Consumer complaint received 2023-02-12
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IN
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:
I had made a complaint back on XX/XX/2022. XXXX no XXXX. No resolution as of XXXX The upshot of that complaint is BoA 's failure to process a POA which I had mailed in on XX/XX/2022. After finding out in late XXXX by a phone call to my parents house that there were numerous suspicious charges on my dad 's BoA card. There were fraudulent charges on my XXXX father 's credit card, I am his POA. BoA refused to work with me, refused to process the PoA. Finally, I made a complaint to CFPB. 

I received one e mail on XXXX from XXXX XXXX saying that among other things " I will return your call in 48 hours '' XXXX XXXX did telephone my father to ask him if he had signed a POA. XXXX XXXX never returned any of my calls except once when he left a voice mail. I have called him numerous times, e mailed him numerous times, NO RESPONSE. AT ALL. No replies to my e mails, no replies to my numerous phone messages ( except XXXX on XX/XX/XXXX ) no reply to my phone message to him on XX/XX/XXXX. 
The complaint to BoA was never addressed, no contact or concern from anyone. Since obviously BoA was not going to honor a legal POA and help me stop the fraudulent charges, I stopped calling BoA. I had called them probably 10 times between XX/XX/XXXX and XX/XX/XXXX. I gave up. 

In early XXXX I was with my dad and we decided that since I was not able to get any response or cooperation from BoA, that we would call in together. Which we did and discovered that my father *miraculously* now had a POA on his account. We were told that due to the XXXX, he is not allowed to get a replacement card. ( The reason I sent in the XXXX was so I could find out what was going on with the fraudulent charges, not so I could take his rights and agency away from him, ) We are also asked by the customer service representative, " if you are complaining about fraudulent charges made in late XXXX, why did you wait so long to report it? '' AREYOU FREAKING KIDDING ME? 
Anyway, it because clear that sending in the POA just made things worse and that BoA was not going to do anything to help us. 

On XX/XX/XXXX, I received a phone message from XXXX XXXX saying that he was returning my calls ( from about XXXX XXXX ) and to call him back. Which I did not because the customer service representative had already told us that my dad could not have a new card because of the XXXX, and that we should have reported the fraud when it happened. But that they would remove the fraudulent charge. He was still able to use his old card, so we just gave up on making things right or getting a new card with a safe number. 

Then I received a new bill for my dad. Not only was the fraudulent charge still on his bill, but so was a {$25.00} late fee. Therefore, I called XXXX XXXX, of course he did not answer, I left a message stating that not only is the issue not dealt with but that things are now actually worse. This was over 2 weeks ago, I never heard anything back.

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