Consumer complaint received 2022-02-12
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NJ
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:
In XX/XX/XXXX, I noticed a charge on my account in the amount of {$29.00} from XXXX XXXX and XXXX, which I had not shopped at in quite some time. To look further into this, I clicked the link to see the store and description, and it stated DONOTASKAGAIN. I immediately knew this was a fraudulent charge and called Bank of America to dispute the charge. While I was on the phone with the person, I informed them that I had never been in that store location before # XXXX. While on hold for the person to initiate my dispute, I googled the store location that was associated to see if I can get the phone number to also call XXXX XXXX XXXX XXXX  to file a claim with them, and I noticed there was an entire web page about fraudulent charges that matched mine from the exact store location and some even for the same dollar amounts. I informed the person on the line helping me, so she went back and did a review of my entire account over the past year. Thankfully she did this as we discovered 9 fraudulent charges on my account totaling {$710.00}. Through this time period, my card had been compromised 3 times from Bank of America, so I had to file 3 separate claims. It is now XX/XX/XXXX and Bank of America does not want to return all of my money to me as they stated " I had no sense of urgency to notice the money was missing ''. Another reason they gave was that I " logged into my account online about XXXX times and I should have noticed the charges ''. People log into their accounts for numerous reasons and when you use your bank card as frequently as I do, those small dollar charges happen to go unnoticed. Since this incident happened, I set up alerts on my account so that I am not notified via text and email for every single transaction that takes place on my account. It has been 4 months now and I have had to open this dispute several times as Bank of America has given me some money back, but not most. This makes no sense to me that they recognize some as fraud, but not others, yet every one of these transactions is from the same exact store : Location # XXXX. I am including the link, which I also shared with Bank of America in my dispute process that shows how this happened to others as well : https : XXXX. Bank of America sill will not assist me. Further to that, XXXX XXXX XXXX XXXXXXXX even sent a statement of my account to Bank of America showing them that I had 4 charges during the time period of these fraudulent charges and not one of them were related to the fraud charges on my account. Still no help from Bank of America. What is the purpose of having fraud protection if they will not honor it and give you your money back when someone steals from you. I've been a customer with Bank of America for 24 years. I have never once had an issue, paid a bill late or experienced anything like this. It has been a horrendous experience and after all these years, I will no longer look to bank there once this has been resolved.

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