Consumer complaint received 2018-03-08
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CO
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:
Within my 1st year with BOA, my credit card info was stolen for the first time ever in 2017 for over {$1400.00} in fraudulent purchases. BOA wasn't apologetic & in fact deflected blame, one phone representative suggesting that I had been making purchases unsafely. BOA didn't 'notice ' or inform me all of the fraudulent claims however. I had to make more calls to them after the fraudulent charges were discovered including 2 car rentals within 5 minutes of each other. Rep repeatedly asked if I was 'sure ' they weren't mine, suggesting I travel often. I called a  third time 2 weeks later to check on that status of BOA 's investigation as I was extremely uneasy with the thief clearly having my home address, email and phone number representing itself as me. I was told " You're not liable, so you don't have to care. We won't be notifying you further regarding this. '' The patronizing didn't stop here. 

I have spent 15+ hours on hold and on the phone attempting to contact BOA regarding my concerns. I have been given misleading and misguided information and advice from multiple reps. I have not felt valued by the company and in fact have been made to feel like I am in the wrong for defending myself and the claims of the company for my protection. I have been promised call-backs by managers or supervisors on multiple occasions ( at least 5 ) by multiple reps and have only been called back once. 

The following disputes have been especially frustrating : XX/XX/2017 : I made an online purchase of {$230.00} with XXXX XXXX and have still yet to receive my intended product I ordered, which XXXX states it isn't prepared to order from the supplier. I have multiple emails demonstrating the companies misleading claims to me that they would be getting in the product, false advertising on XXXX 's website and documented phone calls to the company. BOA refused to investigate my claim for promised goods not being rendered due to the time between now and purchase. 

XX/XX/2017 : XXXX XXXX : Hold charge deposit of {$53.00}, is placed on my account due to car rental. Rental car was returned and another card is charged for rental in full. I contacted XXXX and a rep emailed me twice stating the hold had been credited back to my account. I filed a claim as my records showed it had not been removed. BOA refused to act again as it allegedly received a receipt in XXXX, which the BOA rep I contacted couldn't read or understand, stating that the charge was for a hold. Rep advised that I fax in emails from XXXX & provided fax number. I sent in fax. Two days later, I called to check on the status of my fax, for which I had a receipt of completion. Rep ( XXXX ) asked me to call back in 4 more days as it " would take that long for the back of house to normally receive & record a fax. '' I call back as requested, though same rep XXXX, claims BOA never received/lost fax & informs me that it is now past the date where I am able to dispute the decision. Claims despite my frustration and the unfairness, this is company policy and I might have had the wrong fax number. I restated to him the correct fax number, that he had originally stated to me, the first time I called regarding the fax. I asked to speak to a manager. I was told a manger wouldn't be able to help me by XXXX. I insisted one call me back or a member of retention call me. XXXX informed me didn't believe such a department existed. 

Also XX/XX/2017 : XXXX XXXX : Promised service of day time snorkel with safe roundtrip transportation to and from the site for {$69.00}, wasn't rendered by vendor, in fact was life was put in danger. Vender promised refund after failed experience. BOA claims it never received refund. I filed a claim. BOA claims a receipt, which was signed before the service was rendered is too binding to dispute, in fact they refused to investigate, provide contact information of vendor or even contact the vendor. My travel companion on this trip, disputed the same trip, for the same reason to its credit card company, XXXX, who investigated the claim. XXXX found the promised service to not have been rendered, contacted vendor who never responded and awarded my companion the fees for the unrendered service back. XXXX was unable to provide proof of service. 


Requesting a full investigation with refund of the purchases for XXXX, XXXX and XXXX XXXX ; as well as retribution for time wasted, work hours taken due to phone calls and added unnecessary stress in the form of added travel credits to the account. Moving forward I only want to have contact with one representative in management who has a specific email and phone number that I may use to contact him/her with any matters of my account moving forward.

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