Consumer complaint received 2024-05-22 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: CA

Complaint narrative:
I was sent again a copy of my transactions for the reason for denial. I have not received any absolute proof except a copy of my transactions again. Also, I was sent a denial again this time saying they have proof from an atm withdrawal picture taken from an atm showing it was me. I was not sent the picture though just a copy of my transactions again. I would like them to send a picture of me at the atm. I sent them my photo id to compare the picture and atm videos but i do not believe that was done. also they say they have proof of me giving authorization to someone I know and I have not given any one authorization to use my card and no proof was given just a copy of my transactions again.have 4 claims that I have sent Bank of America 3 times with a copy of my id and my plane tickets showing me out of state, boa is denying claim even though they deemed same transactions as fraud previously. After asking for documents that they relied on to make denial of claims I was sent a copy of my transactions twice, not showing me anything i don't see already. Below is the letter i wrote them..To Whom it may concern : I would like for my claims to be reevaluated using my XXXX passport that XXXX have already sent to you.. I have also attached my plane tickets to Texas during this period. I was in Texas for 2 months and these transactions were not from long ago so you should be able to check cameras at any of these locations to see that it was not me making them. When I made my claim that was paid out on XX/XX/year> I was told I was going to get a card in the mail which I never received. I also never received a determination on that claim but it was paid out to me on XX/XX/year>. I never was able to use those funds because I did not have a card nor any other information from you that my claim was paid out. I realized this when I logged into the boa online website then I called and filed the claims immediately that are listed above. I never received the XXXX cards that are for the claims above and my phone number on file was incorrect. My phone number is XXXX. I have since received my card that was sent to me when I filed ending in XXXX. Also, I requested the evidence that you based your determination on which was a copy of my transactions that you sent me. This does not tell me anything on what you based your determination on. I can see my transactions online. All it shows me is a bunch of transactions I did not make. May you please send your evidence to me so I know what else I can send you to reverse your determination of not paying my claim. I would also like this as a sworn affidavit that these transactions were not made by me and no one else was authorized to use my card. I also want to add that these transactions that I am saying are not mine, the same transactions were considered fraud before by your team and were previously refunded to my account but now you are denying these same transactions as not fraud and denying my claim. Thank you for your reconsideration in advance.

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