Consumer complaint received 2022-07-14
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
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:
I began working with XXXX and XXXX at " romerenthouse '', " house apartment in XXXX '', " XXXX di leone rooms '' ( in XXXX, XXXX ) on XX/XX/XXXX to reserve a vacation apartment for this summer, XXXX of XXXX. 

Original reservation made through XXXX, the company canceled as they said they do not take XXXX XXXX. I asked if we could make the arrangements directly through their website and began corresponding via email. I provided XXXX with my Bank of America XXXX XXXX XXXX credit card information. I was told that the card information would be needed to generate an " access code '' for contactless access to the apartment. She advised that " the charges are not going through '' and could we provide another card. 

Provided her with XXXX XXXX info and XXXX XXXX card info - same thing " the charges are not going through ''. 

Received multiple calls from the XXXX cards regarding possible fraud. I advised each that I was trying to reserve a vacation apartment and ONLY {$500.00} should go through. 

XXXX denied every attempt, and I was unable to obtain any evidence of any attempts with XXXX XXXX. XXXX also confirmed that a virtual wallet was attempted at this time and was denied. 

On XX/XX/XXXX, I received my credit card statement with XXXX fraudulent/unauthorized charges totaling {$69000.00} being made between XX/XX/XXXX and XX/XX/XXXX. This amount is double my credit limit. 

Charges were made at retail stores and/or online, hotels and other undetermined vendors. I immediately called Bank of America to report the fraud. 

On XX/XX/XXXX, a letter appeared in my online BofA account that the claim had been resolved in my favor. 

Later in the month, I received a credit card statement with most of the charges being placed back on. I called the bank which prompted a review of the claim. Many back and forth phone calls ( I can provide a timeline ). 

On XX/XX/XXXX, I received a new letter in the mail, not on the website, that the escalation and claim were denied. 

Many more many phone calls between XX/XX/XXXX and XX/XX/XXXX when I finally connected with " XXXX '' at the bank who conducted a thorough review of the claim and determined that it had been reopened and processed INCORRECTLY. XXXX assured me that she corrected it, resubmitted it and it would be resolved. She further shared with me that several ( I don't know how many ) of the charges were made by XXXX XXXX XXXX '' using a virtual wallet, via a phone number ending in XXXX using an XXXX XXXX XXXX. I DID NOT SET UP THE VIRTUAL WALLET, I HAVE NO ASSOCIATION WITH XXXX XXXX, I DO NOT OWN AN XXXX XXXX XXXX AND I DID NOT AUTHORIZE ANY CHARGES BEYOND THE {$500.00}. 

I received a letter dated XX/XX/XXXX stating the claim was being worked on followed by a letter dated XX/XX/XXXX that the claim was denied again. I receive weekly " collection '' phone calls from the Bank, I explain that the charges are fraudulent and I will not be making any payments. 

I am available to answer any questions at your convenience.

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