Consumer complaint received 2022-04-04
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
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:
Approximately XXXX XXXX XXXX on XXXX I received a phone call / voicemail that alerted me to potential fraud on my Bank of America credit card, in the form of a pending ( balance transfer? ) check for {$11000.00} ( which I had not initiated ). The phone number listed for me to call back did not appear to be connected to BofA based on a XXXX search so I was concerned that the call was a fraudulent attempt to gain my PII. I promptly logged into my online bofa account and saw that there was an alert directing me to call a different number than was listed in the voicemail. I called that number and was transferred to no less than XXXX or XXXX people and countless different depts ( including at times managers/supervisors or other associates they were conferring with ) and no one was able to mark the transaction as fraudulent ( nor were they able to verify the number that called me originally ) and finally was transferred to someone who said there was nothing to do and " we were good to go '' - suggesting I had in fact wasted XXXX hours of my time and they would not be investigating the fraud. In addition, each person I was transferred to were completely befuddled why I would be transferred to them as there was no ability for them to help and they seemingly just picked another random person to transfer me to. Each subsequent person required me to provide security info and I had to rehash the facts each and every time. I spent XXXX hours ( the majority of it on hold ) being transferred from XXXX individual to another, none of whom could actually address the issue and yet no one could admit there was nothing to be done so they just continued to waste my time until I finally gave up after XXXX hours. Congratulations XXXX XXXX - your fraud will go unchecked because BofA does not know how to mark fraudulent matters as fraud! XXXX XXXX has undoubtedly determined there is a flaw in the system that allows fraud to go unchecked - because their system wont allow it to be reported, it only allows for the cancellation of the transaction when it does not get an affirmative approval after a certain amount of time. Who knows how many criminals in addition to XXXX XXXX are exploiting this and trying account after account without repercussion. In addition, it is completely egregious how long the wait times are and that their customer associates have no idea how to handle what should be a straight forward matter. Particularly insulting is their policy that, because their wait times are so long, they don't allow the associate who has decided to transfer you to someone else to stay on during the transfer to explain the scenario and reason for transfer - which seemingly allows for them to just pawn you off another customer service associate who is unable or unwilling to help. It seems BofA cares about wasting the time of their employees but not their customers. If the credit system wasn't set up to penalize you for taking away your business from a credit card company ( by dropping your credit score for closed accounts ) I would obviously cease to due business with them. BofA has consistently provided me poor service since XXXX when I opened this account ( and dating back to XXXX when I opened a checking account with them ) and this is just another example of their poor commitment to their " valued customers '' and abysmally trained employees.

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 non-monetary relief