Consumer complaint received 2021-07-07
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
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:
On XX/XX/XXXX, ( during the XXXX XXXX problem ) we were on our way to XXXX  from XXXX. We left the XXXX XXXX in XXXX XXXX, XXXX, and drove to get gas before getting back onto route XXXX. We pulled into the XXXX at XXXX XXXX XXXX, and my husband got out of our XXXX XXXX to pump gas. He swiped the card in the card reader. The card reader did not seem to register as the usual questions did not appear on the screen and he was unable to pump gas. He then noticed an 8 x 10 piece of paper taped to the pump that led him to believe the pump was not working. 

Next he walked into the station and stood in line for several minutes to ask if he could pay cash for the gas. He was told the entire station had no fuel other than diesel, which a XXXX  XXXX XXXX  does not use. One of the customers in line told him about another gas station where we might be able to get gas. We left XXXX without making any purchase and drove to the XXXX XXXX gas station in XXXX XXXX. They only accepted cash, so we purchased {$30.00} of gas. 

Please note, we sent a copy of our receipt from XXXX XXXX to Bank of America. The location, date, and time are all noted on the receipt. 

We only became aware of a charge from XXXX XXXX {$85.00} XXXX when I got my AAA statement. I called 2 times to explain that we obviously didnt purchase gas at this XXXX in XXXX XXXX, as they had no gas. Since we had made no purchase, and had no idea who charged this amount to our card, we were leery about calling this XXXX station and giving a stranger my card number again to solve the mystery. 

At Bank of Americas request, we did try calling the corporate office of XXXX who apparently bought out XXXX. They transferred us to XXXX at XXXX to try to resolve the issue of no purchase of gas at the XXXX on XX/XX/XXXX. On XX/XX/XXXX I spoke with Miss XXXX who said they could not resolve the issue, and insisted that Bank of America needed to do that. 

Next I called the Bank of America customer service number and spoke with XXXX in Virginia. After repeating what happened she said she believed the claim was filed improperly, and should have been filed as a fraud case. She said shed do that. In addition she said there was no time frame for an open claim, and told me to ignore the letter from their Dispute Department. I did that. Then we got another letter from the dispute department dated XX/XX/XXXX. Since we had a death in our family that day, I did not call the number listed until XX/XX/XXXX, when all of our out of town relatives departed. XXXX in Texas transferred me to XXXX. XXXX recommended that I send this letter along with a copy of the receipt for the gas we purchased at the XXXX XXXX in XXXX XXXX on XX/XX/XXXX. 

USPS tracking indicated that my certified letter was delivered XX/XX/XXXX @ XXXX XXXX. I then recieved a statement from Bank of America which still had the charge. Today, XX/XX/XXXX, I again called Bank of America Customer service and spoke with XXXX in Arizona. He claims to have sent a form for me to complete to my online account. I told him I have no online account! He is sending me a copy of this letter. He also said they have not yet recieved my certified letter! I gave him the adress where it was sent, and he confirmed it was the proper address. 

I am tired of dealing with unidentified people scattered all over the country. I was told by XXXX that upon receipt of my letter w/ receipt that the problem would be resolved and I would recieve a letter from Bank of America confirming that.

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