Consumer complaint received 2024-06-13 00:00:00
Product: Prepaid card — Government benefit card
Issue: Problem with a purchase or transfer — Card company isn't resolving a dispute about a purchase or transfer
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
XX/XX/XXXX I sent to Bank of America an envelope which included a police report, a list of transactions that were not mine, names and companies I had asked to research the transaction, the email replies from those companies that did research and felt the transaction was made fraudulently, I included the ATM owners XXXX XXXX Owner and manager. And each place said Bank of America needs to reach out to us and dispute the transactions we will be happy to send you back your money. I found out that the Atm had photos of the person using a fake made up debit card and that the store had video all the bank had to do was ask. I phoned quite a lot and was told more time was needed Much the same way they ask for more time here. 3.5 years went by and three USPS letters arrive they have claims nimbers and different amounts. And each is denied the bank said that they felt these transactions were mine. I called asked them about the photos and the video and i was told a lie not every ATM has photos yes I know but this one did and had you read my letter from XXXX of XXXX you would have known this!!. They claimed again none were available. I asked for the multiple factors that indicate these were my transactions XX/XX/XXXX I get 19 pages with transactions on them the letter says Here is a copy of the documentation that we relied on to make out decision about your claim The 19 pages of transactions where 90 % of them are mine this is what they relied on to make their decision?? I really hope this is not the case Why didnt they use my list sent with the police report?? Where did this 19 pages even come from?? This is what they did for 3.5 years??? They went over true legit transactions? The total of the 19 pages is {$22000.00} this is not the amount of the dispute! Nowhere have i said that is how much I lost? This is not even the number if you were to add their claims amounts together!!! See the photo attached. 

The three claims numbers they sent to me each have their own dollar amount totaling over XXXX And when I look at the 19 pages I see the transactions that are not mine and on the 19 pages the total is XXXX that is what Bank of America owes me for the money they allowed to be taken. Now it could be more I need to see each transaction under each claim number. And they refuse to send it. When this claim began it wad at XXXX and I managed to get my money back on some of the smaller transactions. Although Bank of America never credited my account. 

It became very clear to me when the bank never asked for the photos and when i would follow up with these places and was told that Bank of America never reached out and never disputed the transaction. Being this is a debit card there are timelines that must be followed E Regulations right? Well XXXX years to come back to me with disputing all of the wrong transactions XXXX or is it XXXX Bank of America you seem to have many numbers flying around!!! 

I have sent many faxed messages with confirmation requesting that someone get back to me I have heard nothing XX/XX/XXXX XXXX XXXX sends me an email saying he is my go to until the end But when I tried to explain the mistakes made he really couldnt be bothered. Here his bank denies my claims they send me the proof that they used to dent the claims and its XXXX in transactions when did I dispute XXXX never! They send me claims numbers and amounts that add up to over XXXX still not the correct amount that I disputed. They want to make this my fault when their own letter written to me makes it very clear how or what wad disputed!! They made a huge mistake they need to fix this

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