Consumer complaint received 2018-08-08
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
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:
Please help me, Bank of America did not investigate a fraud claim I made on XX/XX/2018, and possibly mishandled claim, as the claim made on the XXXX FOR THE AMOUNT OF {$810.00} ( CLAIM # XXXX ) was " lost '' or not in the system '' INITIALLY. It reappeared when I called to inquire status on THE CLAIM AND WAS TOLD THAT THEIR NOTHING in the system in regards to the claim. No explaination why, but wascadvidmsed to start a new claim, so after waiting 10 days and still nothing showing, On XX/XX/2018, I initiated another claim ( # XXXX ) in the amount of {$960.00} ( for same charges, plus a few more that was either incurred during the ten day time frame, or were originally missed. ) These amounts were totaled and verbalized by the reps over the phone. I have no itemized/ documentation of the exact charges included. I expected an affidavit, or some breakdown I can look over and sign, but did not recieve one and was told no further information needed. On XX/XX/2018, temporary credit was issued for {$810.00}.

And on XX/XX/2018 I recieved a " claim not paid '' letter for the {$960.00} claim. I called the bank to inquire more details on their decision, and was told it was probably because it was a duplicate claim. And I have recieved temporary credit prior.

Also, please note, when I called and had the second claim filed for {$960.00}, during that same call, the rep opened another claim ( XXXX ) for {$90.00} since those were new charges that posted, related to the other claims /merchant. That claim was initiated on XX/XX/2018 and claim paid and closed same day, immediately. That claim considered valid, yet other ones, from same merchant invalid?

Theres definitely been some human errors, which is understandable, we all make mistakes. But when it comes in dealing with large sums of money, that's almost a months paycheck, and then shrugged off, taken do lightly and irresponsibly, is unacceptable.

On XX/XX/2018, months later, I recieve notice, not a letter, just a notice in my messages online with " unable to pay '' for the claim of {$810.00} ( a XXXX  more ) will be taken out of account on XX/XX/XXXX. It took the bank almost 90 days to decide the charges are supposedly authorized? I would like to know how, what actions were taken. A must have taken place that it took them nearly 3 months! When I called to ask why, I want given a reason, and was told they were authorized and case closed. The details are determined by back office, which they have no access to their information. Althogh on the end of message, it states that I can request copies of documents CV they relied to reach thisdecision. None was provided. Last rep I talked to said that their were no patterns of fraud activity given the timeline of my claim. That's it.

When I realized there were multiple charges I did not recognize I attempted to figure out if these merchants are DBA merchants first, which is why I didnt notify the bank immediately as I did not want to be sure these were indeed unauthorized by those merchants. No items were ever recieved.

I beg you, to please look into this matter further. I work a lot for that amount if money..it has caused me hardship, financially and mentally. I wanted bank to validate these charges, just ask what was items where purchased? And proof of delivery? That should've been enough that the charges were bogus right there. But I was told no investigation took place since charges were deemed to be authorized. I DID NOT AUTHORIZE OR RECIEVE HUNDREDS OF DOLLARS IN XXXX  AUTOMOTIVE PARTS, OR ELECTRONICS, OR MENS CLOTHING OR MISC XXXX.

I am at whits end here. I have contacted the bank numerous times for a better explanation, either recieved a different.response or the rep was not sure, and said its handled by back office and they have no additional information. Ultimately, the last rep I spoke with I believe on XX/XX/XXXX, told me that no pattern of fraud found is the banks reason. However, countless times in past they notified me of potential fraud, when there were valid. They've been wrong about that, could it be possible they are incorrect about the charges being invalid?

I thought debit cards, then banks must investigate? Or since its pointless, ran as credit, according to rules set by visa? at least by contacting the merchant and asking them anything, copy requests, invoices. Incorrect Merchant Category Codes were used evidently because I never purchased or recieved any items or goods or services.

There has to he some visa rule violation here, pre-compliance, compliance, miscoded mcc, merchants using other processors?

Then what exactly did I buy? When or where delievered?!

I am shocked, very frustrated, and simply tired of trying to work on this on my own. I apologize if for the lengthy, repetitive, description of events, and I hope it makes some sense. If more information or specifics needed I'd be more than happy to provide any documentation like statements or letter. I am not sure how much detail I am allowed to go into. I truly appreciate ANY HELP LOOKING INTO THIS MATTER FOR 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 explanation