Consumer complaint received 2024-03-20 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: MI

Complaint narrative:
On XXXX XXXX, 2024 I am home cooking breakfast and I realize I dont have a few ingredients so I go to the local XXXX near my home and spend {$10.00}. This is a regular work for me. I make breakfast and Im not scheduled to work until the afternoon so I am home lounging. I get a notification that I attempted to spend {$200.00} in XXXX in XXXX XXXX. I immediately respond no to the text message notification. I then go on the Bank of America application and its been multiple transactions thats occurring in XXXX XXXX. The XXXX transaction occurred that morning at bagel shop for {$5.00}. The XXXX  transaction is listed at XXXX XXXX XXXX. The third transaction is listed as XXXX XXXX XXXX XXXX XXXX  XXXX. I immediately call Bank of America and let them know Ive never in life been to XXXX XXXX and if they can check my account I was at my local XXXX during those transactions and its impossible for any human being to be in XXXX XXXX and XXXX  within that small not even XXXX hour time frame. I genuinely thought it was going to go smoothly because its purely impossible. I was told from the representative that hes creating a case and I will receive a credit in XXXX days, this all occurred on Thursday XXXX XXXX 2024. I await XXXX business days and no credit was provided. Therefore, I call back and the lady tells me that because it is my first dispute with the company it will take a solid XXXX business days and I will receive the provisional credit on XXXX XXXX, 2024. On XXXX XXXX, 2024 I check the Bank Of America app to check the status and the claim was denied and provisional credit was denied. I call Bank of America to speak with them and they simply tell me was denied because they were mobile phone purchases and nothing can be done and no credit would be provided. I was hysterically crying and felt soooooooooo unprotected. The next day on XXXX XXXX 2024 I went up to my branch to speak with someone about this and she stated what they had told me was wrong and they have to open back up my case. So I call the BOA dispute team once and they inform me they can open the case it will take XXXX business days and no provisional credit would be provided. I explained to them I am going through a hardship and if they could please help, but they were very cold and not helpful during the situation. The dispute team told me incorrect information multiple times to just get me off the phone and allowed someone to shop in XXXX XXXX on my debit card and it took them XXXX transactions to even notice it was fraud. I banked with this company because I meet branch manager and she made me feel safe. But this case was so ugly unprofessional and cold to ever treat your customers this way.. I feel so unprotected and I wouldnt want others going through this. I included photos of the transactions and the day it all occurred. I would like this case actually investigated, they are able to check IP addresses and also phone numbers. It seems like they didnt even investigate the case, just denied it because Ive never in life been to new york neither has my cell phone or debit card

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