Consumer complaint received 2024-08-08 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: NY

Complaint narrative:
For ease of reading, a properly formatted version of the summary and details of complaint is written in the PDF attached titled " CFBP Full Complaint. '' I kindly request that you start there, even if just for the summary or understanding the attachments. Please feel free to reach out at any time at : XXXX ( XXXX ) XXXX Below is the summary section of the complaint : Summary of Complaint : This complaint pertains to the following denied fraud claims made with Bank of America ( BofA ) : Claim # XXXX ( Ref. # XXXX ) Claim # XXXX ( Ref. # XXXX ) The claims relate to fraudulent, unauthorized transactions made using my stolen phone amounting to {$8400.00} on Sunday XX/XX/year>. The theft was reported to BofA the same day, and the fraud dispute claims were made at the soonest opportunity on the following day XX/XX/year> BofA denied the requests on XX/XX/year> without a reason beyond a verbal scripted quote : " we don't believe they were unauthorized transactions based on your account activity and transaction history. '' They also did not issue a temporary credit to my account. My other banks approved the claims and issued temporary credit BofA 's claim is not true, and they made minimal effort to investigate it. It is not true because : There were ~ {$40000.00} in fraudulent transactions in total, of which they automatically denied ~ {$28000.00} ( see XXXX and statements attached -- prepared with the help of their employee ) Available receipts for fraudulent transactions with a different person listed to pick-up the goods bought ( attachedmore to come following subpoenas ) A transaction BofA allowed but I intercepted, resulting in a refund of {$3900.00} ( hence the claim being for {$8400.00} instead of {$12000.00} ) I attempted to restrict the account as soon as possible, but their debit card fraud team was not available and their website did not allow me to restrict my account without phone authentication until after enough fraud went through ( detailed below ) I seek your support in helping get BofA to take me seriously, resolve my dispute and get a full refund of the amounts claimed The following documents are referred to in the full complaint document attached, they are : 2 BofA statements : XX/XX/XXXX showing full extent of fraud with matching of declined transactions with their corresponding credits which a BofA employee did XX/XX/XXXX showing the final state of the account after transaction settlement and the remaining amounts under dispute XXXX file showing digitized summaries of the statements with additional information and highlights for ease of understanding Copy of police complaint slip showing report number. XXXX is still working on finalizing the report, but are ready to share all information with CFPB and BofA using report number Receipts from XXXX showing a different person listed as collector of the goods bought through the fraudulent transactions

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