Consumer complaint received 2018-09-21
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WA
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 was notified via text message by Bank of America about two transactions that occurred on XX/XX/XXXX at XXXX XXXX XXXX. These transactions occurred while I was having dinner in XXXX, Washington. The first transaction at XXXX in the amount of {$1600.00} was approved by BOA and the second transaction at XXXX for {$430.00} was declined. I immediately responded via text message that these transactions were absolutely not mine and my account had somehow been compromised. I then called and spoke to a representative that same night who assured me I had nothing to worry about that my account would be closed, a new card issued to me, and that the charge at XXXX would be properly reversed as I had credit card fraud protection. Not once did this representative recommend that I file a police report or visit the merchant where the fraud occurred to discuss the fraudulent transaction. I called BOA again a couple days later to confirm the charge would be reversed and the representative assured me I had nothing to worry about and that the charge would be reversed. Again, no recommendation was made to file a police report or follow up with the merchant. 
On XX/XX/XXXX, I received a letter stating my fraud dispute had been denied with absolutely no explanation provided in the letter. Not once did a representative from BOA contact me or leave a message about the fraudulent transaction that I disputed. I called BOA to find out why the fraud dispute was denied and the representative said the comments were completely bogus that a representative supposedly tried to contact me, but they couldnt reach me and the transaction appeared to fit my spending patterns. I was also told the fraud dispute would be reopened, but that the charge couldnt be reversed until I provided further documentation such as a police report. The representative also told me I needed to do my part to assist BOA. 
I called the store director at XXXX in XXXX XXXX on XX/XX/XXXX to discuss the situation and notify him of the fraud that occurred. He assured me that BOA had not contacted him about this transaction at all. He is currently investigating the transaction on my behalf and I have asked him to review any security video footage that will easily prove that I was not present when this transaction occurred. 
I am completely shocked and appalled by the treatment by BOA during this process. I find it ironic that the BOA fraud department perpetrated fraud against me by not actually doing any investigation whatsoever and denying my fraud claim. I have a credit score over 800, my household income is over {$500000.00}, I have no history of making fraud disputes on a regular basis, and I am a Certified Public Account who is held to a higher standard to maintain my professional license. There is absolutely no reason to believe that I am somehow lying about this fraudulent transaction and that BOA has essentially accused me of attempting to commit felony larceny. 
On XX/XX/XXXX, I told the representative to close my credit card accounts immediately and that BOA has lost me as a customer forever. As of this posting, I am waiting for BOA to rectify this fradulent charge.

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