Consumer complaint received 2022-07-19
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NH
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:
On XX/XX/XXXX, I went to make a payment on my credit card over the phone. When the automated system listed the balance on the card, it seemed high, so I logged into my bank of America app and checked the balance and found a charge posted for XX/XX/XXXX for {$1000.00} with a listing for XXXX in XXXX, NH. I have never been to the XXXX in XXXX, NH and was at the time at home on XXXX XXXXXXXX XXXX XXXX XXXX  and not moving well with two cars with mechanical problems that I could not take on longer trips. I called Bank of America and filed a fraudulent charge on my account. At the time of the call the rep at Bank of America tried to suggest that I chose not to file a claim and call the retailer instead. I went ahead with reporting the fraudulent charge. They canceled my current account and issued me a new card with a new account number. A credit was applied to my account while they investigated. After having the initial fraud charge applied to my account, I had been watching my charges and on, XX/XX/XXXX the charge was reapplied to my account, and I had to log into a computer to access my message center to find out that they had concluded their investigation and decided that it was a correct charge. I called the bank of America Fraud line again and spent over an hour of my time at work trying to talk to a representative. When I finally got through to a person, they told me that the charge stands but that they could reopen the case if I wanted. I explained that I had not made that charge so yes, I wanted them to reopen the case. At this time the representative informed me that if I wanted a better chance of having them come down on my side, I needed to file a police report. This was something that was not told to me the first time I called. I called the XXXX NH Police Department and filed a report under case number XXXX. The officer on the call informed me that he would try calling down to the XXXX XXXX XXXX and see if they had cameras but even if they did, they probably did not keep the footage after 60 days. I faxed the police report number to the Bank of America fraud department and tried to call the fraud department on four occasions to try and make sure they received the report number. On all four attempts I was on hold for over 30 minutes and then the line would disconnect. Then on Wednesday XX/XX/XXXX, I received a letter in the mail telling me my appeal was done and the charge stood. I know that I did not make that charge so I tried calling down to the XXXX XXXX to see if they could tell me what was charged to my card. They stated that they could not and gave me a phone number for someone that was supposed to help when I called the first number, I was told they could not help me and gave me a different number to call when I called them, I had the same response. I tried calling the store again and was given a third number to try with the same results. I have not shopped at the XXXX XXXX I did not make the charge for {$1000.00} I can not prove a Negative. I would like that charge removed from my account because I should not be held responsible for paying a charge of this amount that I did not authorize, make or even know what is being charged ( itemized list ). I have had this Credit card with Bank of America since XXXX and have been a good client for them.

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