Consumer complaint received 2022-01-26
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NJ
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:
In early XXXX I applied for a Bank of America XXXX XXXX Card after receiving an alert through online banking. Although there were many other credit cards on the market, BOA was my first choice as I am a loyal customer for nearly 15 years. Plus, they are renowned for their excellent customer service. Unfortunately, I have come to realize that the latter statement is far from the reality. 

Moreover, after receiving the BOA credit card on XX/XX/XXXX, I immediately used the card for to pay my electric bill online ( which is my first and only transaction on the card to date ). On XX/XX/XXXX ( only after 4 days after receiving the card ), I received a fraud alert from BOA via email that someone used the card fraudulently amounting to {$1200.00} worth of purchases of in store clothing merchandise in XXXX XXXX. 

A few important points to note are that I worked at XXXX XXXX as an XXXX  XXXX XXXX XXXX XXXX XXXX XXXX  on the night of XX/XX/XXXX and XX/XX/XXXX. I regularly sleep the entire day after working the night shift. Thus, it is impossible for me to be travelling during this time period especially when the location is in another state that I hardly ever travel into. Also, its XXXX XXXX  away from my house and I have never been to the mall/location where the items were supposedly purchased. Plus, after taking care of XXXX XXXX, I would never put others at harm by travelling into crowded areas. 

After receiving the fraud alert ( which clearly indicates that BOA was concerned the transaction was potentially fraudulent ), I immediately disputed the transaction. Initially the {$1200.00} was credited to the account. Yet, on XX/XX/XXXX ( almost 60 days later ) I received a letter from BOA stating, we are unable to approve your recent fraud claim as we confirmed your card was used for the charges. The chip was read, your pin was entered, and/or you signed for the merchandize or service, which indicates you or someone you allowed to use your card was present. Take note, I have never given my credit card to any other individual. In terms of my immediate family, my father was also working, and my mother does n't drive. Nobody has access to the card except me and I just received the card 4 days earlier. 

I placed a call to the fraud department at BOA on XX/XX/XXXX. However, I was unsuccessful at reaching the department for almost 3 days as I was placed on hold for more than an hour each time. Eventually, someone finally picked up the phone and stated that I would receive a call back from BOA. 

On XX/XX/XXXX, I received a call from " XXXX a fraud manager at wealth management. XXXX stated that the credit card chip design was 100 % fool proof. Plus, the chip was also implemented in XXXX and there have never been any reported fraud causes. Thus, because the system was 100 % fool proof, and the card was in my possession that I was the only person who could have used the card. I explained to XXXX that such a statement was false as I was not present during the transaction, would not make such purchases, and that no system is fool proof as large companies across the globe are being hacked. Plus, I just received the card 4 days earlier and thus it was brand new. My mother also tried to plead my case on my behalf, but XXXX had a very rude demeanor and hung up the phone. XXXX who is manager at a large billion-dollar institution known for its customer service carelessly hung up the phone on a concerned customer and their family. Clearly, BOA has no respect for its customers. I was told the only way for the case to be re-visited was to provide proof, which is almost impossible, as BOA also can not provide proof that I was at the location on XX/XX/2021. 

I am extremely upset and was shocked by how BOA has treated a long-time customer with almost a perfect credit rating. If I made the purchase, I should be responsible, but that is not the case. The fraudulent transaction could have been the result of an insider job and the card could have potentially been cloned or duplicated prior to arrival. However, BOA does not want to admit to a potential hack in their system and would like to pass the charge to their customer through a false and fraudulent manner. The story is very similar to the ones below. 

-Fraud alert turns into frustration for Bank of America customer - XXXX XXXX XXXX XXXX XXXX ) ( https : XXXX ) -Bank of America alerts XXXX woman to fraudulent charges, then denies it was fraud - XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX XXXX XXXXXXXX ) I have proof that I was working on the date the fraudulent activity occurred and have copy of the fraudulent/suspicious activity that was sent from BOA. I demand that BOA re-open the case and look into matter and treat their customers with more respect. 

Sincerely, A concerned customer

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