Consumer complaint received 2018-08-15
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:
My husband and I have a joint credit card with bank of america XXXX. This card was solely to be used for vacations due to the rewards and great benefits of being XXXX members. In XX/XX/2018 we increased our credit limit on that card to {$4000.00} for a much needed summer vacation. The following month in XX/XX/2018 my husband lost his credit card and unfortunately the card was used to purchase merchandise in a retail store 'XXXX XXXX XXXX ' to a tune of {$3700.00}. We called in the fraud claim and the credit was reversed in our favor. A couple of months later the fraud charge was still there. We called in to Bank of America and they stated that the claim was reversed because we made the purchase. Very confusing because the card was not in our procession at this time of purchase. We called in today, XX/XX/2018 to confirm that we received the sales receipt that had the signature of this purchase -- and it was not our signature on the receipt. We faxed in to bank of america the signature verification form of both our signatures to prove they do not match this fraudulent signature. When we called in we asked for on update and the represeantive stated that we stated that we never received the cards which is a false claim. We were also told that the original claim was opened as an dis=tue not a fraud claim all of which is an error on Bank of Americas end not ours. We further found out that on the day of this transaction it was declined twice and who ever had the card called into bank of america to confirm the purchase was valid. Again this is very suspicious. Furthermore they are claiming that this person called into the bank of america call center from my phone which is another false claim. We have been battling with Bank of america for 5 months about this charge. This charge is out of the normal spending habits on our account and we should not be liable for this charge due to the burden of proof we provided bank of america. My concerns now due to this claim still being active on my account we are past due on the account and have a late payment which inturn is effecting our credit scores which will directly effect the ability to obtain any futex credit and or effect my ability to refinance my home loan which we are planning to do. This is a very serious matter that bank of america is using every loop hole not to assist there customer in any way. We received a letter that this was reversed in our favor and then it wasn't. We made this purchase because someone called in and approved it, very confusing from a consumers end. I hope that this can be resolved in the most expeditious manner possible - so that my credit report can be cleared of these fraudulent charges. 
Thank you XXXX

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