Consumer complaint received 2018-03-28
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:
I own a XXXX XXXX and I have XXXX XXXX banking relationship with Bank Of America ( unfortunately ). I also have a credit card linked to XXXX checking account. 
In XX/XX/XXXX, I traveled to XXXX on a business trip and used my credit card once in a restaurant. That was the only time I used Bank of America Credit Card in XXXX. In XX/XX/XXXX, when I returned to US from XXXX I noticed two large transactions on my credit card account, totaling about {$6000.00}. Both transactions were unauthorized and were made somewhere in XXXX. I called Bank of America XXXX XXXX Credit Card unit and disputed both unauthorized transactions. Bank of America gave me a temporary credit and issued a replacement credit card as usual. 
A week later I received a letter in mail to identify the transactions to return to BAC. I identified the transactions ( only 2 as stated above ) and singed off the document and it was mailed back to Bank of America. 
Couple of weeks later I received a letter in the mail informing that Bank of America investigated the disputes and they found those charges to be valid. Their reasoning was that it was credit card chip read and/or PIN was entered. The temporary credit was reversed and now I am liable for unauthorized charges in my credit card account. 
I called the number in letter and they told me the same thing that these charges are valid while I kept telling them that I did not make those purchases. But they will not listen. They reopened the issue and it was denied for the same reason. Then they ask me about my possession of the card and I told them that I was working in an office and a lab ( both in same building ) and my card stayed with all other credit cards and my passport in my laptop bag. So they concluded that I did not secure my credit card and someone used them while the card was in my bag. The funny thing is, they failed to explain how someone stole my card, used it and returned it back to my bag in TWO SEPARATE OCCASIONS? 

Here are the details of each unauthorized charge : XX/XX/XXXX - XXXX XXXX - {$5400.00} ( + {$160.00} International Transaction Fee ) XX/XX/XXXX - XXXX XXXX - {$420.00} ( XXXX International Transaction Fee ) Account number ending in XXXX Case number is XXXX While I was applying for this credit card they promised " {$0.00} liability protection for unauthorized transactions '' but now they are trying to say unauthorized transactions are valid. Bank of America is not willing to accept that the card/number has been compromised and has been used by unauthorized person/persons in two different occasions on two different dates. They are blaming me for not securing my card. At one point one of the reps told me that I have to hand carry my card at all times including in the bathroom. Yes, thats right those were the exact words she used.

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