Consumer complaint received 2019-06-05
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
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:
I contacted Bank of America Visa to get help in an ongoing issue. It started last month at the same time on XX/XX/XXXX where I was notified that 5 charges were made in the amount of {$15.00} via XXXX. I contested charges last month and I was told by BOA Credit Card Services ( BOA CC ) that by closing my credit card ( CC ) account then the issue was resolved. They failed to tell me that they would still allow the carryover of charges ( even disputed ones ) to our new CC ( BOA failed to expedite the new CC despite our request and it took approximately one week to get a new CC ). We have numerous automatic charges so it took approximately 2 hours of my time to convert those charges to the new credit card received a week later ( New CC ). A month later the same 5 contested charges appeared on the New CC. We called XXXX  who agreed to block the charges and confirmed that these contested charges were automatically transferred by BOA. Each charge was for XXXX- apparently BOA had done NOTHING to block these charges in XX/XX/XXXX- instead they failed to tell us it was up to us to contact XXXX   to block and instead just transferred the charges despite this being the sole reason our CC was closed in XX/XX/XXXX. Because the New CC number was NOT compromised- there was no reason to do more than to dispute the charges. We contacted BOA as XXXX advised we had to do and explained the situation. As explicitly discussed during the call on XX/XX/2019, the instruction was not to cancel the new number as it had NOT been compromised. We were merely disputing the charges. However, we requested reimbursement of the approximately 80.00 in disputed charges. Our call was elevated to a supervisor named XXXX XXXX in the Rhode Island CC service center who was rude and abusive on the call resulting in escalated conversations. Throughout these conversations I was explicitly clear that I would NOT be closing the New CC and Ms. XXXX confirmed this fact including at the end of the call. Ms XXXX began to raise her voice as I repeatedly asked to ask a question but her demeanor changed rapidly and she because rude and condescending as she continued. Ultimately, I was able to tell her that I dont want to fight her but that we take care of this directly with XXXX and that if I had to then I would eat those monies myself so that this wouldnt be a fraud alert because after all, my new card was never compromised. I advised that I would contact XXXX and that if I had to then I would eat the monies myself so that my New CC remain intact- as the new card was never compromised. Regardless, I was shocked by her behavior and contacted BOA to lodge a complaint into Ms. XXXX temperament and rudeness. Hours later it is abundantly clear that Ms. XXXX went back into the account and closed it. This was clearly in retaliation for the complaint. Further, it appears that she failed to even dispute the charges at the center of this matter. This was clearly in retaliation for my complaint. Further, it appears that she failed to even dispute the charges at the center of this matter.The individual taking the complaint was a good kind agent named XXXX  who advised me that this was actually a billing dispute and not a fraud alert and that she would dispute the charges referenced above. After this was completed, XXXX filed my complaint against Ms. XXXX. Approx. 4 hours later I received a panic call from XXXX. Ms XXXX  had done the unthinkable. She cancelled my New CC despite 1 ). the card itself not being compromised and 2 ). my explicit instruction not to cancel it and affirmation of this instruction by Ms. XXXX. Obviously Ms. XXXX  went ( unauthorized by me ) BACK into my New CC account and cancelled the card. The timing is very suspicious as it occurred shortly after my report of horrific customer service. Further, BOA failed to timely notify us that it had cancelled our New CC- and sitting here today, I do not know : 1 ). why it was closed despite the facts above ; 2 ). effective date of closure ; 3 ). if BOA is honoring our dispute of the XXXX charges ( not apparent in the online information ).

This violates regulatory rules and ethics rules. We did not authorize the closing of the New CC nor did we authorize a disgruntled customer service supervisor the authority to go back into our credit card account and to take action. Please investigated and take action against BOA and Ms. XXXX.

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