Consumer complaint received 2024-02-15 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: TX

Complaint narrative:
On XX/XX/XXXX I received a call from Bank of America telling me my account was compromised and an international merchant was trying to charge me {$2800.00}. I hung up due to suspicion and called my bank directly, and was told the call seemed legitimate and the bank employee " did not know how fraud works '' so he couldn't help me. I returned to the other bank call and found out later the caller had me on one line and bank of america on the other line and was pretending to be me to them. They successfully had the bank remove the hold from my card and charged me {$2800.00}. In addition, they charged another amount of {$340.00} to my debit card. I called within 30 minutes of receiving these charges and filed a claim with XXXX at BofA. The next day I noticed two automatic international fees also came out of my account, after I cancelled my debit card and ordered a new one, of {$40.00} each ( XXXX = {$80.00} ) I called BofA again to ask if I should file a third claim for these international fees and was told no, since they are automatic a claim can not be filed. 10 days later I received a notification that my second ( totaling {$2800.00} ) claim was closed with no resolve. I called for more information and was told by another BofA employee that my claim was closed for " no reason '' and " nobody had even worked it. '' I was told I can not reopen this claim so I filed a new one on XX/XX/XXXXXXXX XXXX XXXX I should note the second claim totaling {$340.00} was resolved and credited with no issue. I submitted a written statement after filing the second claim with more information on the situation. 
I received my credit for {$2800.00} after many weeks of following up with the bank and on XX/XX/XXXX received another message saying my claim was denied due to " history with the merchant. '' They were citing the two automatic international fees that I was told I couldn't file a claim for and were totally automatic, charging me after my debit card had been cancelled as they were automatic. I called the bank again and had XXXX reopen my claim for further review. I submitted another written claim detailing the ordeal, including this was my second claim filed, etc. Two weeks later on XX/XX/XXXX, I received another note on my claim saying it was still denied and the charges were clearly " authorized by me. '' I called for more information and was told the bank had " proof from the merchant '' that I authorized these charges. I asked to be transferred to someone I could request documentation from and was hung up on by XXXX in Texas. I called back again and spoke to XXXX again, she reopened my claim, notated that no one had read either of my written statements, and told me that my claim was actually closed because I was the willing victim of a scam and had taken over 10 days to file my claim ( they did not bother to look into my account and see the first claim I filed IMMEDIATELY after the charge was closed by mistake. ) I personally believe at this point this is an insider job. Bank of America has made SO many mistakes handling this claim that it is very suspicious. They are not reading my statements before denying my claims, nor reading the notes on my claims, and I have been notified they can not send me a copy of my claim notes simply because they " don't have a way of doing that. '' My Bank of America information was compromised and they refuse to take accountability, citing it was my fault that the scam caller had my information and that they also fell for this scam instead of protecting my funds. Since this fraudulent charge, they have refused to help me and have hung up on me multiple times, ignored my statements and notes, all the while thanking me for my 12 years of loyalty. Something strange is going on.

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