Product: Prepaid card

OK, so there are two claims that were made the first one was from XX/XX/XXXX and it was Im sorry XXXX and it was for two dates of two charges on one date that coincide with a whole list of other charges that were on another claim and actually were approved so after looking more closely once the accounts were wrapping up their services, I went ahead and dived and took a closer look at my previous claims and realized that the company somehow mistakenly left out these two charges that have a sum of about {$1100.00} and I made it very clear Representative I spoke to to the woman that took my claim down and she said she made detailed notes to give to the would be helping me with coming over with the final decision this situation in doing so I got back a negative response and they said that they somehow got information that either I made the charge or someone they know me the charge which is totally untrue. I was nowhere near Where the charges were made, and I didnt have time and they know that because I have submitted multiple evidence pieces, including a police report and a personal statement that outlines the exact whereabouts of myself and more or less what happened to me during that time and the response I gained from The other claim that the charges are literally right next to these two charges that I am talking about were all approved. It was like 10 more charges. I believe after the two that I claim last year that are in question they were all approved by whichever agent it was but when re-filing and Relating the information over it doesnt seem like the person is reading what Im saying or theres not trying to understand it. I dont know if it has anything to do with the company their relationship with XXXX  , but it really seems like there just being there for the bare minimum of whatever anyone is asking Now the second claim is for charges that were for the same year starting in XXXX and theyre dating all the way back down to XXXX I believe and they are from a merchant called XXXX which I have no idea what that could possibly be I Went ahead and guessed that it was a casino of some sort is impossible for me to go to a religious basis, and during the time of the fraudulent charges being pushed through, I was in a completely different location. Every single time those charges were pull through that account so the agent had explained to me, more than likely that the perpetrator had to have somehow duplicated my card and was using it elsewhere and somehow they didnt get any kind of red flag or anything at the time question again so these charges range from XX/XX/XXXX all the way down to I believe it was XX/XX/XXXX and those charges that were not done by me and again I submitted the police report outlining exactly what happened And I listed Person that I was having some problems with that were in the home that I was living in that I really am convinced that I think it was them or something to do with it just because I wasnt getting any of my mail there and they were just treating me extremely rotten so Theres that. Again, its all over my account if you look through the claims that I have previously filed, there are charges from the same establishment XXXX XXXX and those charges were sure to be all wiped clean and they were proven to be not me and I establish an alibi of course not being anywhere near there And never planning to go there, especially with the government thats helping me out with my financial situation during such a scary time meaning XXXX  I feel as if everything was plain black-and-white for them to see and again all of the different points that Im making here for this claim as well it seems to be just overload completely Bank of America and again I dont know if it has to do with the transferring over of the XXXX  leaving the XXXX  community or however, you wan na call it theyre no longer servicing. The appointment department is totally fine. I just want to make sure everyone is being treated fairly in the situation, including myself.