Consumer complaint received 2025-01-15 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: NY

Complaint narrative:
Majority of 2024 I was mostly in XXXX ( XXXX ) to be specific working on XXXX XXXX XXXX XXXX XXXX, during most of my time on set of various XXXX XXXX I had limited or no access to phone/internet services thereby having access to limited informations ie not aware of the unauthorized, unsanctioned activities going on with my debit card. 
Upon my wrap up of XXXX of the productions I was involved with in XXXX, I made my way back to XXXX from the remote location of the XXXX XXXX, I discovered the charges and immediately when on online banking to freeze my card then I immediately made several attempts to contact the bank, many was a failed attempt but I was lucky to finally get someone on the phone, they put thru several authentication as the bank procedure required but could go ahead to submit a claim in XXXX because they said that an authentication have to be passed via my XXXX phone number which I automatically dont have access to when XXXX XXXX, she insisted that she can put forward a claim without this text authentication, I went ahead and explained the situation at hand and she told me that at this point a freeze has been put on my card but I should call them back whenever I have access to my phone, online banking which has became a game of luck cause I mostly can log on when Im here for some reason to pass their authentication which led me to having to wait till XXXX when I was in the country for a short stint like Ive done throughout the year when the opportunity presented.

I filed the claim when I was in the country but had left before the bank send an update denying my claim because they said I or someone I permission to authorized the charges which is a blatant false allegation. 

Im gon na iterate this one more time, I have not given anyone access to my card or account and I did not authorize any of the disputed transactions or did benefit from any of it. 


Upon receiving the banks denial claim Ive made several attempt to connect with them But each of this efforts have failed because once again I am in XXXX. Passing thru their authentication have become a nightmare, getting access to mobile banking has been an utter failure. 
Today after several attempt I got someone from their fraud dept on the phone who told me that the reason for the denial was because I discovered the charges in XXXX and waited till XXXX to file the claim, I explained to him the ordeal Ive been through trying to file a claim since the discovery of this transactions, he told me he will add this to the note n reopen the claim, meanwhile I had mentioned all of this when I filed the claim in XXXX. 
I am exhausted by all this and I dont even to go through each time I was told by different bank reps that a certain authentication was needed in the past days as well as today and just to be able to finally get through with less of what I had provided to the previous reps.

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