Consumer complaint received 2023-03-02
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: Card was charged for something you did not purchase with the card

Complaint:
Since XXXX, I have made every attempt to work with Bank of America to resolve this issue. Not only does Bank of America not thoroughly investigate, they use unfair analytical tactics as a basis for denying claims In example : When I originally filed the dispute of the transactions, a member of the bank of America investigations team informed me that one of the reasons they denied my claim was because I was making payments on the account. He informed me that if I make a payment on my account for the disputed transactions, it is the same as accepting liability for the transactions. As such, I only applied those payments to the part of the balance that I was responsible for and stopped making payments on the remainder of the balance as I continued to make attempts towards resolving this dispute.

To date, regardless of the times I have disputed the validity of the charges that resulted from the account take over, Bank of America denies my claims that the charges were made fraudulently.

Moreover, they fail to provide ANY documentation used during their investigation to make the determination. I have only ever received single page letters from the institution informing me of WHY they came to the conclusion without any proper documentation. At one point, they sent me an envelope of statements. The address on many of those statements was not even my own. Whoever had attempted to take over my account also changed the address on those statements.

I am attaching herewith a copy of the statement with the fraudulent charges with additional notes that I made in the past and one of my dispute letters that was distinctively mailed to Bank of America in XXXX. The only response I received was a single page letter saying that they are denying my claim at this time. 

While this dispute is ongoing, Bank of America on a monthly basis reports my account as a charge off in an effort to re-age my account and make the negative remarks reported more predominant in my credit files on both XXXX and XXXX XXXX. 

Bank of America has a habit of denying valid claims without providing evidence of the validity of transactions. They fail to even review a dispute before making their determination. In my last dispute with Bank of America, they did not even read the police report in which I named the person responsible for changing or using my identity. 

I would like CFPB to review my dispute and assist me in coming to a resolution. This charged off account has caused me to lose great credit opportunities. It has caused me to lose multiple accounts, and has prevented me from being able to buy a home or lease a car under my name. 

Please assist me in getting this matter resolved and prevent further harm to my credit file because of Bank of America. 

I am also attaching herewith a copy of the dispute letter I will be sending to Bank of America and older documents pertaining to my dispute. From XXXX to present, I have filed my disputes using the 3 National Credit Reporting Bureaus without ANY response from Bank of America and I really need this issue to be resolved.

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