Consumer complaint received 2023-06-03
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NJ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
-I was approved for a XXXX XXXXXXXX Bank of America Visa Card on XXXX -My intent was to use this card to pay for an upcoming cruise ( balance due early XXXX ) to get the cruise points -My card was to be received in 7-10 business days, therefore after about 2 weeks, I called Bank of America to see the status of the card. The agent stated that the card was shipped, therefore, since I never received it, the agent stated she will expedite me a new card ( new card # ), which I than received about 2-3 days later. 
-When I went to use the card in early XXXX to pay the cruise balance, I kept getting a declined message. I was confused as to why the card was being declined, as in my mind, this is a new card, and should not have any balance. Around the same time, I was getting a fraudulent charge message from Bank of America. 
-When I spoke to the fraud agent, it was stated that I had a balance of XXXX  dollars on the card, and there appears to be fraudulent activity. I immediately told them to close the account and launch an investigation. 
-We just received notification that the dispute was denied since the card was used, chip reader was used, pin was used, and the thief signed receipts. 
Here are my disputes : 1 ) The fraudulent charges were 6 consecutive days of purchases at XXXX XXXX across NY ( XXXX XXXX, XXXX, XXXX, XXXX, XXXX, XXXX XXXX  ). I'm not a construction worker, contractor etc., why would I be going to 6 different XXXX XXXX  on 6 consecutive days across NY? I live 5 minutes away from a XXXX XXXX, none of the ones mentioned! The charges were so obviously trying to fly under the radar, with the min being XXXX and max being XXXX. 
2 ) Clearly, the thief intercepted and used the original card that I never received, which would have made it easy to activate, create a PIN etc., so Bank of America 's reason for denying the claim is complete bull. Additionally, if the charges were made prior to me calling for the new card, wouldn't the agent have mentioned that when I let her know I never received the original card? Conversely, if the charges were made AFTER the new card was issued, Bank of America agent was either in on it and is a thief, or really messed up because as soon as I called and stated that card was never received that account should have been CLOSED. 
3 ) I have another Bank of America credit account open since XXXX, 19 YEARS! Never one credit dispute! Why all of sudden would I go all criminal and try to scam XXXX dollars? 
4 ) This is a XXXX XXXX Bank of America Visa card, I have a cruise booked, there is record of me trying to pay using the full XXXX balance of this card to pay XXXX XXXX. 
In conclusion, Bank of America 's XXXX XXXX investigation was XXXX, and I will fight it till the day I die, so LET 'S GO. If I have to open a criminal investigation on all Bank of America agents that I have dealt with regarding the matter, we can go that route too. To be a customer for 19 years, and to have to put in so much effort into something that was clearly fraudulent, and is ridiculous to me. THATS WHAT 19 YEARS AS A CUSTOMER OF BANK OF AMERICA GETS YOU, A HEADACHE!!! BEWARE, DO NOT APPLY FOR ANY CREDIT CARDS FROM THIS COMPANY!

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