Consumer complaint received 2021-08-17
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:
Good afternoon, XX/XX/2021 : I noticed some fraudulent charges on my Bank of America credit card account. There were three ( 3 ) XXXX rides, two ( 2 ) XXXX orders, and one ( 1 ) " ACH Payment Refund '' charged against my card. The XXXX rides and the XXXX orders were disputed and refunded without issue. The " ACH Payment Refund '' fraudulent charge, however, has not been refunded to me and has been a headache to deal with. 

I have called Bank of America multiple times, been transferred between several people/departments, and called several numbers ( which were nearly impossible to find on their website ) all to keep being told that this " ACH Payment Refund '' fraudulent charge is " under investigation. '' The ACH Payment Refund was charged against my credit card on XXXX XX/XX/2021 and the amount was for {$1200.00}. I can provide the Bank of America Claim Number for this particular issue upon request from the CFPB, if needed. 

In short, I am frustrated with the process of being shifted between various people/departments, the inability to lock/freeze my own account without calling Bank of America first, the long wait/hold times, and the general runaround I seem to be receiving on this issue. Every time over the past few weeks that I was able to talk to someone, I keep getting told it is " under investigation '' and have even been told by another employee that a fraud claim wasn't even opened against this charge! I would like this {$1200.00} refunded to me so that I can then close out my Bank of America account for good. Every other credit card I have used has had features where you can freeze accounts, file claims, etc. easily ; however, Bank of America has shown through their website, app, and customer service that protecting your account isn't a top priority by making processes like this difficult. This " ACH Payment Refund '' scam seems to be a new emerging scam, particularly for Bank of America from what I have read online. One can find similar stories on sites like XXXX, for example. 

It is clear I am a victim of some type of fraud/identity theft. I am 100 % fully able and willing to provide any information to Bank of America or the CFPB, if needed, to clear my name and eliminate this charge against me. I have told Bank of America this multiple times, yet have received no follow up from them at all for this issue. It is me who has to keep reaching out to them to get status on this issue every time. 

I have paid the entire statement for the attached billing document to show good faith, ( minus the {$1200.00} charge of course ). Bank of America told me I should still pay the minimum amount of {$25.00} on the next billing cycle and that if/when this " ACH Payment Refund '' fraud charge gets resolved, I will be credited back that {$25.00} along with any interest against my card/account for this charge. This seems like a rather roundabout way of doing business, but I will comply if this means I can get this fraudulent charge cleared from my account. I hope the CFPB can assist in some way here. 

Thank you and have a great day.

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