Consumer complaint received 2025-06-04 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: CA

Complaint narrative:
XX/XX/year> around XXXX XXXX  called in to Bank of America Fraud dept to report unauthorized transactions from a stolen or lost debit card. Filed a report for fraud activity on XXXX transactions of {$200.00} totalling {$810.00}. Talked to an agent and told him my situation that day. 

I told him on XX/XX/year> around XXXX XXXX  I deposited {$930.00} into my BoA checking account at the ATM ( XXXX XXXX XXXX, XXXX XXXX, CA XXXX ) because I was paying for an event the next day for that amount. It was to pay for the rental space, food and insurance. After the deposit, I got some food and went home. I went to take a nap because I had not gotten good sleep the night before and was not feeling great. I woke up around XXXX, got ready to go out, so I went to look for my wallet, but could not find it. I looked through my banking app and noticed these transactions that were not authorized and made in XXXX XXXX. 

The agent asked me how they would have gotten the PIN number but I have no idea how. I was at the ATM recently using my PIN number with my debit and there was a crowd of people waiting behind me to use the ATM as well and even people on the side of me using the ATM right next to me. 

On XX/XX/year>, I was sent a notification on the BofA app saying that my physical card and PIN number were used so therefore my claim was denied. 

I called BofA fraud again, telling them again, that my wallet was gone and my debit card stolen. The agent this time, XXXX told me that none of this information was recorded on my claim and I filed a complaint with BofA because of how poorly my claim was handled. XXXX reopened my fraud claim with this " new '' information and again it was pending information. I told him I filed a police report with the XXXX XXXX XXXX  and that I had not received my permanent case number but will provide it when approved. He said he would note that the investigation team should look at the cameras on the ATM. 

I called XX/XX/year> again to provide my police report number XXXX. The agent I talked to told me I could upload it via my app or to email it to XXXX. I opted to email my police report to this email. 

XX/XX/year> XXXX XXXX XXXX of the complaint dept called to talk about my complaint however she left a message. I tried calling back multiple times only to talk to an answering machine. 

XX/XX/year> again, received a notification on my BofA app that my fraud case was denied because the physical card and PIN were used. Again I called and talked to an agent named XXXX. He told me my police report was never received and that I was given the wrong information on how to provide my police report to the fraud team. He advised me that my claim would be reopened when I submit my police report and that I can fax it or go into a banking center to have them fax it. I asked about my temporary credit within the 10 days period, and he told me that date was XX/XX/year>. 

This has been an ordeal trying to get my money back from Bank of America. Their agents are poorly trained with insufficient information on how to file claims into their own system apparently.

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