Consumer complaint received 2023-11-08
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
Product: Credit 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:
XXXX XXXX or XXXX XXXX  I was attempting to organize my newly installed Wi-Fi and internet thru XXXX. I could not get my XXXX XXXX Acct. to load onto my system. I called XXXX which in turn gave me a phone # to call for technical assistance. I called the # and spoke to a man named XXXX. XXXX guided me thru the set up and had me click on various spots throughout the set up. Afterwards he asked me if I would like to hear an offer that would give me three years of XXXX XXXX with all benefits for {$150.00}. Being that I was given the phone # from XXXX I didn't see any problem at the time, and it would save me money. So, I gave him my XXXX # and he stated that it would take up to 3 months before my current charges for each month with XXXX XXXX would stop and the three-year period would start. I asked why he was able to do this as he was a contract technician. He stated that he was in a position to offer this deal and this deal only to certain valued customers by XXXX. I approved the transaction and XXXX again stated that it would be at least three months before this would go into effect. XXXX had stated that if there was a problem to call back at the same phone #. I did three days later to inquire about the legitimacy of the transaction. He assured me and stated if I wished we could cancel the transaction. I did not. So, a few months later I was still being billed on my other B.O.A. XXXX. for XXXX XXXX. I called B.O.A. ( I had an unauthorized charge during the month of XX/XX/2023 on the same card and I only used this specific card for unique purchases ). I think these charges have to be linked so with realizing a possible connection and the fraud I asked for a new card & #. this taking place in XX/XX/2023. I was credited for both charges, and I thought that was over with. Then a few days ago I noticed that there was a {$150.00} charge on the same card. After trying to get to the right person with B.O.A. Monday XXXX XXXX  and the morning of Tuesday XXXX XXXX. I finally got to speak with XXXX with B.O.A. Fraud Services after speaking with another representative with the fraud dept. earlier. XXXX stated that they had received 27 pages of evidence where I had approved the transaction for services rendered. I asked what services were provided as per the evidence. XXXX replied that it only stated services rendered and that was what they were going with to deny my fraud claim. I called XXXX and the young girl I spoke with did not have a clue as to what I was trying to get across to her ( that XXXX had given me the phone # to call for technical assistance ). She stated that I was not signed up for the three-year program with XXXX and no payment had been received from me for such. I can not be the only person scammed like this by these individuals. I am waiting to see if B.O.A will let me appeal the decision to deny my fraud claim after I receive the evidence from B.O.A. Since B.O.A. 's decision I cancelled that specific card.

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