Consumer complaint received 2019-08-22
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
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:
I have had unauthorized or fraudulent transactions since XXXX till the end of XXXX when my bank ( Bank of America ) noticed something looked suspicious and reissued me a new card automatically. I am not the most financially intelligent person. I check my bank account every now and again to make sure it " looks about right ''. I never actually look into the transactions ( as I never lost my card ). 

I only noticed when I was expecting about {$5000.00} from my employer for a bonus and logged into my account to see significantly less was there. I verified that my employer did, in fact, deposit the money I was expecting. 

Immediately, I call Bank of America and initiated a fraud claim on XX/XX/XXXX. They notice MULTIPLE charges from a company called XXXX over the span of months from XX/XX/XXXX to the present time up until BOA issued me a new card and effectively " changed '' my card information. They had been charging anywhere from {$1.00} - {$99.00} over the span of months and spread out. So no, I didn't really notice. Not until the point when they started charging many multiples of transactions it looks like and they began to really drain my account. 

According to Bank of America, they have managed to charge me over {$3300.00} at this point. I called the number associated with these charges, which I assume belongs to XXXX ( I can't really be sure. A lady who was clearly overseas answered me ), to demand my money back. I explained the situation and the lady says " I will need to file a fraud complaint with my manager and it will take some " time '' for us to review. I gave her my number and email to get back to me ASAP. Not FIVE MINUTES later, I have an email in my inbox from the SAME lady I spoke with ( not her manager ) saying that this case was deemed not fraud. 

I have been dealing with this with Bank of America for about 30 days now. I notified the authorities and provided Bank of America with a copy of the police report. Bank of America has been requiring me to FAX over these documents rather than digitally upload them on my online dashboard like one would expect in XXXX. Naturally, it took them well over a week to receive the same fax that I sent 4 different times because they werent getting the fax sorted within the 48 hours they had promised. 
Throughout their initial investigation, Bank of America did not reach out to me once for any form of supporting documents. They initially just closed the case, not in my favor. I have submitted a formal request in writing to reopen the case along with a police report through fax which they have finally received earlier this week ( XX/XX/XXXX or XX/XX/XXXX would be my assumption as I have been calling the fraud department every day to follow up on this ). 

As I had my card throughout the entire time this fraudulent activity took place and after looking into what the company XXXX does, these charges are undoubtedly virtual in nature meaning that they did not have or use my pin nor did they have my signature on file. This means that theres no way they were able to use my card in person, further increasing the likelihood of fraud. Upon digging further into XXXX, I believe that it could have been someone utilizing their platform to facilitate these unauthorized transactions. 

I would like Bank of America to release my hard earned money back into my account and go after the people that committed these fraudulent transactions AS IS MY RIGHT AS A CONSUMER CHOOSING TO BANK WITH BANK OF AMERICA.

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