Consumer complaint received 2023-11-29
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I wrote a letter to BOA on XX/XX/XXXX to dispute XXXX ( XXXX ) fraudulent charges of {$3500.00} for a total of {$7000.00} on my XXXX XXXX XXXX XXXX account ( ending XXXX ) on XX/XX/XXXX ( which also reposted on XX/XX/XXXX on my new card number ending XXXX ). My Bank of America fraud case number is XXXX. 
On XX/XX/XXXX at XXXX, I received a text on behalf of Bank of America asking me if I used the card # XXXX at XXXX for {$380.00}. The text was so suspicious since I did not use the credit card nor make any charges at the time, so I went to BOA Apps to check my credit card transactions. After checking I found two ( 2 ) pending unknown/unauthorized charges with the amount of {$3500.00} for a total of {$7000.00} at the PP*Migueltourguider @ gm. 
I immediately called the BOA Billing and Fraud Department right after to dispute those two charges and reported them as fraudulent transactions. BOA representatives closed my old card and replaced a new one ( ending XXXX ) for my future use. They asked me if I had lost my card, but I told them I did not know since I had NOT use it for a long time. After the call, I looked for my credit card and confirmed that the card was lost/dropped/stolen on/before XX/XX/XXXX. 

The dispute process was evaluated after my call on XX/XX/XXXX. However, it was announced that they disapproved my dispute since they found the transaction was charged per chip card scan and/or pin provided. I did not know this denied result until I found those two transactions reposted on XX/XX/XXXX with my new credit card ending XXXX on Sunday XX/XX/XXXX. 
On XX/XX/XXXX, I called in the BOA Fraud Department again and found that those 2 transactions repost because they did not know that my card was lost based on my first report. They then updated the information in the system that the card was lost/stolen and reopened the case. 

However, till the now, over 90 days from the original date of XX/XX/XXXX and over 45 days from the re dispute date XX/XX/XXXX, nothing is resolved. My Fraud charges still posted on my account and they made me to pay monthly with interest charges added on. I called them many times to follow up. However the only thing that I have received from them is no updates and failed promises. There is no way to get in touch with the direct team that taking care of the issue. The process is taking too long and frustrating. They need to investigate to honor the truth and Im ready to be in court if needed. I also did file a police report with the XXXX XXXX department and an identity theft.gov for this case. I need the fraudulent charges and any fraudulent related occurrence fees to be removed. 

I, XXXX XXXX, the owner of the XXXX XXXX XXXX XXXX credit card ending XXXX, did not make any charges at the XXXX XXXX  XXXX. I was not aware nor authorized any transaction at this unknown merchant. Please help to investigate carefully, review and remove those the total amount of {$7000.00} total charge from my account.

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