Consumer complaint received 2025-07-25 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: TX

Complaint narrative:
XX/XX/year> I received an alert that my debit card was used for a transaction. The transaction wasnt authorized by myself as I was home sleep after receiving XXXX. I tried disputing the transactions online, but was advised to call. I called Bank of America to dispute the transactions and was assisted with the dispute and was advised as soon as the transactions was posted the money would be refunded while the investigation was being completed. I advised that it would be physically impossible for myself to go to the XXXX and also advised that my card wasnt currently in my XXXX XXXX XXXX XXXX. I went to XXXX near my home after XXXX and that was the only transaction I made that day. I questioned the representative as to why the card wasnt locked or anything with there being so many transactions and was advised due to me previously going to the XXXX Bank of America didnt flag it as fraud although there was 7 transactions totaling {$2000.00}. Bank of America failed to prevent several fraudulent transactions.

Once the payments was posted and a refund was not initiated, I then called Bank of America and was advised by a representative that I was provided incorrect information and that the money is scheduled to be refunded on XX/XX/year>. I explained that the transactions wasnt from myself and that I had rent and several medical bills to pay. The representative asked me how much is my rent and then rudely went on to say I have the money in my account to cover it. I explained that I withdrew money from my XXXX due to struggling financially due to my diagnosis. The representative continued to be rude, I asked to speak to a manager. A manager then advised I was told incorrect information but she would update the account with the information I was providing her to try to get me my money sooner. I advised the manager thaXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I am currently on leave from work and have not been to the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX that day. She reviewed my transactions and submitted information showing I was paying XXXX XXXX XXXX  and advised it would be submitted for review in hopes to retrieve my money sooner. I never heard back from anyone. I was told I could submit paperwork online such as discharge paperwork showing proof that I was home but otherwise I would be contacted by the fraud department. No one from fraud ever contacted me. I reached back out to Bank of America to see how I should submit paperwork and was advised I didnt need to submit any paperwork as it hasnt been requested and that I would be contacted when needed. I never was contacted. Today XX/XX/year> a little after midnight, I received notification my claim was denied and that either myself or someone with authorization used my card. Its impossible as I was home sleep and had my card in my possession while the charges were being made. No one ever contacted me so I could provide proof. I am a XXXX XXXX XXXX XXXX  XXXX. I can not afford to lose {$2000.00} that was fraudulently taken from me. Dealing with XXXX itself is a lot physically and mentally, but taking a financial loss thats no fault of my own is causing additional anguish.

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