Consumer complaint received 2021-08-09
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
FRAUDULENT ACTIVITY Regarding : Case # XXXX and # XXXX Date : XX/XX/XXXX To Whom it May Concern In mid XX/XX/XXXX I was contacted by BOA regarding possible fraudulent activity on my 2 BOA credit cards. Unknown to me, this activity had been happening for months. I told the BOA rep that I was totally unaware of this activity, as I had not been monitoring my statements like I should unfortunately. They were all from XXXX and all random amounts dating back like 6 months ago. Let me explain, I have two BOA credit cards. One of which had a larger balance and one with a smaller balance. I put the VISA card with the larger balance in my drawer, stopped using it and then just made payments each month trying to slowly pay it down. Since I was not charging on it, I did not see any point to continue to monitor the statement, as I knew I would only be able to make small monthly payments. This card was never set up to make XXXX Purchases. In regards to the smaller balance one, my BOA Mastercard, I used this card mainly for monthly expenses and some XXXX purchases and I had it set up on my XXXX  device. It stressed me out to see these large balances month to month and not be able to pay them down quickly, so I stopped reviewing the statements and just made payments through my bank each month, not thinking that someone would steal my information and was charging on them. I realize now that I need to monitor my account VERY CLOSELY and have since opened an acct on line with BOA to review monthly charges. I would just pay what I would spend each month and just resolved myself to not being able to pay down the balance until I got my tax refund in XXXX, which I just received recently. Therefore, I just did make an approx. {$3400.00} payment on the smaller acct ( MC ) to try and pay it off. From what I understand, criminals start try to charge small amounts and if they notice you dont stop it and you did not notice, they will continue to make charges. This is what happened in my case. On the VISA, they charged in XXXX  and then nothing else and then in MAY made A LOT of XXXX purchases, which is what prompted BOA to take notice. All these charges are related to XXXX, that is where my account got compromised. I only use XXXX  for XXXX  storage and my XXXX yr old daughter -I will authorize $ XXXX to buy XXXX  outfits, I dont ever spend any significant amount of money with XXXX. For any XXXX  $ money to be spent, I have to put in a password that only I know. These charges are 100 % FRAUD and need to be removed ASAP. Had the BOA rep not called me, this would have still been going on until just recently when I checked the balance to try and pay off the smaller card. I did recently notice that the person is still trying to use my CC, even after it was canceled. They tried to make an XXXX  purchase for {$46.00} on XX/XX/XXXX ( {$46.00} XXXX, when my BOA CC was canceled in mid May. ( see screen shot below ) Please let me know what other info you need. I filed a claim in MAY when BOA contacted me and it was closed stating that it was consistent with past activity, however I requested it be reopened as its only consistent with past activity because this has been happening for at least 6 months. Again I had NO IDEA of who is doing this and I need this removed. These cards have since been shut down and closed. What other info do you need to get this resolved? 
I have also contacted XXXX  directly, but they can only go back till early May, they said to go through my CC company for anything prior to that. 
XXXX XXXX XX/XX/XXXX XXXX XXXX XX/XX/XXXX, XXXX PM ( 6 days ago ) to me Credit Note Save 3 % on all your XXXX  purchases with XXXX XXXX Apply and use in minutes2 BILLED TO MasterCard .... XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX XXXX XXXX XX/XX/XXXX ORDER ID XXXX DOCUMENT NO. 
XXXX App Store XXXX XXXX Premium In-App Purchase iPad ( 2 ) Cancellation Date XX/XX/XXXX Report a Problem - {$19.00} Purchase Canceled XXXX XXXX  Premium In-App Purchase iPad ( XXXX ) Cancellation Date XX/XX/XXXX Report a Problem - {$4.00} Purchase Canceled XXXX XXXX Premium In-App Purchase iPad ( 2 ) Cancellation Date XX/XX/XXXX Report a Problem - {$19.00} Purchase Canceled Premium XXXX XXXX  In-App Purchase iPad ( 2 ) Cancellation Date XX/XX/XXXX Report a Problem - {$1.00} Purchase Canceled TOTAL - {$46.00} XX/XX/XXXX I called BOA regarding a letter I received, saying that my claim for {$580.00} was denied. I asked for details and asked if my letter that I send back in mid XXXX was received. The person had no idea, hence why I resending this letter, now to this PO box . I hope someone sees this. I need to have a case manager assigned to this case and some one from back office to call me personally at XXXX. I did not make these charges, I was not monitoring my CC stmt, hence why I did not catch this and it went in for longer than it found. BOA alerted me to the fraud, so can now BOA be saying it is not fraud, it makes no sense. What do I need to do to attest this, write a certified letter??? This is so frustrating, the denial letter sent is generic and has no details. All the charges are from XXXX. I only use XXXX for XXXX  storage for the most part and a few small charges herewhere these came from. and there. What do I need to do to prove this. What proof do you have that I made these charges? There has got to be a way to determine I would like to see specifics. I have explained the pattern. What else do you need? 
XXXX XXXX I started by reporting the fraud regarding XXXX charges to XXXX and BOA. XXXX is only able to dispute charges back two months, so I reported the XXXX charges to BOA. BOA opened a claim and then within one month closed the file. They said they charges were similar to purchases made in the past, I told them I had not been monitoring the charges and had no idea of the issue, until BOA called me to report the fraud. So how can BOA state its fraud but another dept state in BOA state that is is not. I called them back to reopen the claim a 2nd time and sent the above letter to them, then on XX/XX/XXXX they sent me a letter stating that their decision had not changed. I had asked them to call me and assign a person to my file that I could talk to, then never contacted me, just received a 2nd denial letter in the mail. I have canceled both cards that were being used, I am not sure what else I can do. I did not make these XXXX charges. I told them the only thing I authorized for storage renewal for XXXX, not all these random amounts.

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