Consumer complaint received 2019-12-04
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: DC
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I have credit card with Bank of America, I have been a Bank Of America " BOA '' for few years, and my account has always been in good term, without any late payment or no missed payment. About four months ago, I started receiving automatic calls from BOA with a warning that my account was late and my balance exceeded my available credit line. I immediately, called BOA and asked for explanation on the late payment and the exceeded credit line. I was in total shock after I was informed of my balance and the charges applied to my account. I have wanted to know how any type of charges could take place, when I never misplaced my credit card and the card was never out of my possession. I have warned BOA that this charges were not made by me and that they needed to find out how such charged with allowed. I also asked BOA, how come would they honor any charges that is over my limit be paid without confirming it with me if they were legitimate charges by me. BOA had the patterns of my credit card usages and should have known to alert me when activities other than my usual were taken place. Not only has BOA authorized payment to unusual activities, but it also went outside my credit limit to honor the purchases. 
I have requested for BOA to initiate a dispute claim, soon after that I received a form to be filled and to check all suspected or unauthorized charges, I completed the form and mailed it back to the dispute department address listed on the form. The dispute was never processed or my balance adjusted to the amount that was valid and owed by me. BOA continued to harass me with their automated calls demanding payments. In XXXX I called BOA with the assistance of a translator and after few transfers and an hour wait on hold, spoke to a person named 'XXXX '. This XXXX after hearing all the concerns around the charges had advised me that he will make a note on the account and was he was going to send a new set of forms that I will need to fill up and return and once received that BOA will take care of the dispute. I waited few months and never received any forms while my account continued to be past due and while the harassment with the auto-programmed collection calls. 

Again in XXXX I called BOA with my own translator, but BOA decided that has its own interpreter and will continue the call by having its interpreter join the conversation. After about a half an hour to the conversation the representative decided that the call will have to be transferred to another department who will handle the call farther, she indicated that there was no note on the account about a call being made in XXXX and having spoken to a XXXX, so it is obvious the person name XXXX never bothered to note the account on what took place during the conversation. So the call was transferred to another desk and put on hold for 45 minutes before a person came to the line, then after speaking with us for another 30 minutes on the issues she also decided she will transfer the call to a different department, again waited another half hour, before a man came to the line. He answered with a what can I do to help us, which at the time meant having to repeat addressing the same concern all over again for the fourth time, at that point I knew BOA just wasting my time and destroying my credit file, a credit file that was super excellent for years till this disputed charge occurred. The excellent credit file that I took pride in building is now destroyed by this neglectful and shameful way BOA handled my dispute. 
When there is charge on someone account and the account holder is not the person making this fraudulent charges, it typically means that one 's account number may have been improperly obtained by someone who is not authorized to use it. This can occur if a hacker succeeds in breaking into the computer system of the card issuer or I do not know how else, what I know is those charges were not done by me or by no one having my permission. BOA GROSSLY FAILED to properly investigate the charges what ever means it has to conclude the investigation and find for these charges to be INVALID and request for the MERCHANDISER to credit the amount back to my account.

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