Consumer complaint received 2018-04-10
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
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:
OnXX/XX/XXXX I ordered Pizza 's to be delivered to my place of work in XXXX TX from XXXX ( store # XXXX ). The total amount was {$48.00}. I used my Bank of America Credit Card which was given to the driver on a paper form and a portion of this form was given to me as a receipt.

While checking my account online on XX/XX/XXXXI found a fraudulent charge at a XXXX XXXX XXXX XXXX XXXX ( XXXX ) for {$99.00}.

I live in XXXX Texas and XXXX XXXX   Texas is a 3 hour drive.

The same day of this charge I made three purchases locally- XXXX XXXX at the corner of XXXX  and XXXX XXXX XXXX XXXX in XXXX off of XXXX XXXX and XXXX on XXXX XXXX in XXXX .

I drive a XXXX   and do not believe I have ever made a purchase more than $ 20-30 at a gas station for as long as I have had this car ( 5 years ).

I do not use a debit card due to the risk of fraud and fell safer using the credit card.

I called Bank of America to report this and my card was immediately canceled and a new card was issued. As soon as the charge was officially posted I called Bank of America to make a fraud claim. This was onXX/XX/XXXX. I explained to the person I spoke to for the bank where I live, the purchases I made on the same day, and that XXXX XXXX was 3 hours away from where I live. I was told I do not know the geography of where you live but we will investigate this.

On XX/XX/XXXX I received a letter from Bank of America letting me know that their investigation revealed that the charge was not fraudulent. I expressed my disbelief of their finding and again explained how I could not have physically made this purchase. I was asked if I gave my card to someone to use and I told them never. Despite my arguments the person I spoke to told me their decision was final. I was very angry and told the person how upset I was and that I no longer wanted to speak to him.

I immediately called the XXXX number for my
bank and explained my dissatisfaction with the service I received. The person I spoke to told me that the Bank is very interested in this and that I could make a formal complaint. He recorded the information I had given him and told me that I could expect to hear back about this.

On XX/XX/XXXX I called my bank back to ask about any resolution and was told that they could not let me know the status of my complaint. I verbalized my dissatisfaction thus far and told the person I was speaking ( XXXX ) that they were going to lose a long term customer. She put me on hold and after a few minutes came back and told me that there was nothing they could do. The merchant had told them that either the chip or strip was used to make the purchase and it was my word against theirs. Despite my continued efforts to reason with her about how it was impossible for me to make this purchase she would not make any effort to remove the charge.

That same day XX/XX/XXXX I emailed XXXX XXXX at XXXX XXXX here in the XXXX XXXX XXXX area to make a complaint and ask for assistance. I also posted on my XXXX XXXX XXXX as well as the Bank of America Page about this incident.

How funny it was when onXX/XX/XXXX I received an email from Bank of America which stated in the subject line : We got your back on fraud protection.

The email explained that they continually monitor my accounts and send email and text alerts when they identify unusual activity on my account. They reminded me to make sure my contact information is always up to date ( which it is ). How embarrassing for them!

On XX/XX/XXXX I heard back from XXXX XXXX and also contacted the Consumer Financial Protection Bureau. The Consumer Protection Bureau recommended that I make a online complaint and add as much supporting evidence that I have as well as make a formal police complaint. I called the XXXX XXXX Police Department ( XXXX ) but they could not tell which XXXX XXXX  was exactly used for the purchase and asked me to call my local police department. The nice lady I spoke to ( XXXX ) told me that this was a common problem that they deal with. I made the formal report on line at XXXX after speaking with a member of the XXXX Police Department who told me I could use my home address as the address where the event occurred. She explained that I should hear back from someone in the next week or so about this.

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