Consumer complaint received 2019-06-19
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IL
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:
This is in regards to my Bank of America credit card ending in XXXX from Bank of America.. I do not have the new card with this number yet, but the bank had to issue me a new card because of Fraud. 
I just talked to a representative in BOA 's fraud department last week. I explained to him that my card was LOST and I have 3 charges on my credit card statement that I Did Not make. I keep my pin for XXXX taped on the back of my card which was Not a good thing to do in this case. When I saw these charges I did not authorize, I contacted XXXX first but they said they could not help me, that I had to talk to Bank of America. 
I am a Senior Citizen who Can not afford these kind of charges. 
On the credit card statement, it shows on XX/XX/2019 {$2500.00} was taken off of my credit card. On XX/XX/2019, it shows another {$2000.00} taken off of my credit card. On XX/XX/2019 also it shows {$870.00} it again shows this money coming off my credit card. I already had the old number linked to my card in XXXX XXXX system. It is showing the money going to XXXX XXXX, who is no longer an authorized user on my account. I questioned him and he said he Never received any of these funds. I told him he better contact XXXX and inform them because I am missing this money from my card. He told XXXX and they did nothing. Yes, I have sent money to the authorized user in the past, but I Did Not authorize the above transactions. 
I told the BOA Fraud Dept this and they said I would be issued a temporary credit no later than Today, Tuesday, XX/XX/XXXX. I never received this credit as promised, so I contacted BOA this morning and was told to wait till this afternoon. I waited and nothing was done. I called the BOA Fraud Dept again and talked to XXXX. He said someone in the back office wrote this up as an exemption and refused to credit my card!!! He said they Did Not have correct information on the claim. He corrected the claim and filed a complaint. I am a Senior who has been lied to, cheated out of my hard earned money and now this! XXXX said someone in the back office made the assumption that since I sent money to this authorized user in the past through XXXX, this can't be fradulent! I would Never max out my credit card and send the last bit of money I had on it to the authorized user who is No Longer on my account. He swears he received No Money off my card for the above transactions. 
It appears BOA took down this information wrong to begin with, lied to me about giving me a temporary credit and now is charging me for funds I Never transferred to that user. I told XXXX I am reporting this to the CFPB. I have been a good customer of BOA for years and Never expected to be treated like this. I have not even received the new card from BOA yet. I didn't do this transaction and I don't have that kind of money in any account. I am at wits end. I have spent hours on the phone with BOA trying to resolve this. I Need to get my money back on my credit card. This is outrageous. 
With someone using my card with my XXXX pin on it, they easily tried to send money obviously off my card, but where did my money go? XXXX refuses to answer the question and BOA back room Fraud Dept says a stolen card which has been used, qualifies for an exemption so a poor senior has to pay the bill!!! XXXX said the total of these fraud charges is {$5500.00}. I do not have the credit card statement with this new number to attach. I could only look at my online credit card account. 

Please help me in this dire situation. I am so sick because of this stress. I Need to get that money back on my card asap. 

Thank 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 monetary relief