Consumer complaint received 2019-01-12
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
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:
XXXX XXXX hotel charged me for 2 stays that I did not authorized. They charged me on XX/XX/XXXX for {$140.00} and on XX/XX/XXXX for {$150.00} which I did not make. The time I stayed at the hotel was on XX/XX/XXXX which I had a one night reservation for which was {$140.00} which I paid already.

I contacted my credit card company that I used for this reservation which is Bank of America about this fraudulent charge on XX/XX/XXXX. Before contacting my credit card company I called XXXX main office and they couldn't tell me where those charges were from and so that is why I called my credit card company.

Bank of America mailed me 2 documents that was made by the XXXX XXXX hotel for the amount listed above. But I did not make any of the purchase on the card, XXXX   probably had my credit card on file. The worst part was, I could not even get ahold of my credit card company to rectify a solution. I was only able to talk to there first line customer service agents who could not help me in my situtions. 4 times I was told that I needed to call there fraud specialist ( I believe that's what they are call ). And was told to call XXXX.   Monday-Friday XXXX-XXXX ( converted to CST ).

I called on XX/XX/XXXX at XXXX and was on hold till XXXX and was told by the customer service that to call back Monday because the fraud specialist are only works M-F XX/XX/XXXX, I called at XXXX ( CST ) - XXXX, was on hold the whole time, no one answer the phone at all. The have this robot that answers the phone, getting a real person to talk to is very hard. XX/XX/XXXX, I called XXXX - XXXX - Called customer service again but was told they need to transfer me to XXXX because I called via their Bank of America XXXX app.

XXXX-XXXX - Called again and this time I was transfered again to another department and I hang up because I was getting the run around.

XXXX - XXXX - Called and was on hold, I did not speak with any live person. XXXX - XXXX - This time I called the customer service number and talked to a lady and I begged her to help me because I could not get any fraud specialist to answer my calls. She understood my frustration and said she will try to help but due to the fact she is only able submit fraud request, and outside of that her power was limited. She was very nice and said the computer allowed her to resubmit my dispute and that was all she can do for me. I thanked her for helping me.

On XX/XX/XXXX I receved a email in the Bank of America mailbox saying my request is denied.

My problem is that the fraud specialist did not even once tried to contact me via phone and ask for my side of the story. The only thing they did was by mailing me the 2 piece of paper made by XXXX XXXX and a letter from them stating to submit evidence if I was to dispute.

How would I submit evidences if I never approved or made those purchases?

No one from the fraud department contacted me on PHONE or EMAIL. I even made sure my profile was up to date on XX/XX/XXXX. I would have hope the very least they would have contacted me via email and they didn't. The " email '' function on Bank of America website only allow me to receive email from them and doesn't allow any replys.

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