Consumer complaint received 2024-07-09 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: VA

Complaint narrative:
To : Consumer Financial Protection Bureau ( CFPB ) Complaint From : Name : XXXX XXXX XXXX Address : XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX, VA XXXX Phone : XXXX Email : XXXX Against : Company Name : XXXX XXXX XXXX XXXX XXXX Bank of America XXXX, XXXX XXXX XXXX XXXX, XXXX, NC XXXX Details of the Complaint : Dear Consumer Financial Protection Bureau, I am writing to formally lodge a complaint against Bank of America regarding their improper handling of a claim related to fraudulent activities on my personal and business accounts. Despite clear evidence of fraud, my claim for reimbursement has been unjustly denied, putting my financial stability at significant risk. Below are the details of my complaint : XXXX. Description of the Issue : On XX/XX/2024, my wallet was stolen, and although my credit cards were left at home unused, all my debit cards were taken and used fraudulently. 
On XX/XX/2024, I filed a claim for both debit cards. While I was credited {$XXXX} to my personal account, several other fraudulent transactions were denied reimbursement for my business account. Important to note that the denied amounts ( individual amounts ), transactions, and places where these transactions happened are the same. 

Despite providing evidence of fraud, my claim was denied for additional reasons such as the transactions being made at different times and periodically, and my PIN being used. As I had mentioned in my initial claim, my wallet contained a piece of paper with my PINs and passwords written on it, which allowed the thief to use my debit cards. 

XXXX. Affected Accounts : Personal Account : # XXXX Business Account : # XXXX XXXX. XXXX Transactions : XX/XX/XXXX : {$XXXX}, {$XXXX} XX/XX/XXXX : {$XXXX}, {$XXXX0}, {$XXXX}, {$XXXX} XX/XX/XXXX : {$XXXX}, {$XXXX}, {$XXXX}, {$XXXX} XX/XX/XXXX : {$XXXX}, {$XXXX}, {$XXXX}, {$XXXX} XXXX. Additional Fraudulent Charge : On XX/XX/XXXX or XXXX, I discovered another fraudulent charge of {$XXXX} that I had initially overlooked. This matter was promptly resolved, and I received credit for this amount. However, the bank representative told me that this {$XXXX} overlook was the main reason for denial of the rest of the transactions. I was hoping after settling this fraudulent transaction, the bank might consider to settle the rest of the transactions but they did not and denied the claim for the second time. 

5. Reasons to Reconsider the Claim : Inconsistent Usage Pattern : The fraudulent transactions do not match my typical spending habits, which can be verified by reviewing my account history. 
Geographical Discrepancies : The fraudulent transactions occurred in areas far from my residence and usual business activities. I live in XXXX, XXXX and the transactions took place near XXXX and in other places in Maryland, where I have no business. 
Casinos and Surveillance : The transactions occurred at casinos and establishments I have never visited. Casinos require identification for entry and have extensive surveillance. I urge you to request footage or identification records from these casinos to confirm that I was not the individual conducting these transactions. 
XXXX XXXX XXXX : The continued and immediate use of the stolen debit cards demonstrates a clear pattern of theft and fraud, not an isolated incident. 
Personal Responsibility and Impact : I am a responsible individual, working XXXX days to support my family of XXXX, including XXXX children with XXXX. The loss of this money severely impacts my ability to pay rent, their medication, and cover other essential expenses. Denying this claim puts my family 's well-being at significant risk. 

XXXX. Inconsistency in Credit Decisions : It is perplexing and unjust how my personal account was credited for the same fraudulent charges while my business account claims were denied, especially since the transactions were similar and likely conducted by the same individual. 
For these reasons, I urgently request that the CFPB investigate this matter and require Bank of America to reconsider my claim and issue due reimbursements. I depend on this money to support my family, and the current situation has placed us in a precarious financial position. 
Thank you for your attention to this matter. I look forward to your prompt response. 

Sincerely, XXXX 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