Consumer complaint received 2020-11-09
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:
At around XXXX XXXX, XX/XX/XXXX. XXXX, I was informed by a mobile phone text from Bank of America about an unauthorized transaction of {$8900.00} was made on my credit card account ending in XXXX from a merchant named " XXXX XXXX '' with an expiration date of XX/XX/XXXX. I was not at the location where the merchant is located during the time of the fraudulent transaction. I had never frequented this merchant before and I had never authorized anyone else to use my credit card to use this transaction. I called BOA immediately and spoke with an agent named XXXX. I told her that this was a fraud transaction and I still had my credit card ending in XXXX with expiration date XX/XX/XXXX at hands when I was calling. XXXX also informed me that a replacement of my credit card ending in XXXX was mailed in XXXX since it is expiring soon ; which I was not aware of and had never received it. I told XXXX that I suspected another possibility was someone had stolen my replacement card in transit and used it to commit this fraud transaction. She noted all the information, closed my account, and re-issued the new credit card ending to XXXX. She also opened a fraud claim case no. XXXX. On XX/XX/XXXX, I reported the fraud case to XXXX XXXX PD with case # XXXX ( see attached XXXX ). On XX/XX/XXXX, I faxed over an initial version of the identity theft report and police report per the recommendation of the federal trade commission to the Bank of America Fraud Investigation Team with number XXXX. On XX/XX/XXXX, concerning the piece of information that " a replacement was never received and could be used to make the fraud transaction, I updated the XXXX report with a new case # XXXX ( see attached XXXX ) with the updated narrative. On XX/XX/XXXX, I reported the fraud case to XXXX PD where this merchant is located with case # XXXX. On XX/XX/XXXX, I faxed over an updated identity theft report per the recommendation of the Federal Trade Commission to the Bank of America Fraud Investigation Team with number XXXX ( see attached IDTheftReport.pdf ). On XX/XX/XXXX, I faxed over additional video surveillance camera screenshots that to prove I was at home during the entire time the fraud transaction was committed. On XX/XX/XXXX, I faxed over the final version of the XXXX PD identify theft report ( see XXXX ). On XX/XX/XXXX, my case XXXX was updated as resolved and I called the Bank of America Fraud Department to ask for results. I was told by XXXX over the phone that it was denied due to a chip-to-chip transaction was used. Overall, I was appalled by how irresponsible and unserious this investigation was given all the strong and numerous evidence I had presented and the measures I was willing to take as a very responsible customer. The denial and the evidence of the denial due to " chip-to-chip '' transaction were made was not valid since 1 ) someone stole my replacement card in the mail and used it for chip-to-chip transaction since the merchant did not require any signature ; 2 ) I have video surveillance video footages showing I was at home the entire time ( attached see screenshots and I will be sending in the entire day video footage via mail ) when the fraudulent transaction occurred thus it was impossible for me to make this transaction ; 3 ) BOA did not present any evidence such as the video surveillance footage from the fraud merchant that proved I was the one who made this transaction. Therefore, I require Bank of America to re-investigate this case with all the evidence that I have presented and reverse the denial decision.

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