Consumer complaint received 2019-03-27
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XX/XX/XXXX, I logged on to my sons Bank of America account to pay is credit card bill. I am an authorized user on his checking and savings account. I noticed the amount due was larger than the month before. I went to check the credit card statement. I noticed there had been fraudulent activity on this account. There were charges beginning XX/XX/XXXX that were not his. He was the only authorized user on this credit card and he had been XXXX since XX/XX/XXXX. On XX/XX/XXXX, I called Bank of America to report the fraud. The gentleman I spoke with said since I was not an authorized user on the account all he could do was place a hold on the account. I explained that my son was XXXX and could not call about the fraud until he was released XX/XX/XXXX. The hold they placed on the account turned out to be only temporary. The charges went from being about {$200.00} to {$1900.00}. On XX/XX/XXXX, when my son was released from XXXX   he called Bank of America to report the fraudulent charges. He was transferred 5 times and eventually he gave me permission to speak with them. On XX/XX/XXXX, he received a letter from Bank of America stating they were investigating the fraud and temporarily removed the charges. He filled out the required paperwork and returned it immediately. On XX/XX/XXXX, he received a letter stating there was no fraud and they returned the charges of {$1900.00} back on his credit card. I again called to find out why they decided there was no fraud. The answer I received was that I paid on the account therefore there was no fraud. I explained I paid because the charges before XX/XX/XXXX were his and wanted to keep the account in good standings. I told them I could fax them proof he was in XXXX from XXXX. They then reopened the case again. After I faxed the proof I called Bank of America on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX to make sure they received the fax. Bank of America said they could not tell me if they had the fax only that the are investigating the claim of fraud. On XXXX XXXX, He received a letter stating again that there was no fraud and to contact the credit reporting agencies saying he was disputing the charges. I called Bank of America to ask what was the reason they found for there to be no fraud, they stated he did not report it in time. I again explained he was in XXXX  and unable to call. Bank of America now opened the fraud claim for the third time. Most of the charges were for XXXX and XXXX eats. He has no XXXX account and I was unable to contact anyone at XXXX. Bank of America said they were also unable to contact XXXX. Bank of America refuses to help and wants my son to pay for charges he could never have made.

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