Consumer complaint received 2021-10-18
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NJ
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:
My Visa card number was used fraudulently to make two purchases from an unidentified XXXX vendor on XX/XX/2021, and Bank of America has twice rejected my fraud claim. It will not reveal the address where the items or service supposedly were delivered, nor the name of the recipient. I have not shopped on XXXX in more than a decade, have received nothing from an XXXX vendor, nor ordered anything for a third partyyet have no way of proving something I didnt do. Meanwhile BOA wont supply any documentation of this transaction. Following is the chronology : XXXX XX/XX/2021 : Two separate fraudulent charges were made to an unidentified XXXX vendor using my Bank of America ( BOA ) Visa card. The first ( reference # XXXX ) totaled {$200.00}. The second ( reference # XXXX ) totaled XXXX. 

XXXX XX/XX/2021 : I noticed the fraudulent charges on my BOA statement and contacted the BOA representative identified as XXXX from Tennessee, who opened a fraud claim. 

XXXX XX/XX/2021 : BOA issued a letter stating it has not approved the claim, citing only that the merchant ( unidentified XXXX vendor ) provided documentation confirming that I received the merchandise or service. Perhaps due to postal service delays, the letter did not arrive for about 10 business days. 

XXXX XX/XX/2021 : After multiple transfers to the wrong department and long wait times at each, I spoke with the BOA representative identified as XXXX from Texas. As with all the other times I contacted BOA about these charges, I told him that I havent shopped with XXXX in a decade or more. XXXX looked at my transaction history and verified this is true ( disputed charges being the exception ) it does not match my shopping patterns. I told him Ive received nothing from an XXXX vendor as asserted by the BOA letter. I asked to whom the merchandise or service was addressed ; was it addressed to me? And I asked to which address the merchandise or service was deliveredwas it my residence? He said that neither he nor I can communicate with anyone in the investigations department and that he is not able to see the notes made in the investigation. He described the investigations department as a black box. Therefore he could not answer my questions. He offered to ask BOA to reopen the investigation and suggested I file a police report, then bring it to my local BOA branch, where an employee would fax it to the investigations department. I asked him to reopen the investigation, and I did file a police report. The police department did not make a copy available to me until late the afternoon of XX/XX/2021. Since the BOA branch was already closed, I brought it to the branch the next day, XX/XX/XXXX, and an employee said she would fax it to the investigations department. 

XXXX XX/XX/2021 : BOA issued a letter rejecting the claim a second time, again stating that the merchant provided documentation confirming I received the merchandise or service. BOA provided no additional information.

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