Consumer complaint received 2016-10-11 00:00:00
Product: Prepaid card — Government benefit payment card
Issue: Fraud or scam — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: AZ

Complaint narrative:
On XX/XX/2016 around XXXX I went to bank of America ATM at XXXX and XXXX XXXX and I try to withdraw some money so I can take my kids out to eat, when I check my balance it did not seem right so I called the automated machine and I discovered that there is a transaction for the amt of XXXX at XXXX. I was surprise so I talked to Bank of America customer service and I was told that transaction happened on XX/XX/2016 and charges posted on XX/XX/2016. I asked the customer service agent to see if I can file a fraudulent claim on the account because I did not authorize that transaction and I requested to close my account and send a new card. I took all the money out of the account and an agent advised that their claims department was closed due to observation of Labor day holiday and to call on the next available business day. On Tuesday XX/XX/2016 I called bank of America and I did file a claim I was told that may take 10-30 days of process. I did not receive the paper work until XX/XX/XXXX that same day I faxed the necessary paper work that was requested by the bank. On XX/XX/2016 I received a letter stating " We 've completed our review of the reference claim and have determined that no error has occurred in this instance " so therefore the temporary credit was previously applied to your account will be removed by XX/XX/2016. 

I called Bank of America today spoke to Fraud agent XXXX who told me that the only way they can review my case is if I can submit a police report and I told her no one have made mention that I need to file a police report regarding this, I ask why is it necessary when I know I can not be in two places at one point during all the day of transactions mention above I was at work all day and right after work I do have to pick up my kids from after school program and there is no time in between for me to drive all the way to XXXX XXXX at XXXX store and shop ( XXXX store # XXXX XXXX XXXX XXXX XXXX XXXX Arizona XXXX ) I spoke to supervisor her name is Page and she adv. they determine that there is no fraudulent because I am only disputing XXXX transaction that day. And also the card is never used after that XXXX particular transaction, my reply to the supervisor was " I am a honest person I 'm only disputing the transaction I know I did not process and authorized '' XXXX then she mention well the thief then did not re use your card after that transactions. And I said well I have closed the account and took the all the money out after I found out there is someone else using my card without my knowledge and I also mention I do n't know on How / why / who could it be. So the supervisor after further investigation said due to the fact the transaction still took place in XXXX they can not see that there is a fraudulent. I am entitled to be protected under Reg E the bank was notified in a timely manner of my loss / theft and i know as a consumer I should not be penalized for someone else actions. I would like this case presented to the bank in a timely manner and my money returned to me as owed.

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 explanation