Consumer complaint received 2020-10-09
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: PR
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 XXXX XXXX I noticed two fraudulent transactions on my credit card statement. One for {$11.00} shown as Cigars and a second from XXXX for the amount of $ XXXX.Both transactions made on XXXX XXXXSince I am an XXXX customer I immediately called XXXX to ask where the {$120.00} were coming from. They told me that they couldn't see those charges on my XXXX account. I told them that I could see the charges on my card statement. The ask for the last four numbers of the card and the were able to see those charges were made from another XXXX account not related to mine.That was the confirmation that someone had stolen my credit card information and used it to purchase without my authorization. The XXXX associate advised me to call my bank dispute the charges of XXXX because they couldn't remove them since my card was already charged. I was anable to contact the merchant from the {$11.00} because I dont know that merchant.On that same day XX/XX/XXXX I called Bank of America to report the two transactions. They told me not to worry.That they were going to remove the two transactions, cancel my card and send me a new one while they investigate.Two days latter I noticed that XXXX the Bank of America associate mistakenly added a third transaction that I was not disputing for the amount of {$78.00} also from XXXX.I again called to remove that third legitimate transaction from the dispute and proceeded to pay for it.There my nightmare began.Bank of America canceled the hole dispute.They removed the {$11.00} transaction but sent me a letter on XX/XX/XXXX saying since I am an XXXX customer that the {$120.00} transaction was consistent with previous charges with this merchant and transfered the {$120.00} transaction to my new card.I disagree because even XXXX confirmed that the {$120.00} charges were made from another XXXX account not related to mine.Again someone stole my card information and used to purchase without my authorization. Upon receipt of the letter I called again this time the Bank of America associate told me that this transaction was not considered fraud because I am an XXXX customer and I willingly gave XXXX my card information and this was considered a regular dispute.This upset me and I took upon myself to prove this was fraud.I decided to call XXXX told them since you charged my card without my authorization I have the right to know who did this.They told me that for security reasons since my card was used from another XXXX account not related to mine they could not give that information but that they would send me an email recognizing that the purchase wasn't made from my XXXX account.I sent copy of XXXX customer service email to prove I did not make that transaction by fax to Bank of America. I buy on XXXX but this is different I did not gave my card information to anyone else and didn't authorize anybody to use it. To my that's the definition of fraud. Now Bank of America keeps sending me from dispute department to fraud department and make a new dispute every time I call. It's almost 2 months since XX/XX/XXXX now and Bank of America haven't fix this issue for me.

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