Consumer complaint received 2019-07-17
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: VA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
Since XXXX I have been in dispute with Bank of America, hereafter BOA, pertaining to a charge off on my credit card ending XXXX. In XXXX XXXX, I experienced fraud on my credit card that BOA did not properly handle rather than closing my account and issuing a new card, they kept it open and made balance adjustments. This neglect allowed the fraudulent vendor to continue charging my card, in increasing amounts ( {$4.00}, {$89.00}, and {$94.00} ). Upon learning of the new fraudulent charges, I contacted BOA again to report the fraud. At this time, BOA mistakenly processed one of the fraud charges twice ( {$89.00} ) one as a bank adjustment and another as fraud and did NOT properly process the other fraudulent charge ( {$94.00} ). 

At this point, I lost trust in BOA and did not feel that my funds or personal information was safe with them and closed my checking and savings account ( in combined total I had a little over {$10000.00} ) and closed my credit card account. I completed this in person with a BOA Branch Manager in  Northern VA and they confirmed the exact dollar amount ( less the pending fraudulent charges ) that remained on my credit card that I wanted to transfer to a different credit card. Months later, BOA realized one of the mistakes they made ( crediting me twice for the {$89.00} ) and demanded I pay that back ; however, BOA failed to realize they neglected to properly process the fraudulent charge of {$94.00}. Furthermore, rather than sending these follow-up statements to my current address as requested when the fraud was reported, they sent the statements to 3 other previous addresses of mine thus I never received any of the statements to know there was an issue with my account until I saw an alert on my XXXX account. 

I attempted to rectify the situation by calling the BOA claims department and explained to them the situation at hand ; the BOA rep said they would remove the fees, but I would need to pay the ~ {$89.00} for the double-credit error they made ( at this time, I didnt realize, nor did BOA, that BOA didnt properly process the fraud charge of {$94.00} ). I asked the BOA rep if this charge-off would be removed from my account due to the circumstance, but she exclaimed that couldnt happen since more than the allotted days had passed. I asked to speak with a manager and was informed that they couldnt handle this request in their department, however, if I paid the ~ {$89.00} then BOA would take that into consideration and I would need to write a letter to BOA Executive Relations office for review. 

Ive disputed this via phone and sent a formal letter twice to BOA regarding this matter. BOA confirmed on XX/XX/XXXX that they received my letter and would respond in 30 days ; unfortunately, BOA never responded. On XX/XX/XXXX I sent a follow up letter with all documentation to prove the fraudulent charges to BOA Executive Relations. For all these reasons, this balance and charge-off should be removed from my credit report and not taken into consideration for my credit score ;  please note that prior to this fraud, I had excellent payment history ( no late payments ) with BOA for my credit card.

In summary, BOAs neglect to properly process the fraud allowed more fraud to happen on my account, and their employees mistake of not processing one of the fraudulent charges resulted in BOA thinking I owed a balance, when in reality, BOA owes me money. 

Enclosed is a copy of the most recent letter I submitted to BOA, along with documentation of the fraud.

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