Consumer complaint received 2021-02-11
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
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:
I am a victim of a new credit card fraud, and BOA has no idea how to help me. 

I need someone from the Executive support team to reach out to me and fix this fraud issue. 

I also demand to hear the voice recording of the phone conversation with the Fraudster and the agent that authorized a refund to be issued to a 3rd party bank and account name not in any way associated with myself. 

I have been on the phone with BOA for 3 whole days, spoke to 18 different agents from Billing, customer service, and fraud. and i just get bounced around between the departments with no one has any idea how to help me. I even went to the local BOA branch, spent 3 hours with the banker, and she was unable to help me. 

Here is a post I made on XXXX. 

I am a long time preferred rewards and Business customer of BOA, and i am very upset how this fraud is handled by BOA. 

please read my below post and have some one with actual authority reach out to me. as no one on the phone or in the branch can help me. 



-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - This seems like a new scam, no one at bank of America has heard of this scam or knows how to help me get my money back. 

Here is the summary : I have a BOA cash rewards credit card, which i pay off in full at end of every month. 

I paid my entire balance off XX/XX/2021 for a total of {$4500.00}. all was well. 

I login to my online banking on XX/XX/XXXX and notice i have {$5200.00} balance on my card. i think no way i spent this much, so i look at transactions, and indeed, new purchases are {$1200.00} and one mysterious line item from XX/XX/XXXX that reads : " ACH PAYMENT REFUND '' {$4000.00}. 

I call bank of America, to ask, what is this?? they say that is a partial refund of my original payment that i made on XX/XX/XXXX, for the amount of {$4500.00} and they refunded {$4000.00} out of that payment. as some one called BOA saying they over paid on the credit card payment and wanted a partial refund. 

So i tell them, well, i did not request a partial payment refund. and where did this refund go, as i dont have it in any of my accounts .... 

They give me the last 4 digits of the account number it went to. and say it went to some one in XXXX XXXX?? its none of my accounts. i dont own any accounts there. 

So basically some one called BOA asking for a partial refund of an overpayment on a credit card payment, AND asked the refund to be sent to some unknown account number which I do not own. 

How can this even be possible to send a refund to a totally random account that a caller provides??? 

So far i spent 9 hours on the phone with BOA, they keep bouncing me between credit card fraud and billing agents. I already spoke to 9 different agents, they have no idea what to do, they all pass the ball to the next agent. 

Credit card fraud says since its not a fraud purchase but a payment refund its a billing issue, then billing says its a fraudulent billing issue so they transfer me to credit card fraud. rinse and repeat. 

I went to my local bank, sat with a banker lady for 3 hours while she was on the phone with what seems the same exact people/departments ( fraud and billing ), she too was getting bounced around between the same departments. 

I need a resolution on this fraud issue, it has taken me way too much time and effort to get this resolved. 

Kind regards,

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