Consumer complaint received 2022-08-17
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:
incident date : XX/XX/XXXX amounts : XXXX - {$270.00} XXXX - {$270.00} ( 2nd charge ) Nespresso - {$280.00} XXXX XXXX XXXX XXXX - {$190.00} XXXXXXXX XXXX - {$7.00} ( Do not have a membership to get in to make a purchase ) I made a point of sale purchase at both XXXX and XXXX XXXX XXXX XXXX XXXX CA that afternoon, but card was not lost and remained in my possession. I noticed the charges the following day when I logged into my on-line banking with BofA. I immediately called BofA to lock the XXXX  card and issue a new one and to report the fraud. I received a credit for Fraud Dispute to my account on XX/XX/XXXX for all charges. Claim # XXXX. 

On XX/XX/XXXX BofA denied my fraud dispute saying that they had confirmed the chip on the card was used at point of sale and that there was no way to do that without my actual cc. That can not be right, because the card never left my possession. I was told the only way they would look further is if I provided more information like a police report. On XX/XX/XXXX BofA again charged my XXXX account. I filed a police report online with XXXX on XX/XX/XXXX. I received the approved Police Report from XXXX XXXX XXXX XXXX XXXX ) on XX/XX/XXXX. Once I received the PR, I call BofA Fraud Claims and told them I would like to reopen the Fraud Claim and that I had a Police Report. I also asked BofA to provide me with copies of signatures from point of sale. I was told I had to FAX the Police Report to BofA. Once I did that from the Local XXXX Office , I waited a week and a half and realized I had heard nothing back from BofA. When I called on or about XXXX to check on the Fraud Claim I had reopened, I was told it had not actually been reopened. I asked if they had received my FAX with the Police Report and the confirmed they had. I asked again at that time to reopen my Fraud Claim, which I believe they did with a new Claim # XXXX. I still have not gotten credit for the fraudulent charges. 

On XX/XX/XXXX I received a message from BofA that they are researching my claim again. 

On XX/XX/XXXX both my partner and I received calls on our mobile phones from a Texas number saying it was Bank of America calling about my reopening my Fraud Claim and that they need more information from me to get it reopened. They knew about the Fraud Claim and they knew I wanted it reopened and they new a lot of information relating to the claim. I completely believed them because of them having all that information. I would love for someone from BofA to explain how that information along with both our phone numbers got breached. Either it is an inside job or they got hacked. On that call they were able to steal my mobile phone number and over take my on-line banking at BofA. I was on the call for over an hour. Once they had what they needed, the call ended and I was locked out of my on-line banking with BofA. I started getting emails letting me know I had transferred money via XXXX to an unknown name for {$1500.00} and then again for {$2000.00}. My mobile no longer functioned, so I used my partner 's phone to call BofA. They could not verify my identity, because my mobile had been taken. I asked them to freeze all 3 of my checking accounts, Business Acct, Personal Checking Acct and Joint Checking Account. They told me I had to go into a BofA branch with 2 forms of ID to do anything further. I rushed to my local XXXX XXXX BofA branch and was told since I didn't have an appointment, no one could help me right now. I asked for the manager, who refused to help me. I told them I was not leaving the bank until a teller at least verified they had frozen my accounts. Once they did that, I went to XXXX XXXX XXXX to report my stolen mobile number. I got a new mobile number and a new sim card put into my XXXX and headed to the XXXX branch of BofA. I spend 6 hours in the bank with several representatives to help me. I reported the mobile number hacked and stolen and that it should be removed from my accounts as an authorization, they assured me it was. I closed all of my accounts and opened new accounts. They unfroze my old accounts to transfer my money to new accounts and then I closed the old accounts. I left the bank at XXXX an hour after closing. The next morning I started getting emails that I had send money again through XXXX, one in the amount of {$1500.00} and another in the amount of {$2000.00} from my NEW checking account. Again, I was locked out of my on-line banking as I watched it happen all over in my new accounts. I called BofA Fraud and again waited for 45 minutes. The first thing they said, was that they needed to send me an authorization code via text TO MY OLD STOLEN MOBILE NUMBER!!!!!! Yes they did. I'm not lying and that went on for 5 days before they got it straightened out. I spent countless hours on countless calls over 5 days, literally for 5 entire days, I could do my job in the mean time. I called the same branch and spoke to the manager who had helped me the previous day, named XXXX XXXX XXXX at about XXXX on XX/XX/XXXX and he told me he couldn't help me that day, I would need to make an appointment. SERIOUSLY. I made an appointment for Saturday XX/XX/XXXX and met with XXXX XXXX, who was very nice but unexperienced. I spend 6 hours with her while she had to call to other departments to do anything. She also had to wait on hold for 45 minutes for every call she made to get anything done for me. She was very nice and really worked hard to help us. I ended up Closing all of my accounts and getting cashier 's checks for all of my money. I left only the account with the XXXX fraud open with a {$100.00} balance, so I could get my money back. I was told I would have to contact the BofA XXXX department to verify my XXXX Fraud Claim. That it would take 10 days for BofA to investigate and if they found it was fraud then they would return the money to me. I am still waiting, now out {$8000.00}.

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