Consumer complaint received 2021-08-14
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NJ
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:
My name is XXXX XXXX of XXXX XXXX XXXX, XXXX, NJ XXXX and this concerns a previous Travel Rewards credit card I had of last 4 digits # XXXX, which I had to change. I called the XXXX number and reported a credit card fraud ( a {$260.00} charge from a company called XXXX on XX/XX/XXXX ) within hours of it being posted to my credit card. The billing department put the charge in dispute. They also cancelled that credit card and issued a new card number which I waited over XXXX weeks for replacement. A few weeks later, I noticed the charge on my account again. The billing department was called and they said they received confirmation from the merchant that I bought the item and it was received. Their evidencean email address of XXXX and a delivery confirmation by the company to my zip code, they purported to have delivered it to my home address ( XXXX XXXX XXXX, XXXX, NJ, XXXX ). That is not my email and I received no package delivery as both my husband and I have been working from home since XXXX of XXXX. As further proof, the company said it was a Have Stamps 925 Sterling Silver heart love necklace pendant bijoux for lady Design womens party Wedding engagement jewelry forthe Bride ) sic. When I called Bank of America Billing, the sales associate said she would put it in dispute. I called back a few days later and found it was not put in dispute, but the Fraud department then did put it back in dispute. A week later I was told it was confirmed that I purchased the item and it was taken out of dispute. 
We received the documentation. I saw that it was a tracking number from XXXX for Abroad Delivery. The number was XXXX. I called XXXX to verify the shipping. It was a valid tracking number. They verified that a package had been delivered to zip code XXXX XXXX XXXX, NJ on XX/XX/XXXX at XXXX and left on the porch. I asked for the address to verify and was told it went to XXXX XXXX XXXX, XXXX XXXX, NJ XXXX Attn : XXXX XXXX. That package did not go to me, it was a domestic package from XXXX, it was not an international delivery from XXXX from XXXX. 
I called Bank of America. They had taken my account out of dispute again and I told the representative that I confirmed verbally that the package was domestic not international, did not originate from XXXX  but was from XXXX, and did not go to me at my address like the information provided by Bank of America received by the merchant said I called XXXX. No one from Bank of America called them to check on this tracking number. They told me if the number is checked through their tracking website, it will come up with XXXX as delivery zip code with XXXX XXXX as the town and no correlating address for security purposes. To find out the further details, one must call XXXX and speak to a representative. 
My husband and I have spoken to eight separate Billing department representatives and three Fraud department representatives. I am asking for the Fraud Department, the Billing Department, the Investigation team or SOMEONE to just call XXXX and verify that this fake XXXX necklace package that the shady XXXX  merchant charged me {$260.00} to my card for with a false email address and a stolen but valid XXXX XXXX tracking number be verified to be false. 
PLEASE have someone in one of your departments actually call XXXX  and not check on the computer, which doesnt give detailed information. The XXXX numbers are : XXXX XXXX XXXX and the XXXX Domestic number is XXXX. I called the International number, since it was claimed to be an international package, but I was told either side will be able to track that package through the XXXX Tracking Number XXXX. I spoke to two different representatives who confirmed that the XXXX  information is false and also that Bank of America misrepresented to me that they checked with XXXX. 
Sincerely XXXX XXXX XXXX XXXX XXXX )

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