Consumer complaint received 2020-01-04
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
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:
Bank of America VISA CC # XXXX For the past few months, I have been moving back and forth between XXXX and XXXX due to business. My address in the XXXX is : XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX, XXXX, XXXX. My address in XXXX is : # XXXX - XXXX XXXX XXXX, XXXX, XXXX, XXXX XXXX, XXXX. 

My card was lost/stolen back in XXXX/XXXX when I was visiting XXXX. I requested a replacement card, but never received it in the mail. Since BofA credit card was not really the card that I primarily used, and I was very busy at the time, I did not notice that I never received the card in the mail. However, and I really have no idea how, somebody has been able to log into my online accounts during this time, change mailing addresses, receive the card in person, and go make fraudulent transactions at jewelry stores and electronic stores. It was only after I talked to the police and filed a report for the claims that I realized my ID had also been forged and I have been a victim of full-blown identity fraud as well ... Somebody has created a fake ID with my name and information, while posting their face on the ID. The police report information is as follows : Police Report # XXXX - XXXX/Officer XXXX/Badge # XXXX The fraudster has done this with my account/credit card 3 times and I have filed a claim for each occurrence : Claim ID # XXXX [ closed/claim was declined without anyone from BofA calling me or asking me for more information ] Claim ID # XXXX [ Still being researched ] Claim ID # XXXX [ Still being researched ] Two of the claims are still being researched, however, one of them ( Claim ID # XXXX ) has just recently been declined, and my account has been charged for the fraudulent amount of $ XXXX. Nobody from BofA has called me to ask for more information or to inquire about how all of this has happened. They have just " determined '' that these charges are not fraudulent. I am really scared that the other two claims might also get declined in a similar fashion, since the stolen amounts are really large, and I end up being held liable for $ XXXX stolen from me. 

Since the claims, I have filed a police report, put an identity theft alert on my credit reports/accounts, have changed all my User IDs/Passwords/Mailing Addresses, etc. so that this does not keep happening, and I have finally received my BofA credit card in mail, and have put it in a safe box, only using it electronically via XXXX XXXX to make purchases. The police has not been able to catch the fraudster yet, but I really hope they do so. What has occurred here is really devastating. 

According to law, I must not be held liable for any unauthorized transactions made with the card, if reported promptly. Right now, I am really scared that BofA might decline all of these 3 claims and I end up being held liable for $ XXXX in purchases that I did not make. Please help me with these claims, and closely monitor them, so that this does not happen. I will provide you with as much information as you need. If there is any document I need to sign, I will do so. Please just do not randomly decline the claims, due to their large amounts, and since it is convenient to do so ... I am really scared regarding the results of these claims, and according to law, I should be protected. Please help me. 

Thank you for your time and consideration.

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