Consumer complaint received 2021-07-29
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XX/XX/21 I noticed that there was a charge made to my card that I didnt do. When I looked into previous days I noticed that it was more than one. It was {$190.00} worth in purchases. I contacted the merchant to complain about which it was XXXX through email. The next day I contacted Bank of America to dispute my transactions. I waited about a month and then I received a letter saying that they already finished the investigation and found that it concordat with my usual usage. I call them to see how they came to that conclusion since XXXX emailed me back with the information of who have done these purchases. They reopened my case just to a couple of weeks later send me a letter saying that these purchases where made by an authorized user on my account which I do not have. Spend two almost two hours on the phone just so they can say we have to resubmit the dispute again. They did and a few weeks later the same thing a letter on the mail stating that it was an authorized user which like I said I do not have. I asked to speak to a manager and explained my problem and asked for the manager to explain how the investigation is done since is obviously they didnt do it since I was the one that emailed the merchant and had to pay {$6.00} extra to fax the paper over to them since I couldnt even email them. He said it was a mistake they did on the first dispute and that now he fixed it and it should be approved. A couple of week later the same letter came is now almost XXXX and my dispute still didnt get approved. A week ago I tried calling again was on the phone for almost two hours going from manager to manager and the last thing that manager told me was that in order for me to get my money back I had to do a police report and call back with the information so my dispute can be approved. Before hanging up I told her I recorded the information she just gave me and that she was sure that is how it was going to happen since I keep getting different things said to me from different people there she lied and said yes that she noted in my account everything we talked about and what she suggested. When I did the report I called back and they said there is no note and that I need it to fax or mail the police report which they only have me a lil card with the number and the police officer information. She said she going to reopen it and this time it should work. This manager expla To me how they do investigation and noticed that in my account the merchant was not contacted. They never investigated on my case apparently according to a lawyer it would have cost Bank of America more than {$200.00} to investigate my dispute and for them that would have not been worth it. I cant believe this bank. Is a shame they even open!

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 explanation