Consumer complaint received 2021-09-09
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/XXXX and XXXX, 2021, my credit card incurred a {$1800.00} charge at XXXX XXXX and a {$2100.00} at XXXX. Both of these charges happened physically and at locations near my home ( receipts attached ; had to go to each store to retrieve ). After disputing the charges as fraud with Bank of America ; I was surprised to find out that three weeks later my dispute had been denied ( letter attached ). After calling and asking how to resolve this issue, we were told we needed to furnish Bank of America with any and all evidence to support the fact that I did not make these purchases. I was able to get video camera footage from XXXX showing the perpetrator making the fraudulent purchases. I filed a police report and furnished the XXXX XXXX police with the pictures and receipts I had retrieved. As of XX/XX/2021, current processing time is 7-10 days for the file to be completed by the police. After speaking with Bank of America for a second time, and reaching a supervisor, we were told nothing could be done except to furnish them by fax or mail, new evidence. In the meantime, we are being forced to pay the approximately {$4000.00} in fraudulent charges. Attached I have provided all correspondence with Bank of America, the police report number, the receipts, receipts from activities on or around the times of these charges evidencing my whereabouts, pictures of the perpetrator. 

On XX/XX/XXXX, I was in XXXX XXXX for work. The attached XXXX  receipt shows my check out at noon. The charge at XXXX XXXX occurred on XX/XX/2021 at XXXX. On XX/XX/XXXX, I went to church and lunch with my parents in law at XXXX XXXX, XXXX XXXX. See attached charge at fashion islands whole foods at XXXX. I spent the rest of the Sunday at home with my husband who picked up dinner that night ( see attached credit card charge ). 

On XX/XX/XXXX, I received an email from Bank of America saying they are shipping a new credit card to me. I didnt authorize it but I also didnt think much of it because this is common practice nowadays. This is how I believe the perpetrator was able to secure a duplicate credit card in order to make these fraudulent charges. 

In conclusion, we have pictures furnished by XXXX of somebody other than myself making these charges showing the purchase related to the receipt they were also able to provide. This is clear evidence. In addition, we never received the credit card Bank of America shipped on XX/XX/XXXX. Bank of America will not tell us if that card was activated and will not give us any other reason for the denial other than the attached correspondence : we confirmed your card was used for the charge. The chip was read, pin was entered, and/or you signed for the merchandise, which indicates you or someone you allowed to use your card was present. This is not the case. Credit cards dont have pins and XXXX XXXX even confirmed to us they dont have anybody sign receipts. Please help.

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