Consumer complaint received 2023-12-23
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
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 received a notice ( XX/XX/2023 ) from Bank of America that my credit card was expiring and that I should be expecting a new card in the mail soon. Please note that I have not used this card for over a year since my XXXX credit card has better rewards. 

A couple of weeks went by and I still did not receive the card. So I went to check my account online and I see numerous charges on the card that I clearly did not make. 

XX/XX/XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX FL {$250.00} XX/XX/XXXX XXXX XXXX XXXXXXXX XXXX XXXX FL {$250.00} XX/XX/XXXX XXXX XXXX XXXX XXXX XXXXXXXX FL {$250.00} XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX {$250.00} XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX {$260.00} XX/XX/XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX {$250.00} XX/XX/XXXX XXXX XXXX XXXX XXXX XXXXXXXX FL {$250.00} XX/XX/XXXX XXXX XXXX XXXX XXXXXXXX XXXX FL {$260.00} XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX FL {$250.00} XX/XX/XXXX XXXX XXXX XXXX XXXX XXXXXXXX FL {$250.00} XX/XX/XXXX XXXX XXXX XXXX XXXXXXXX XXXX FL {$260.00} XX/XX/2XXXX XXXX XXXXXXXX XXXX XXXX XXXX FL {$270.00} These are the only charges to the Bank of America credit card in over a year ( I have not touched this credit card at all ) and the transaction were made all across the state of Florida. I live in XXXX XXXX and have not been to anywhere close to these other cities. I did not receive any suspicious activity alert or notice from Bank of America. I suspect the new replacement card was stolen when it was being mailed to me. 

I immediately called Bank of America to explain my situation and file a claim and dispute all these transactions. A week later, I received a notice saying my claim was denied. I called their Fraud Claim department again, and asked why it was denied and had to explain my situation again. They said they made a mistake and did not note that the card was stolen and said that they were going to re-open the claim for further research. 

Across the months of XXXX through XXXX, I had called them approximately 12 times regarding this claim, explained my situation again and again and to have it reopened. Every time I call, I keep getting re-assured by their Fraud Department that they clearly understand my situation and will make sure to relay it to the claim reviewers. I just received another notice saying the claim was denied once again, because the transaction was chip use. They completely ignored the fact that it was stolen. 

I received a billed statement ( $ XXXX ) for all these charges and the due date is coming up. I do not want my credit history to by impacted by any late fees for these ridiculous charges. 

I am extremely frustrated and am trying every approach to get this resolved as soon as possible. I am at my wits end and desperately in need of assistance. Please help. 

Thank you.

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