Consumer complaint received 2020-11-10
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
This complaint is in regards to my B of A XXXX XXXX card ending in XXXX. On XX/XX/20 I logged into my account and noted two charges that were not mine. I immediately tried calling the B of A dispute number provided on the web page ( XXXX ). I was put in a queue that neither told me how long the wait was, or what number customer I was in line. Periodically, between awful musak, a message reminded me to " Continue to hold and I will be answered by the next associate '' and that " Your call is important to us ''. During the time I was on hold, several more fraudulent charges appeared on my account. I was able to suspend the account/card on my own ( with no assistance from B of A ) during this time. After over 2 hours of MY time on hold, I gave up and ended the call. 

Over the next two days I tried to call several times to this number and another number ( XXXX ) also provided by B of A. Several ~ 2hour waits on hold ( again with no information about the queue ) resulted in the call being dropped/ended by B of A without my being able to speak with anyone there. I tried also to call the regular customer service number provided on the back of the card ( XXXX ). Here I had to provide my debit card number, and last four digits of my social security number. Then provide the card number several times to the customer service associate I reached, followed by D.O.B. address, phone, and a security question. Twice I reached someone and was told they could not help, but offered to transfer me back to the line I had already tried to call unsuccessfully which I explained would not help in any way. The last time I called, I demanded to speak to a supervisor and was transferred to " XXXX '' in the fraud department. 

XXXX seemed to understand my frustration and after again asking security related questions, offered to transfer me using an " internal '' number that isn't given out to customers to get me in touch with someone to resolve this situation. I was again put on hold and heard the familiar recording ( " Continue to hold and I will be answered by the next associate '' and that " Your call is important to us '' ). After ~ 90+ MORE minutes on hold I again gave up and plan to call customer service again. 

This problem follows other issues with B of A including their arbitrary cancellation of one of my credit card accounts that i did not want and that they refused to fix ( an account that was 15 yrs old ) and the company 's charging me {$12.00} a month for the privilege of having another credit/debit account with them. Because I have a relatively low balance, B of A feels they can charge ( steal ) {$12.00} a month from me. This complaint should reach XXXX XXXX and various people in departments from customer service, fraud, debit cards, and software/programming should ALL be FIRED

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