Consumer complaint received 2023-02-13
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WI
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
At the end of XXXX, I experienced fraud on my credit card. I called BoA to address this fraud, and they immediately took care of it. Over that statement period, there were multiple transactions on my card, including the bank providing refunds, the vendor providing refunds, and the bank charging the card for the vendors refunds ( in order to balance out the card to its original amount ). However, in my XXXX statement, I noticed I had a " duplicate credit '' charge on my account for {$110.00} on XX/XX/2023 that I couldn't explain. I figured it was associated with that fraud claim back in XXXX, so I recalculated those numbers associated with the fraud to see if the balanced. They balanced, so I contacted BoA to get a better understanding of the charge and make sure my math was on target ( because I would absolutely pay if it was a genuine duplicate credit ). 

The first time I attempted to contact BoA ( on a weekend ), I spoke to a representative who gave me a number to call during normal business hours since it was a problem he could not addressed. He walked me through what he was seeing on his side ( e.g., confirming it was associated with that fraud back in XXXX ), but he was powerless to address the charge. That week, I then attempted to call BoA during my work hours. Throughout the day, I spoke to XXXX different representatives, all failing to tell me where this charge is coming from ( beyond it being associated with the fraud claim ) and all failing to be able to do anything for me. They would throw be " back over the fence '' to another department, so across the day, I spoke to the general customer service branch, the general fraud department ( e.g., the department that helps file a fraud despite ), and the existing fraud claim department. By the end of the day, I spoke with a manager within the customer service branch ( after my call was elevated ) who also could not help me or explain the charge, but she recommended I contact the Existing Fraud Claim department again and have my call elevated to a manager in that department as they should be the ones who could address this. Apparently with each person I talked to, they filed a complaint on my behalf for being sent to the wrong department, but I can't speak to if those complaints got filed or are even looked at.

Today, I called the Existing Fraud Claim department and explained my situation and history of trying to resolve it to the representative, requesting that I be elevated to a new manager as that was the recommendation that was given to me by a manager of another department. As of this writing, I have been on hold for 2 hours and 15 minutes waiting to speak to this manager. While waiting, I also used the online instant messenger service through the website as I was loosing hope my phone call would actually be answered by a manager. While messaging with this person, I explained my situation and shared that I was just trying to get connected to the right person to explain this charge to me and address it. The messaging representative said they were still trying to look into the problem before the chat was disconnected ( not due to a lack of internet on my half ), and now I can no longer even access the message function through the BoA website. 

Attached to this claim, I have included a letter from the bank regarding the charge ( that a representative had to point me to within the BoA portal ) and a screenshot of my phone waiting over 2 hours with the Existing Fraud Claim department today.

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