervisor. I then spoke with Maggie employee ID XXXX XXXX who then informed me that the provisional credit had been approved, and it should hit my account sometime before the end of day. However, that was not the case, as I continued to monitor the account, I noticed that the claim status now was showing as closed. I then called back and was told by the claims rep that my claim was closed as they could not find anything fraudulent that had taken place on the account. I then asked once again to be transferred to a manager and spoke with Francisco. I explained everything that had transpired and how I was told numerous times by different claims representatives that my provisional credit was approved and would hit my account and asked that my claim be re-opened immediately, which he did and stated that it would be escalated once again to a manager. \nI am now writing to request that provisional credit be issued to my account immediately, as this has caused harm to my finances as I am no longer working and have my own funds in my account roughly XXXX that I cannot even access due to the status of my account. \nI am writing to ensure this matter is being handled in compliance with the Electronic Fund Transfer Act and regulation #, which govern unauthorized electronic transactions. According to the EFTA, when a consumer disputes a transaction and the investigation cannot be completed within XXXX  business days, the financial institution is required to issue provisional credit while the investigation continues. Also, under the EFTA this includes situations in which the consumer authorized a smaller pre-authorization but then were charged a larger or second amount that the consumer did not authorize. I do not believe the investigation went through any due process and was abruptly closed to prevent having to issue the provisional credit to my account. I respectfully request confirmation that provisional credit has been or will be issued to my account expeditiously. \nPlease confirm the status of the dispute, the timeline for resolution including provisional credit being issued as this has created a financial hardship for me and my family due to no fault of my own. \nThank you for your prompt attention to this matter.\nSincerely,\nXXXX XXXX\n\nAccount # ending in XXXX\nClaim # XXXX XXXX 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