Consumer complaint received 2021-11-28
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: OH
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:
On XX/XX/XXXX Bank of America ( BOA ) security sent me a text about possible fraudulent activity on my credit card. The charges were fraudulent and I responded as such. Subsequent reviews of my account identified all of the fraudulent charges and all were included on my fraud claim. There are XXXX total fraudulent charges currently on my account. 
I received a letter dated XX/XX/XXXX denying my fraud claim for reason of : " Based on your account history, this charge is consistent with previous charges with this merchant. '' I called " XXXX in TX '' on XX/XX/XXXX and provided extensive details on why the XXXX charges are fraudulent, and she re-submitted my claim for review : XXXX are for XXXX in XXXX XXXX, CA and I have never had a DoorDash account, nor have I ever traveled to XXXX XXXX. 
XXXX are for XXXX XXXX locations in XXXX, OH, and I was not traveling in XXXX ( hundreds of miles from my home ), nor have I ever ordered from a XXXX XXXX XXXX. 
XXXX is a charge to XXXX, a company with whom I have never done business. 
XXXX is from XXXX XXXX, also indicating a location in CA, and I was not traveling in that area. 
I received a letter dated XX/XX/XXXX denying my fraud claim again for the previously provided reason. 
I initiated a video conference with " XXXX in XXXX '' on XX/XX/XXXX to try to resolve the issue- she ultimately said I should call the number on the letter and escalate to a supervisor. I called " XXXX in TX '' on XX/XX/XXXX, and escalated to " XXXX '' with whom I reiterated why the charges were fraudulent, and she confirmed she would re-submit my claim. 
I received a letter dated XX/XX/XXXX denying my fraud claim again for the previously provided reason. 
I called " XXXX in TX '' and expressed my frustration with this process, and indicated I would file a complaint with the CFPB if it could not be resolved. He reopened my claim. We became disconnected, but I called back and got " XXXX in TX '' who confirmed the fraud claim had been reopened. 
I received a letter dated XX/XX/XXXX denying my fraud claim again for the previously provided reason. 
I sought advice from an attorney, who suggested that I fill out a Federal Trade Commission Identity Theft Report. We then jointly called " XXXX in TX '' on XX/XX/XXXX, who resubmitted the claim, and provided a fax number to send the ID Theft report. We also volunteered to fill out a police report if that would help the situation. I faxed the FTC ID Theft Report to BOA on XX/XX/XXXX to the number provided by XXXX. I called " XXXX in TN '' on XX/XX/XXXX who indicated the report wasn't on my account. I faxed the report again on XX/XX/XXXX to a different fax number. See the first attachment - this report contained the fraudulent charges highlighted with an explanation as to why they were fraudulent. 
I called " XXXX in TN '' on XX/XX/XXXX who said the report was still not on my account, but that it could take XXXX weeks. I reminded that I'd volunteered to submit a police report if necessary, and he suggested that'd be the fastest way to get this resolved. I filed a police report with the XXXX XXXX police department on XX/XX/XXXX and called " XXXX in TN '' and provided the report number, police department location information, and the officer who assisted. I then faxed the police report to BOA on XX/XX/XXXX after receiving it from the police department - see second attachment. 
I received a letter dated XX/XX/XXXX denying my fraud claim again for the previously provided reason. 
On XX/XX/XXXX I called " XXXX in TN '' and asked if the police report had been scanned to the account. She confirmed that it had, but that the fraud claim was closed. She agreed to reopen it again. I asked if there was any way I could speak to the people actually " researching '' my claim, and she said " no ''. I asked if there was a General Counsel department to whom I could speak, and she said " no ''. I asked if I could request a callback from someone able to discuss why these fraudulent charges are confusing, and she said " no ''. I said : " it seems like you're telling me I have no recourse but to pay these fraudulent charges '', and she said " no sir, you should never have to pay fraudulent charges. '' Most recently, I received a letter dated XX/XX/XXXX saying I have " filed several credit fraud claims '', and that if they " receive any additional fraud claims for this account '' they may " close the account ''. 
Please note : I've been a BOA card holder since XXXX. I have continued to pay my monthly bill in full less the fraudulent charges. Total fraudulent charges currently on my account equal {$240.00}, plus the interest BOA has charged on that amount the last two months.

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 explanation