Consumer complaint received 2018-10-08
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: AZ
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:
We received our XX/XX/2018 statement for our VISA with Bank Of America. On it, we noted several charges that were not made by us. We contacted the bank immediately and reported the fraudulent charges. The bank temporarily credited the account for the charges, closed the account number, and issued a new account number and cards. We were advised that we would not be responsible for any of the fraudulent charges. 
A few weeks later, we received a letter stating that all of the disputes had been taken care of and that the credits that were issued were now permanent. 
Then, in XX/XX/XXXX, we received our XX/XX/XXXX statement ; on it were 3 of the previously reported fraudulent charges which had been re-billed to the account without explanation. We contacted the bank once again and asked why they had re-billed us for the charges and they had no explanation, telling us to not worry about it, that it was a mistake, and that they would re-credit the account permanently. Since that time, we have attempted to get this taken care of no less than 18 times including 17 calls and a letter mailed to the bank. They simply refuse to do anything about it. Their only possible attempt to explain this as to why they have not re-credited the account permanently for the three re-billed charges is that during one and one only of the calls made to them, one person said that they thought it might be that when they investigated some of the charges, the merchant ( s ) informed them that some ( but not all ) of the ordered items of merchandise were apparently at least initially shipped to our home address and that fact must mean that we somehow benefited from the charges so they were re-billed to the account. As I have tried to explain to the bank people over and over again, we received nothing whatsoever. We have no idea what was ordered, where it was shipped or who, if anyone, received any of it. We are at a loss. We have now been charged not only the amount of the fraudulent charges, {$450.00} in total, but also for the interest for those charges as well. The interest continues to accrue daily and we have, once again, been billed another month for them just this week. We are at a loss on what to do and seek your assistance in getting this matter resolved permanently. The amount of the 3 charges in question are : {$68.00}, originally billed on XX/XX/XXXX then re-billed on XX/XX/XXXX, {$190.00}, originally billed on XX/XX/XXXX then re-billed on XX/XX/XXXX, and {$190.00}, originally billed on XX/XX/XXXX then re-billed on XX/XX/XXXX. Again, just to be completely clear, we did not make those or any of the other fraudulent charges to the account, we did not receive or benefit from them or any of the items that were ordered, whatever they were, and we have no idea who stole our account number and used it without our permission. Apparently some of the ordered merchandise may have been at least initially shipped to our address, completely unknown to me or my wife. We never actually saw or received anything of any kind. We were gone for a while twice during that time having some dental work done on me out of the area. so we can only surmise that anything that might have been shipped to and possibly dropped off at our home address was either returned as unsigned for or if it was left here after shipment it must have been picked up either by the crooks who had used our account without our knowledge or permission or by someone else. We just dont know for sure but we do know is that we never saw anything supposedly received here and we kept nothing whatsoever. Therefore, we received absolutely no benefit of any kind from all of this. All we got was the stress and grief of having to go through all of this and of being doubted and shamed like we did something wrong when we most certainly did not. 
Please help us with dealing with Bank of America about this. We have been unable to talk directly with the people at the bank who actually take care of this. Every time we try to contact them, they tell us it will be taken care of and not to worry but then nothing is done and we continue to get billed for the charges that are not our plus the interest they are accruing. 
Thank you XXXX and 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 explanation