Consumer complaint received 2023-07-14
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
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 issued a new card on XX/XX/XXXX. I did not receive the card and did not activate it. I was then notified via text that there were multiple charges : XXXX, NY {$470.00} which was declined. XXXX XXXX XXXX {$1900.00}, approved and XXXX XXXX  XXXX, XXXX store {$24000.00}. The text message asked if I or another user of the account authorize this activity and I responded, " No. '' I logged into my Bank of America account and changed my password, after deleting a phone number that I did not recognize. 

I was notified on XX/XX/XXXX that a new card was being mailed out. I never received the 2nd card, therefore never activated it and received a text message advising of a charge on XX/XX/XXXX for XXXX XXXX, NY {$390.00}, declined. Again, I responded " No, '' to the question of authorization. 

I called Bank of America on XX/XX/XXXX after logging into my account and seeing the disputed {$26000.00} was being charged to my account. I received a letter that my claim of fraud was denied. I was advised that they would reopen my claim and I would need to file a police report. I live in Florida and theft of goods using my credit card occurred in person in XXXX XXXX  XXXX, XXXX XXXX. 

My local police department reluctantly filed a police report and assigned a case number, which I was told to provide to Bank of America claims department. Prior to going to the police department, I called the stores, which allowed the purchases to be made. XXXX XXXX XXXX on XXXX XXXX in XXXX, the manager emailed me that she would not be able to provide me with information, even though her records indicate my husband made the purchase and appropriate measures were taken to verify his identity. The manager at XXXX XXXX provided me the receipt for clothing purchased in their store. 

My husband and I live in Florida and we have not been to XXXX in years. 

I called back to Bank of America Fraud department and they added the police report number to my claim. They also issued me a new card and had it expedited to my home address. 

I called Bank of America today to inquire on the status of my claim, as I was locked out of my account by someone other than me was trying to log in with the wrong password. 
I was told the reopened claim was closed and I was responsible for {$26000.00} in charges to my credit card. The audacity they have to tell me to file a police report and then continue to deny my claim is incredible. I told them to reopen the claim because these charges were not made by me or my husband and I will continue to call daily until resolved. 

I was unable to speak with the person denying my claim of fraud. I am appalled at the lack of respect for a customer of 23+ years. I do not use this card for purchases and my history will reflect that. They did not due their due diligence to protect me or my husband 's credit. Bank of America is taking me away from XXXX to spend hours doing their job. I requested the documents they used to determine their claim and am still waiting for them to arrive. 

I have filed a report with the United States Postal Service that my mail was stolen twice. I've also filed a complaint with the FTC. I will not be responsible for {$26000.00} of fraudulent charges. 

My concerns are the collusion with the criminals, not only Bank of America but XXXX XXXX XXXX. They're complicit in illegal activity and make no efforts to rectify or pay reparations to the victims of their negligence.

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