Consumer complaint received 2023-07-22
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:
Refer to my case no. XXXX with bank of America on my recent fraud claim on XX/XX/XXXX my travel visa credit ending in XXXX. I received a letter only XX/XX/XXXX from the bank, said that my claim was declined reason is the fraud was issued by my phone. I reported I lost my phone before this fraud transaction was made and I was in financial centre calling the fraud department with banker at the time it was happened. 

On XX/XX/XXXX, I have reported my phone was lost and dont have access to receive message at Bank of America Financial center at XXXX. I was talking to fraud department on the phone at financial centre with the Banker XXXX XXXX from XXXX XXXX XXXX XXXX, XXXX while this transaction was made. 

The first fraud transfer was made on my checking account, I went to the financial centre immediately when I received an alert that someone look into my online login, and they successfully login to my online banking by using my phone number to receive message, take control of my online banking. I went to the financial centre immediately, the banker XXXX XXXX, she helped me though the process and report fraud on my checking account at XXXX ; XXXX. I was talking to a person from Fraud department in Financial Centre regarding the transfer on my checking account, at the same time this fraud transfer was made {$2400.00} on my credit card XXXX. 

I call the fraud claim directly when I received a message from the bank on XX/XX/XXXX and I already reported that I dont have access from my phone before it happened, I havent issued any transfer on my credit card. The person add their device on my account on XX/XX/XXXX, and add the fund transfer by XXXX from my checking account, I only use my iphone XXXX XXXX  XXXX with XXXX  before this happened, they use an XXXX XXXX which showed on my online banking that do not have XXXX. Here are some of my evidence that the bank should have record regarding the fraud transfer happen. 

- The banker XXXX XXXX from Financial centre at XXXX XXXX XXXX, XXXX, can prove that I reported my phone lost and someone was fraudulently logged into my online bank at XXXX that morning, - At XXXX ; XXXX on XX/XX/XXXX, I was in financial centre with the banker XXXX XXXX, calling the fraud department using the phone from XXXX 's desk, talking to fraud department report the XXXX XXXX my phone, and report someone using my phone to receive message and logged in to my online banking, take control of my banking account since XXXX - Bank should have record that the text message was sent to my lost phone XXXX, which I already reported lost at XXXX - Online banking record showed that I'm using my XXXX XXXX XXXX XXXX with XXXX and my XXXX desktop using chrome to login XXXX my bank before. On the enrolled device list I found out from my online banking on XX/XX/XXXX, showed that there has an XXXX XXXX enrolled in my device list, I didn't approve this device and I never have it. The last transfer I made via mobile banking is XX/XX/XXXX XXXX making a transfer by using XXXX XXXX XXXX XXXX with XXXX XXXX, the only mobile device I am using since XXXX. The bank should have record that I only use my XXXXXXXX XXXX XXXXXXXX and desk top since XXXX. 

- Another issue I found out is, the credit card was expired on XX/XX/XXXX, and I havent activated yet, while the fraud happened, the card center sent me a replacement card which ending in XXXX on XX/XX/XXXX, right after I reported the fraud transfer. If the credit card never activated how they can use it and make a transfer? I havent used the my travel visa credit card for almost 4 years, back in XX/XX/XXXX, the last purchase I used was from XXXX for hotel booking, where I was travelling in XXXX. 

- I found there has another fake debit card and account was issued under my name and address by Bank of America, added into my two XXXX accounts. Here I attached the document. And back in XX/XX/XXXX, I dispute a fraud purchase of XXXX membership which issued directly from my checking, the bank already issued credit back to me. I am not sure how the person can use my bank account to pay the membership.

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