Consumer complaint received 2022-03-24
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: DC
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:
In XXXX, I noticed {$3600.00} worth of fraud charges ( roughly XXXX separate charges ) on my Bank of America XXXX XXXX  XXXX credit card that could not have ever possibly been my charges. I did not notice the charges right away when they started in XXXX, however, I was never alerted by my bank to the erroneous charges. I promptly canceled my card, shredded it and reported the fraud to my bank. With zero explanation other than " the charges were consistent with previous charges on your card, '' Bank of America declined my fraud dispute. I did not hear back until XXXX about this matter. I spent hours on the phone on hold, being passed around to different departments, calls dropped and finally reached someone. They said this was unfortunate and that they would re-file a fraud dispute for me, but never asked me how much I was disputing. I heard nothing for about 3.5 weeks into XXXX when I decided to call Bank of America for a status check. The same dance occurred -- hours of hold, transferred me to wrong departments, calls drop, etc. I finally received human contact and explained my situation. She checked on my fraud dispute and the prior person only put into the system a claim on XXXX charge for {$110.00} and that it was also declined as fraud. She opened yet another claim for me and told me to send in any supporting documentation to support my claim. I essentially performed my own fraud investigation and line by line explained how each fraud charge could not possibly be mine -- gave them an XXXX sheet of every charge, provided receipts, airline tickets, train tickets, etc to prove that the charges I was disputing are not mine. I just received a letter in the mail saying that after re-evaluating my dispute, that I was once again denied because " While I did not personally did not make the charges, we confirmed it was made by an authorized user on the account or someone who has permission to use the card. '' No one is has ever been authorized to use this card and I am the only person on the account. I have been carrying this amount on my card since XXXX, all the while making payments on it and collecting interest on the charges that are not mine. My bank will not believe me or protect me, which is absolutely absurd. Why would I put myself through the agony of waiting on hold for hours and spending hours line itemizing my own life to prove that these charges are not mine? Why would I cancel a card and request a new one? Bank of America customer service is absolutely terrible and once this is resolved and my card is at {$0.00} I will be closing all my accounts with them. Never in my life have I ever seen such blatant laziness, neglect and ignorance in protecting the consumer. It is remarkably clear these outlandish charges on my could not have been me. I have currently been on hold with Bank of America for the last XXXX minutes all while being passed to a total of XXXX wrong departments as of right now. 

I attached all supporting documents I personally paid to have delivered to Bank of America 's fraud claims department, which clearly outline how the charges could not be mine.

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