Consumer complaint received 2020-12-05
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CT
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:
Hello, I am currently a Bank of America customer and hold a credit card, savings and checking account with them. Recently, I made a claim on 10 fraudulent charges to my credit card. 

Once I spotted the unusual charges I contacted BOA to have the card canceled on XX/XX/XXXX. 

At that time, BOA did a temporary refund of those charges as they researched the claims from XXXX XXXX XXXX The total of the fraudulent charges was {$890.00} XX/XX/XXXX XXXX # XXXX XXXX XXXX {$210.00} XX/XX/XXXX XXXX # XXXX XXXX XXXX {$200.00} XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX  {$8.00} XX/XX/XXXX XXXX XXXX XXXX XXXX {$7.00} XX/XX/XXXX XXXX XXXX XXXX XXXX {$1.00} XX/XX/XXXX XXXX XXXX  XXXX XXXX XXXX  {$25.00} XX/XX/XXXX XXXX # XXXX XXXX XXXX XXXX XXXX$7.00} XX/XX/XXXX XXXX # XXXX XXXX {$210.00} XX/XX/XXXX XXXX # XXXX XXXX XXXX  {$210.00} XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX$4.00} We have verified proof for both of these dates at the times of these purchases that I could not have been present in these cities to make these purchases. 

On the morning of XXXX from XXXX XXXX to Noon my spouse and I were both in attendance at the XXXX XXXX  State Courthouse for a supervised in-person visit for our XXXX XXXX children with their biological parents. This is verifiable by the state. 

During that visit we logged on to a online training XXXX course to be licensed XXXX XXXX XXXX We logged on to the certified session with 20 other witnesses to our attendance. The training ended around XXXX XXXX. 

Additionally, following this visit, on the afternoon of XX/XX/XXXX as verifiable by the time stamp on my BOA debit card and receipt, I made an in-person grocery purchase at XXXX  in XXXXXXXX XXXX  which has digital confirmation on our store app. 

I then made a purchase 2 miles from my home shortly after our visit to XXXX  in XXXX XXXX at a local bakery, verifiable by my debit card. 

These directly conflict with charges someone fraudulently posted to my CC which I reported stolen to BOA. 

This would have made the XX/XX/XXXX purchases listed above at XXXX in XXXX, XXXX and gas station purchase in XXXX XXXX physically impossible as these locations are 50 minutes from our home in XXXX and from the XXXX, XXXX  XXXX. 

We can provide a letter from the state that confirms our location in XXXX XXXX  at the morning training and XXXX visit times which would clearly demonstrate a conflict of feasibility in making the in-person purchases BOA is denying are fraudulent. Should you require the letter please let me know. 

The following day on the XX/XX/XXXX when similar fraudulent charges posted from XXXX I was at my place of work in XXXX XXXX and have verified charges on my debit card account revealing purchases in XXXX XXXX. This would make the other purchases impossible to complete as I was in XXXX from XXXX XXXX  in the morning until XXXX XXXX in the afternoon when I returned to the state of XXXX. Having XXXX  young children and in the middle of a pandemic, if one partner is at work the other must be home and therefore my spouse could not have made any in-person purchases with this card. For supporting evidence See attached

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