Bank of America - Several fraudulent charges appeared on my Bank of America (BOA) joint checking account beginning in late March of 2004. On May 14th 2004 I filed my claim for $131.48 plus a $30 NSF that one of the fraudulent transactions caused on my acc

Bank of America - Several fraudulent charges appeared on my Bank of America (BOA) joint checking account beginning in late March of 2004. On May 14th 2004 I filed my claim for $131.48 plus a $30 NSF that one of the fraudulent transactions caused on my account.

Bank of America Fraud Investigation Really Done?

Several fraudulent charges appeared on my Bank of America (BOA) joint checking account beginning in late March of 2004. On May 14th 2004 I filed my claim for $131.48 plus a $30 NSF that one of the fraudulent transactions caused on my account.

When I questioned the precise time of day these transactions occurred, I was told by customer service and the fraud department that this information was not available because the transaction were not electronically swiped or entered. Strange since I have my card swiped at every transaction with no problem and have to sign for everything other than debit/ATM PIN card purchases. Our gasoline is purchased at the pump on the Visa portion of our card with no PIN code and no signature required! Both departments were being extremely vague with me as to the information they were providing to me. They appeared to be manually keyed in at the point of sale? I couldn't understand what they were indicating?

One representative explained to me that it could be possible that my card # was stolen at a restaurant by a waiter/waitress and then they could be using it at another job to charge stuff manually or have a friend charging it manually for them. So the fraud department informs me that they are canceling my card and I'll receive a new one in 7 to 10 days. When I explain that this is unacceptable because my family is going out of town on vacation and I need that Visa Debit card. I was then instructed that I could go to any branch and get an ATM card until my new card arrived. Well, of course it's 4:30 on a Friday afternoon I'm at work and my husband dropped me on this day so I have no transportation! He won't be there to pick me up until 6:30 p.m.

There is no bank within walking distance from where I work. And the fraud department explained that they were sorry but once a claim is filed there is nothing they can do but cancel the card. Nice. At least I was able to get them to reverse the fraudulent charges in my account and give me my money back pending the investigation. Within a few days I received letter to sign indicating that I did not authorize any of the charges on my account. I thought all was done. I was so very wrong. I then received a letter a few weeks later in which BOA indicated that the transactions on our account were not fraudulent and in fact authorized and the funds would be reversed from our account by a certain date unless we responded before then. Well, of course I called and the response I received was that since the charges occurred on both my card and my husband's card and we both still had our cards in our possession then the charges had to be legitimate. There was never any mention that charges were occurring on both of our cards at the time of my claim on May 14th by customer service and the fraud department! I asked several times if it was just my card and if my husbands card was okay! I was told that only my card was involved.

They only suggested that we should cancel my husbands card. We never did because we figured what was the point if there was no fraudulent activity occurring on his card. In addition, I explained to the fraud department on my second call that customer service could not provide me with an exact date and time of the transactions because they were not electronically entered, they were manually entered into the BOA system, my husband and I never have had entries manually entered for any transaction. Furthermore, my husband and have different names and he works nights and weekends. This means he is almost never home when I am so we are almost never together at the same time, but we do frequent the exact same places because we tell each the best places to go to for food, gas, etc. The coincidence of this happening to both of us is, I think, significantly high.

Of course the representative kept telling me that because both cards were involved and you still had the cards in your possession then you had have made the transactions. I then argued that we'd never heard of the merchant Marshall's that was charging us! I had initially asked for the sales receipts proving we had been there and giving us some idea of what Marshall's was? The representative then told me that it was a Department Store. At which time I told him we've never been to a Marshall's and never heard of that store.

