Consumer complaint received 2019-03-18
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
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:
On XX/XX/XXXX I travelled to XXXX XXXX, prior to my trip I did the travel notification to Bank of America since I planned to use my Bofa credit card. I expose my trip dates from XX/XX/XXXX to XX/XX/XXXX. When I arrived to XXXX I realice my credit card was suspended for a prior fraud claim, which was resolved but the card remain suspended. I called the bank and asked for a new card to be sent to XXXX XXXX. I received and activated the new card on XX/XX/XXXX. After that I used my credit card without any problems until XX/XX/XXXX when I left XXXX back to XXXX country were I live. At that time I had a credit line in my Bofa visa up to {$2500.00}. 
Back in XXXX I received my statement and I proceed to pay those charges since I recognizes I made all of them during my trip. Since I live in XXXX and I almost never use my credit card I not review it very often, However I realice some new charges on my credit card during XXXX and XX/XX/XXXX. Those charges were made in XXXX, even worse were also some payments done for those charges, one of the by phone. This situation alerts me and I made a fraud notification to Bank of America online. Bofa blocked my credit card and starts an investigation. 
There are two very strange situations that reale worries me. First if I did a travel notificacion to XXXX indicating dates How It os possible someone made charges using my credit card info three months later?, and second How It is possible someone had my credit card information or a way to make charges to my account? There is a security breach agains customers data. After those charges Bank of America increases my credit line without asking me or notifiying me to {$450000.00}. 
I received a letter from XXXX XXXX XXXX indicating they gave me a temporary credit of {$1200.00} meanwhile the executing their investigation. 

Middle of XXXX XXXX I received a new letter for this XXXX XXXX XXXX indicating the finishing their investigations and the result was : " Our records indicated the credit card was present during the charges since the chip was read, also It is possible my pin number or signature was used ''. 

It is really worrying the seriousness with which this research was carried out mainly because of the arguments that support it. 
1.- I was in XXXX from XX/XX/XXXX to XX/XX/XXXX. 
2.-I made a travel alert informing them of those dates. 
3.- I have the credit card in my possession, it has never stopped being in my possession. 
4.- Does someone make charges and payments to my account that it is not me and the investigators do not seem suspicious?. 

In XXXX XXXX I sent a letter to the bank claiming, which seems to never reach its destination or was not taken into account. Possibly It has not arrived assuming the fact of the bad state of the mail services in XXXX. 

I have tried several times to solve this problem by making the claim in Online banking through chat, since I do not have an international telephone and the service is very restricted here. 
On XX/XX/XXXX I raise my problem again this time using a chat from online banking and authorize a series of 11 checks to pay {$25.00} each month as a minimum payment while waiting for a response or a solution to my problem. 
On XX/XX/XXXX we sent an email in response to customer assistance for a communication sent to my wife for a late payment of the card, there again we presented our case and asked for help, we never had any response from this either. 

On XX/XX/XXXX again try to claim this problem using online banking,. 
Finally, on XX/XX/XXXX, I communicate again using Online Banking and I use the chat with an operator. The most amazing thing about this nightmare with Bank of America is that a new charge to my credit card that is inactive and blocked and still appears a charge supposedly for a payment made to my account and that was returned for the amount of {$5200.00}. Now Well, another mystery, a payment supposedly returned to my card and made from an account of the XXXX XX/XX/XXXX that ends in XXXX. Apparently this would coincide with the payment of {$5200.00} made by someone in use of my card with fraudulent charges already reported and after 2 years this payment is reversed?. I informed the bank that I do not have or have ever had any relationship with that bank and someone made a payment to my card from there. 

After this event I managed to locate someone with possibilities to call abroad and I made a call to the fraud department where I made a complaint again, a case was opened and on XX/XX/XXXX they sent me an email saying that the case was closed, case ID XXXX and the result was " Unable to completed as requested ". During the call to the fraud department I was transferred to the credit card department that supposedly handles these cases and they asked me for a lot of information and much of what is in this letter was again explained, the person told me that he reopened the original case and that I had to send all the information by mail. In this opportunity I am sending by means of someone known in the USA to do me the favor of sending the letter in my name by US mail, avoiding being lost again on the way and waiting this time to make a conclusive investigation with all the facts and the true responsibilities can be established. 

It is very unfair to be charged to me those expenses with such lightness that they are not mine and I can not pay for something I have not consumed. What I think should be more worrying for the bank is that there is a security breach that is exposing data from A customer and someone can make charges to the credit card and they have not been able to detect what happens and why. 

Finally I received a reply from my last letter where I added all the support and evidence annexes of my case and the bank again in a light way, in my opinion, it maintains its position and tells me that I have to pay for those charges and that if I want I can place a complaint to somebody. consumer report agency. For this last statement is that I have decided to escalate this matter to a higher instance and I can find you.

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