Consumer complaint received 2024-07-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
I am filing a formal complaint against Bank of America regarding their mishandling of an unauthorized transaction on my account, which occurred on XX/XX/2024, involving a purchase on XXXX. The banks actions have been unjust and have caused significant distress. 

1. Unauthorized Transaction : On XX/XX/2024, my account was charged for a purchase on XXXX that I did not authorize or initiate. This transaction is clearly fraudulent, and I immediately notified Bank of America upon discovering it. 
2. Banks Response and Dispute Handling : Initially, Bank of America credited the amount back to my account and acknowledged the unauthorized nature of the transaction. However, I recently received a notification stating their intent to reverse the credit and impose claim-related fees. They accused me of making the transaction myself and demanded additional evidence to prove my innocence. 
3. Communication with Bank of America : Following their accusation, I promptly communicated with Bank of America and provided extensive evidence to support my claim, including : A copy of my flight ticket dated XX/XX/2024, confirming my return from XXXX XXXX and establishing my physical location at home XXXX XXXX XXXXduring the disputed period. 
A record of the XXXX transaction from XXXX XXXX XXXX XXXX ( XXXX ) to my home at XXXX  on XX/XX/2024, further verifying my whereabouts. 
Chat history in XXXX with a friend, detailing my intensive video editing activities at home from XX/XX/XXXX to XX/XX/2024, demonstrating my focus and lack of time for unauthorized transactions. 
A signed statement unequivocally affirming that I did not authorize the transaction on XXXX. 
4. Extended Investigation Period : Despite providing comprehensive evidence, Bank of America has informed me that they require an additional 45 days to investigate this matter. This extended timeframe is unreasonable and has caused undue financial and emotional stress. 
5. Request for Intervention : I urgently request the Consumer Financial Protection Bureau to intervene and expedite the resolution of this dispute. Bank of Americas prolonged investigation period without clear justification is unacceptable, and I fear further financial harm if this matter is not resolved promptly. 
6. Concerns : I am deeply disappointed by Bank of Americas mishandling of this issue and their unjust treatment of me as a customer. Their demand for additional evidence and unreasonable investigation period have severely impacted my trust in their commitment to customer protection and fair dispute resolution practices. 
7. Contact Information : Name : XXXX XXXX Account Number : XXXX Phone Number : XXXX Email : XXXX I urgently request your immediate attention to this matter. Your intervention is crucial to ensuring a fair resolution and restoring my confidence in banking consumer protections. 

Thank you for your prompt action and assistance. 

Sincerely, 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