We have kids we shop at Wal-mart and Target, just look at our history for the last 9 years! Of course all I got was uncaring, lack luster, could be doing better things attitude from the representative I was speaking to. At which time I adamantly refused their decision and told them that it was a bunch a crap and asked if they even investigated like I requested? I was told there was no information available from the investigator and I could appeal the decision and request the information again. I did so and was also able get keep the funds that they were planning to reverse from account. Then I waited, again. Then a few weeks later in mid July, I noticed that they reversed the funds from our account while looking at my account statement online and this time without notifying us at all. I called again, furious. When I asked what the status of my claim was I was told they didn't know. There was no activity, the claim was incomplete and information was pending. When I asked then why were the funds taken out of my account if you haven't completed the investigation the only response I was given was "I don't know". I asked if the money would be returned and I was told not until the investigation was completed. Again I made it very clear that I wanted the transaction receipts with our signatures proving we were there.

I informed the representative that my husband had an extremely unique signature and there was no way anyone could ever forge it and forging my signature would be very questionable. I wanted those receipts, I asked the representative that if they were manually keyed in, then it was my impression they would require someones signature to authorize the sale so I want to see the sales slips. I was assured they would get these to me as soon as possible and to call back in a few weeks to follow up. I called back now in late July, a few weeks as instructed and was told at this time that the transactions were not at a department store called Marshall's as I had been told so many times before that it was actually a gas station called Marshall's. Up until now we had been repeatedly told that the transactions were at a department store that we had never heard of, now I was being told it was a gas station and that the transactions were "consistent with our spending habits." Has anyone really investigated this claim at all? And regardless of what kind of merchant this is where are my receipts that I have been requesting?

Again requested copies of the sales receipts for the 4th time!!! Again explained to representative that since we swipe at the pump for all of our purchases of gasoline and customer service initially told me that the transactions were manual entries then these transactions for gasoline would now definitely require a signature. If they were ATM gasoline purchases we would've had to enter our PIN thus making it electronic. Catch 22 BOA on your part!! I also requested the physical address of the gas station because the name is not one I could say I'd ever been too and I wanted to make sure it was on my drive to and from work so I can investigate on my own. Obviously BOA isn't going to investigate it! In addition, since the date that I had to destroy my original debit card the transactions to this mystery store have ceased all together. My husband went into a local BOA branch after my second call to them when they initially denied our claim and his original card inactivated and a new one issued. Still no transactions have appeared from this merchant since my claim began?Wouldn't you think since this is "consistent with our spending habits" that we would have purchased gas from them again sometime during these last 3 &#189 months since it's what they also said is within our residential and area of employment!

Furthermore, I've stopped in to most of the gas stations within my residential and area of employment and recreation and have begun saving the receipts none recognize the name Marshall's, have the name Marshall's on the receipt or have heard of Marshall's. Amazing. You would think that I would know where I usually purchase my gas. To date I have made at least 7 calls in the last 3 &#189 months and no requested information is being provided. I honestly do not believe that any real investigation has or ever will be done, I believe that only assumptions were made on the behalf of BOA. Some customer service representatives have been extremely uncaring, unhelpful and unapologetic. News for all you BOA customer service representatives, without your customers you wouldn't be employed! And with those who've had attitude with me I hope you have the pleasure of going through the same thing someday with big corporate bank and with someone just as uncaring as you. So much for the Zero Liability Visa Check Card that BOA so proudly boasts and advertises. As I have always felt, in our judicial system you are guilty until you can prove yourself innocent! Goodluck! I am now filing a formal complaint with the OCC, not sure that this will resolve anything? But I'm willing to give it a try. It's not a matter of the money anymore although it would be nice to get it back as it is mine. No, it's now the principal of the matter. It's big corporate bank pushing the little customer around because they don't think we're important. Hoping I will eventually just give up and forget about it. Wrong! You're messing with the wrong customer! Shame on you for enticing customers to entrust you with their money.

Advertising zero liability and leading them to believe you actually investigate crimes of theft against their money while it's in your care! Who do you think you are? I may not be the richest customer, and I may not be the best customer. Sure I've had NSF's due to some financial difficulties and illnesses in which you've graciously collected a nice fee of $33.00 for each, but I've also been a loyal customer for over 9 years! This little small time customer could win the lottery tomorrow and I'm sure the heck not putting a dime of those winnings in your bank! I'll put it under my mattress or in the cookie jar first! C. H

Lockhart, TX Celeste H

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