Consumer complaint received 2021-07-07
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: ID
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:
I received a text message on XX/XX/2021 from Bank of America telling me that there had been 2 attempts suspicious charges of a very large amount, first attempt declined purchase, and second attempt purchase was accepted for a charge in the amount of {$7800.00} from XXXX online purchase on XX/XX/2021. I contacted Bank of America immediately and spoke to the Fraud Department. They went ahead and placed a temporary credit on my account for the amount of {$7800.00} and they closed out the credit card ending in XXXX and issued me a new credit card of which I have received. I also immediately placed a fraud alert via the credit bureaus and went to Identitytheft.gov to file a report there as well. 
I had explained to Bank of America that I did not make that charge and that I had just finished paying off my entire previous balance so that my account is in XXXX since I had just moved out of state and trying to purchase a new home. 
I received an email and a letter from Bank of America on XX/XX/2021 stating that they denied my fraud claim and that I would be responsible for the entire amount because they concluded that based on my previous purchase history, I had made purchases with the same merchant in the past. I contacted Bank of America on XX/XX/2021 to dispute the denial and I told them that I had never made any purchases with that merchant booking.com so that was untrue and I asked them to provide a copy of my credit purchase history of which they did not do. They then told me to go to local police department to file a police report, which I immediately took care of after ending the call with Bank of America on XX/XX/2021. I contacted XXXX, Idaho Policy Dept. and spoke to Officer XXXX and she took my police report and issued me police report # XXXX. I contacted Bank of America back the same day and gave them the police report #. The representative who took the report # said they would reopen the claim and further investigate. I received a letter in the mail dated XX/XX/2021 from Bank of America with the same denial and the same reason. So they have not further investigated nor done anything else to help me with this disputing this fraud claim. 
Please be advised that I also had multiple fraudulent charges on a separate credit card XXXX XXXX totaling {$25.00} that they were able to remove without any further questions. 
I need your help to further dispute this fraudulent charge for the amount of {$7800.00} and credited back to my card and also to dispute that Bank of America Fraud Department is doing a poor job in helping identity theft victims like myself and not doing a good enough job investigating. 

Thank you, XXXX XXXX ( XXXX ) 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 monetary relief