Consumer complaint received 2017-10-30
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: Card was charged for something you did not purchase with the card

Complaint:
XXXX Date Outcome XXXX Fraudulent purchase at XXXX XXXX Fraud dispute credit XXXX Fraud dispute reopened {$970.00} charged again to acct. 
Mem. weekend. Call BOA. Unable to contact fraud dept. because of memorial day XXXX Contact fraud dept to dispute fraud charge reinstatement XXXX '' Fraud dept. will call you back '' XXXX '' Fraud dept. is def. going to call you back '' XXXX '' You will hear from fraud dept. within the next few days via mail or online banking '' XXXX Claim denied letter received XXXX Message left w XXXX XXXX, claims investigator responsible for denying " second '' claim : No new information presented justifying 2nd denial. Awaiting callback. 
XXXX No call back received XXXX Called back and spoke to fraud supervisor. She asks me to submit police report to XXXX. Please include CC # XXXX Police Report and letter faxed to Bank of America fraud center XXXX BOA rejects fraud claim again by message center XXXX Sent letter to BOA again refuting denied claim XXXX XXXX, XXXX Bank of America : Please find attached a police report for the fraud claim on my credit card account # for a fraudulent charge of {$970.00} received on XXXX/XXXX/XXXX from XXXX XXXX. This police report was requested by a supervisor in the Fraud Department on XXXX/XXXX/XXXX. In addition to the attached report, please take into consideration my unique-in-the-world first and last name, publicly available address, publicly available phone number, and publicly available email. Using this publicly available data as evidence in dismissing a fraud claim is highly problematic for individuals like myself with public profiles and uncommon names. 
Please continue your investigation of this crime and refund my account in the amount of {$970.00}. You may confirm the receipt of these materials to me at my disclosed home address, phone, or email. 

Thank you for your time, XXXX XXXX, XXXX Bank of America : I am writing again in regard to the fraud claim on my credit card account # for a fraudulent charge of {$970.00} received on XXXX/XXXX/XXXX from XXXX XXXX. I am very disappointed that you are unable to resolve this claim in my favor. I repeat my concern that you have based the validity of this charge on publicly-available information such as address, email, and phone number. I am especially concerned that your investigator also disregarded the fact that my last name was spelled wrong on the supplementary documentation submitted to you by this online ticketing agency. It is unbelievable to think the retailer submitted anything but the original name input made by whomever committed this fraud and equally unbelievable to claim I go around spelling my name incorrectly as. I am also highly disappointed that I only learned of this fact after nearly six months of calling your office during my last conversation with a BOA employee on XXXX. 
Please reverse your decision. I am beginning the process to shut down all of my Bank of America credit cards and accounts. 

Thank you for your time,

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