Consumer complaint received 2021-01-31
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:
On XX/XX/, I was charged {$190.00} for a supposed purchase of something on XXXX XXXX. I noticed this charge on my Bank of America Visa credit card a couple of days later and called the credit card phone number and disputed the charge which was stated as pending. I was told not to worry about it since mistakes sometimes were made ; but, to check my XXXX statement. That statement revealed both the charge and a credit against the charge so I thought the problem was solved since a couple of years ago a charge was made on my card for tickets to a major league baseball playoff game which I had also not purchased. This time the charges were permanently removed. But, in XXXX I received a letter dated XX/XX/XXXX that stated my fraud claim was being denied since they supposedly confirmed that the charge was made using one of my verified desires, like a cell phone or tablet. Because of Covid, my wife and I were constantly in possession of both my I-phone and our computer. When and if this gets before a judge, I will allow the investigation of both my phone and computer to prove I did not make this purchase. At the time, I thought that the charge was for some book or books ; but, I was informed that it was for a stapler and staples. I tried to point out to the person on the phone that at XXXX, I was not in need of a stapler, which again I assumed must be a carpenter 's stapler since it was so expensive. I suggested that the do a trace on whatever delivery service was supposed to have delivered these items and asked what I should do to prove that I had not made such a purchase. After a phone call to XXXX they told me they had no record of the purchase. So I called Bank of America again and after being put on hold, transferred to another person, put on hold again and told I could not talk to their fraud division because they did not have a direct line to that division, But, they did reopen my case. In XXXX, I received a letter dated XXXX XXXX I that stated that they had determined that the stapler and staples were delivered to a XXXX address. I again pointed out that my wife and I were continually and constantly at home during the relevant time period and that while we received several other packages, the stapler was not one of them. The person on the phone suggested I report this to my local police as fraud. This I did on XXXX XXXX and received a fraud report # XXXX from the XXXX, CA police department. In conversing with XXXX XXXX of the fraud division, she did a trace in about 45 minutes and told me that her tracing of the delivery showed it was NOT delivered to my address. Bank of America reopened my case. In early XXXX, I received a letter dated XX/XX/ saying that while I didn't personally make the purchase, they determined it was made by someone who had " authorized and given permission '' for the credit card to be used. Once again, since I had constant and continual possession of the card, and had not given authorization or permission for anyone else to make such a purchase, I completely deny this charge. In further conversation, it has been told to me that it's not a carpenter 's staple gun and staples ; but, some kind of expensive fabric stapler and expensive fabric staples of which I have no need, did not order, did not receive, do not want and will not pay for. Now, I get statements every month adding late charges and interest on a supposed purchase that neither I nor my wife made. Recently, XXXX  has notified me that late fees could affect my credit rating which is excellent over the life time of this card and every other credit card I've used.

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