Consumer complaint received 2022-02-03
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: AZ
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
To whom it may concern : On XX/XX/XXXX, my XXXX account was hacked by persons unknown and they made a reservation in XXXX XXXX for XXXX for the amount of {$720.00} on my credit card in question, XXXX from Bank of America . I was made aware of these charges early on the morning of XX/XX/XXXX by an email from XXXX telling me that my account was accessed by this person. I immediately called Bank of America and had the card cancelled and reported it as fraud through both XXXX and Bank of America. 

XXXX customer service has not reached back out to resolve the matter, though they did cancel the booking and return the cleaning fee as prescribed in the Cancellation Policy, which was in the amount of {$100.00}. I DID NOT make this reservation and should not be held responsible for the remaining funds, in the amount of {$610.00}. 

On XX/XX/XXXX, Bank of America denied my claim and told me that XXXX " provided documentation '' that I " received the services '' for the charges. I called Bank of America on XX/XX/XXXX as soon as I saw this and their department for Fraud Services was open for business. I spoke with a representative who re-opened my claim and asked me to send in any evidence I can think of. I faxed over an XXXX page document with an itemized list of information including messages between myself and XXXX where they acknowledged the suspicious/fraudulent activity on my account and locked my account and messages between myself and the host of the XXXX  where the host told me that XXXX cancelled the reservation and told the host that it was fraud and they ( the host ) would receive no funds. 

On Monday, XX/XX/XXXX my claim was closed and marked as " Resolved ''. I called the appropriate department and they told me they never received the faxed in documents and they were denying my claim again. I told them I would refax and mail in the documents and to please reopen my claim. They did so at my request, and I refaxed the forms and mailed them in. 

On Tuesday, XX/XX/XXXX I called the correct department to verify that my claim was still open and that I had sent the documents. They confirmed my claim was open, but told me they had not received the forms yet and that it can take up to XXXX weeks to process any faxed or mailed information. At approximately XXXX XXXX, I got a notification stating that Bank of America XXXX my claim again since they " had not received any further information. '' On Wednesday, XX/XX/XXXX, I called the Fraud Claim department at approximately XXXX MST ( XXXX EST ) to have them reopen my claim and notate that I had sent in the documents AGAIN. I went to a local branch and had them fax the documents and I then refaxed them again for a fourth time through my personal fax, verifying the fax number each time and receiving confirmations that they were received and successfully sent. I then prepared them for mail. At approximately XXXX MST ( XXXX EST ) I received a notification that Bank of America XXXX XXXX close my claim and deny it again because they still hadn't gotten the forms despite my having faxed them XXXX different times and mailed them in. I also spoke with several different associates and they ensured me they would notate it on my account. 

As of Thursday, XX/XX/XXXX, they have reopened my claim and I have filed a complaint with their company. I refaxed the forms again on the morning of XX/XX/XXXX and have mailed them in again as well to the appropriate XXXX XXXX XXXX They have not gotten back to me and continue to give me the run around. I am writing this to warn others that Bank of America is not to be trusted and has truly failed me as a consumer, despite having been a loyal customer of theirs for over XXXX years. 

Thank you, XXXX XXXX XXXX XXXX **Attached are the XXXX documents that I have faxed and mailed into the Fraud Claim Department XXXX Bank of America XXXX XXXX and XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX

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