Consumer complaint received 2025-04-07 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: CA

Complaint narrative:
On XX/XX/XXXX we discovered 5 fraudulent ATM withdrawals on our account made from XX/XX/XXXX to XX/XX/XXXX, and I immediately submit a claim through our bank, Bank Of America, for the charges.. 

XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX TOTAL = {$960.00} Notes : XXXX ) The Merchant description for all 5 of these transactions was the same ( except for the XXXX  number ) : XXXX XXXX XXXX XXXX XXXX WITHDRWL XXXX XXXX XXXX XXXX XXXX XXXX XXXX  ) The merchant name XXXX  is not familiar to us. 
XXXX ) We have never been to this town XXXX, we live XXXX XXXX hours away from it. 
XXXX ) When you XXXX this address XXXX XXXX XXXX XXXX, XXXX CA, XXXX, it doesnt exist on the map at all. RED FLAG!!! 

We hardly use our debit cards for the very reason of scammers and fraud and banks being hard to deal with ( we hear horror stories, and now weve become one ). 

Timeline : On XX/XX/XXXX we submit the claim. 

On XX/XX/XXXX the bank issued a temporary credit of {$960.00} while they investigate. 

On XX/XX/XXXX we receive a claim update which was a letter saying the claim was denied with no reason to why so I have to call and ask. 

On XX/XX/XXXX I call and speak with XXXX. He says they show on their end that the pin and chip was present, but with my information I gave, he agrees it is suspicious and is going to re-open the claim and investigate further based on my information I provided ( same info as provided above ). 

On XX/XX/XXXX we receive a claim update which is another letter stating the bank has denied the claim. Again, they did not provide information as to why, so I have to call them and ask. 

On XX/XX/XXXX I call and speak to XXXX, who told me that according to their records, the card and pin was present for these transactions so we must have approved them, or given our card to someone. He said I can dispute this finding and I can send a fax to the fraud department with all the additional information ( which is the same as I provided above ), and they can look further into the merchant. 

XXXX XX/XX/XXXX I faxed the letter to the fraud department with all this information, which is the same information I provided initially and over the phone. 

On XX/XX/XXXX or maybe the XXXX, I get a phone call from a woman from the fraud department ( I didnt write down her name ) but she asked me some further questions about these transactions and i provided her with all the same information again, she said thank you and they will continue to investigate. 

On XX/XX/XXXX we received a claim update which is another letter saying theve denied the claim again. And again, with no explanation to why, and I have to call to find out. 

On XX/XX/XXXX I called and spoke to XXXX. She confirmed the same reason was provided as before the chip and pin was present so therefore its a valid transaction in their eyes. I told her that weve NEVER been to this town named XXXX ever in our life. I said there would have to be some video footage, and she said with 3rd party ATMs its very unlikely they would be able to get footage. She said I can try to dispute it again, or if we have any further evidence that we were not in XXXX any of those days the transaction were done that we can provide, or we can file a police report and then provide them with the police report number. 

At this point, we are months from the events occurring now, any chance of video footage is long gone Im sure, and I feel like a piece of trash on the sidewalk to Bank of America after being a loyal customer for over 21 years. Their {$0.00} Liability Guarantee doesnt seem to be something they actually provide. It just makes them sound good. Im frustrated and I want my {$960.00} back.

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