Consumer complaint received 2021-09-21
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MA
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:
In XX/XX/XXXX I discovered three charges on my credit card which I did not make on XXXX account. I was alerted because the fraudulent charges were confirmed via my email address but were very strange sounding merchandise titles. For example one was for " old used smelly toothpicks '' There were three separate charges. {$100.00}, {$100.00}, {$220.00}. I immediately changed my password on my XXXX account, reported the fraud to Bank of America CC and XXXX as well. XXXX determined that someone had hacked my account and used my email address to make a new account and charged fake items to my charge card number which had been saved in my authentic XXXX account. Bank of America CC ending in XXXX. It's my analysis that there was a fake buyer with my credentials and a fake storefront with fake merchandise. I was told by XXXX that it was a fraudulent account which made the purchases and they took steps to eliminate it. I continued to get emails from the fraudulent storefront account using my information-mailing address, email, cc number as if they were processing the fake merchandise purchases. I informed XXXX of this and they continued to research the fraud claim. Shortly after the second call to XXXX I was suspended from making purchases on my authentic XXXX account with the new password and with a different credit card, for an unknown reason. Needless to say I received NO shipments of fake merchandise! As a side note, I had a previous fraudulent chargeback on my Bank of America just a few weeks prior to the XXXX fraudulent charges in XX/XX/XXXX. In a letter dated XX/XX/XXXX, Bank of America wrote having resolved the fraud via the CFPB complaint and removed the fraudulent chargeback on my account. When reporting that fraud, which occurred in XX/XX/XXXX, I had asked for my cc account to be frozen because they would not issue a new number. They declined. I felt I was left vulnerable to more fraud. I had made a complaint to CFPB at that time which you may refer to. Once Bank of America, on XX/XX/XXXX, cleared off the fraudulent chargeback on my account, and only after the XXXX fraud was reported to them, I was issued a new card number. I immediately paid my legitimate balance of XXXX and closed the new account ending in XXXX on XX/XX/XXXX. On XX/XX/XXXX Bank of America in a letter made the decision to not approve my fraud claim of XXXX and charged it back to my now closed account. The reason given- Because the " merchant provided documentation confirming you received the merchandise or service ''. On XX/XX/XXXX I called Bank of America and asked for the claim to be reopened after calling XXXX again, who on XX/XX/XXXX issued a letter to me stating that the charges were in fact fraud. On that phone call, Bank of America told me that the claim had already been reopened XX/XX/XXXX and I should fax over the documents which would help my fraud claim. I don't know why the claim was reopened on XX/XX/XXXX. I did not request that. I had the opportunity to fax the letter from XXXX regarding the fraudulent charges on my account on XX/XX/XXXX XXXX attn : Existing Fraud Claims Dept. In a letter dated XX/XX/XXXX Bank of America declined to reverse the decision of fraud claim disapproval and cited again that the merchandise had been received.

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