Consumer complaint received 2022-02-02
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NV
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:
On XX/XX/XXXX, my XXXX account got hacked. Two charges of {$52.00} and {$64.00} to my Bank of America credit card account, which were made on XX/XX/XXXX from XXXX. These charges were on items I never ordered or received. I reported the fraud as soon as I found out it had happened on XX/XX/XXXX from odd emails that I had received. The charges were removed from my Bank of America account on XX/XX/XXXX, then recharged for them on XX/XX/XXXX. I received 2 letters from Bank of America Fraud Dispute Department, declined to reverse these charges. The first letter of dated XXXX, XXXX, XXXX stated that they were unable to approve my fraud claim, stating that " The merchant provided documentation confirming you received the merchandise or service. '' I did not receive this merchandise or service. I then mailed a letter after calling the bank to show that the charges to my account were fraudulent, attaching many documents from XXXX to prove that the charges never showed up as a purchase on my account. I then received another letter dated, XXXX XXXX again declining my fraud claim, this time it stated that " While you personally didn't make the charges, we confirmed it was made by an authorized user on then account or someone who has permission to use the card. '' This claim, I don't even know how the came to this conclusion, the only authorized person is my husband and he has his own XXXX account and did not use mine, did not know what the charges were either. Also, after this letter I then confirmed it with XXXX and that the charges were fraudulent. I now have two letters from XXXX claiming that yes, these charges were unauthorized and fraudulent. I called Bank of America, XX/XX/XXXX, was transferred from person to person at least 6 times, over 3 hours on hold, to be told that this claim was not in the fraud department and that is was in a billing dispute department. I was hung up on, I was at one point talking to the right person, who then transferred me back the fraud department and hung up, never to be heard from again. The lady I was speaking with was just as confused as I was and gave me an address to contact the Claim Resolution Dept. I have a letter ready to go out to them tomorrow, claiming yet again that the charges are in error because my XXXX account was hacked and these charges where confirmed by XXXX to be unauthorized fraudulent charges. I have been banking with Bank of America now since XXXX, according to them, we at this time have hundreds of thousands of dollars invested with them. We have several accounts with them. I want to end all services because of this and their horrible customer service, but it would be such a hardship for us to do that, and I am not sure we can even move our investments at this point. At this point, the charges are still on my credit card. I know that it is not a lot of money, but the point is, these are fraudulent charges that I never authorized and I have been asking for their removal for over 6 months and Bank of America seems to be giving me nothing but problems.

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