Consumer complaint received 2019-07-02
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
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:
XX/XX/XXXX - posted on XX/XX/XXXX - XXXX for roofing. This is the second fraudulent charge I have had. The first was back in XX/XX/XXXX for XXXX which I just recently found out was for a " wedding ''. That one they said was not me. These are both " checks '' for cash advances on my credit card. I have never used a cash advance with ANYONE and when I first got BOA years ago all checks were shredded. When I called in on the first charge of XXXX a fraud representative told me to change my password on my account which I did. They did not tell me the card needed to be cancelled ( check the phone log ) .The second time I had the card cancelled and another one issued which I still have not had opened up yet. I live in an apartment so why would I need roofing done? 

The only thing I received from BOA was an email that said my claim had been resolved and when I went to their website there was a letter that just said the merchant said it was me. They did not tell me who the merchant was or show any proof. I called immediately but it was on a weekend so I had to wait until that Monday, XX/XX/XXXX. 

I was transferred back and forth and finally spoke to a supervisor in fraud who said it was on mircofilm and they could not order it but that Customer Service could. She conferenced me in with a supervisor in CS who said she could do that but once the supervisor from fraud was off the phone said she couldn't do that and transferred me to the ACH department ( her words ) which wasn't the ACH department and I had to start all over again. Why fraud can not order what is needed is beyond me but this is something that BOA needs to change. 

Finally, they told me they would get copies of the microfilm out and they would send me a form to fill out and send back along with a copy of my driver 's license so they could compare signatures. As of today XX/XX/XXXX I have not received any of this information and called back in for another long hold time. I have a list of all names that I spoke to on XX/XX/XXXX ; however, it is at my office and I am off work this week. I'll be glad to get that list out to BOA if they or you need it. I was told today that they would resend the information. When I called on XX/XX/XXXX they told me to file a police report. When I called my police department ( XXXX, XXXX PD ), they told me I would need to file the police report online, include the documentation ( which I do not have yet ), have it notarized, fax it in, and then it would be two weeks to  30 days before it could be assigned. Once assigned only then would I have a report number. I let BOA know all of this so it should be in their notes. So not only am I getting the runaround from BOA but from my own police department! I am beyond frustrated and feel that BOA did not do any kind of investigating before saying I owed this money and besides writing you for assistance, I will be writing the XXXX   Attorney General and the XXXX and their Office of the President. BOA is absolutely ridiculous in their non-investigative powers. And, btw, BOA, I googled the names of those companies and they do not exist! Obviously, you have some people that are making great imitations of checks and my credit card has been skimmed ( I had to look that up as well which BOA could have done if they had any research capabilities at all ). There are only two roofing companies on XXXX with that name and one is in  XXXX and the other was in XXXX. The " wedding '' company does not exist - at least not online.

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