Consumer complaint received 2020-05-13
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA
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:
In XX/XX/XXXX, when I was reconciling my Master Card statement for the billing period XX/XX/XXXX, XXXX XXXX, XXXX, I noticed some anomalies. First, there was a transaction for the amount of {$3300.00} on XX/XX/XXXX for XXXX XXXX XXXX. Then, on XX/XX/XXXX, there were two credits from the same vendor for the amounts of {$2800.00} and {$270.00}, thereby leaving a balance of {$200.00} on my card. Let me stress, clearly and unequivocally, that neither I, nor anyone in my household, had any communication with XXXX XXXX in order to book or cancel a cruise ; the bottom line in that these transactions took place without my knowledge or inputI was not aware of these transactions until I received the above-mentioned billing statement. 

Hence, I contacted customer service to report fraudulent activity and challenge the remaining balance of {$200.00}. They thus issued a credit for the {$200.00}, cancelled my card and sent a replacement with a new account number, to which the charges were transferred. In addition, a fraud investigation was initiated. 

The so-called investigation went nowhere. In XXXX, I received a letter from Master CardBank of America dated XX/XX/XXXX, which denied my claim and essentially called me a liar ; they said that they had confirmed the charge ( s ) was made using one of your verified devices, like a cell phone or tablet. That would have been a really good trick because, as I stated above, NEITHER I, NOR ANYONE IN MY HOUSEHOLD, HAD ANY CONTACT OF ANY KIND WITH XXXX XXXX. 

Nonetheless, in frustration after I received the XX/XX/XXXX letter, I called customer service on XX/XX/XXXX, got shuffled around as usual, and finally spoke with someone named XXXX in the Fraud Disputes Department. I told him about the letter denying my claim, about how it misrepresented reality, and again stressed that neither I, nor anyone in my household, had any contact with XXXX XXXX in regards to the charge and credits placed on my card by XXXX XXXX in XX/XX/XXXX. XXXX seemed to be understanding, and said that they would issue a credit for {$200.00} and would work to resolve the dispute. 

Well, that did not happen. Instead, Bank of America ( BOA ) is now pouring salt into the wound. To my aggrievement, chagrin, and utter disbelief, the billing statement for the billing period XXXX XXXX XXXX, XXXX, and now the latest statement for the billing period XXXX XXXX XXXX, XXXX, indicates that Bank of America is now slapping late charges onto my account. 

In addition to my communications with BOA, I finally reached out to XXXX XXXX XXXX during the first week of XXXX and explained my dilemma to a woman named XXXX XXXX in the Resolutions Department. She said that she could not find a transaction tied to my credit card and she thus said that she would refer the matter to their accounting department. That was about a month and-a-half ago. In the latter part of XXXX, I called for an update, and through an intermediary of Ms. XXXX, I was told that nothing had come back from the accounting department. I tried calling again yesterday and today, but didn't get anywhere. I spoke with another person in the Resolutions Department and was given the excuse that " the people in accounting are very busy these days. '' In other words, they might get to my issue when XXXX freezes over. 

In a letter I sent to Master CardBOA on XX/XX/XXXX, I expressed my frustration and dismay and even offered to go to the the police to file an affidavit reporting the fraud, with the understanding that it is a crime to file a false police report. I noted that a quick look at my credit history would make it crystal clear and obvious that I would never issue a false police report. In addition, in the letter, I asked Master CardBank of America to tell me what exactly I would have to do to get this resolvedto prove to them that the charges placed on my card in XX/XX/XXXX were done so fraudulently. My entreaty thus far has been met with silence. Needless to say, I am at wits endplease help me.

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