Consumer complaint received 2017-07-06
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MA
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 recently traveled to XXXX XXXX, and brought a Bank of America credit card with me. No issues using it until the last day. Stopped to get gas for the rental car prior to returning it, and was given a slip to sign ( 1 ) and then given back a receipt ( 2 ) for the correct amount. After getting home, a charge for much more than the receipt ( 2 ) amount posted to my credit card. I disputed the charge as an " incorrect transaction amount '' with Bank of America, assuming it was a simple mistake and they could work it out with the gas station. The station sent back a receipt ( 3 ) that I did not sign - it was forged, and Bank of America said there was nothing they could do, because the card was present at the transaction, and I did not have the " correct '' receipt. I did n't realize the final receipt given to me ( 2 ) was from a different customer 's credit card, even though the dollar amount matches the dollar amount that I had originally signed for on receipt ( 1 ). I was never given a copy of my signed receipt when I left, just like in a restaurant.
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After all that, I disputed again, this time as a " fraud '' dispute - citing my forged signature and providing evidence of my signature. I just received word that this claim has also been denied.
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Thank you for your help in this matter. Please see below for a timeline and the attached supporting documentation. <P/>Important Dates : XX/XX/XXXX - Bank of America credit card used at gas station in XXXX XXXX XXXX XXXX. Receipt given to me at time of sale showed purchase amount of XXXX XXXX ( about $ 26-27 XXXX dollars ). XX/XX/XXXX - Transaction for {$140.00} shows as pending, and then posts on either XX/XX/XXXX or XX/XX/XXXX.
XX/XX/XXXX - Original dispute filed, for transaction amount charged. I disputed {$110.00} ( meaning I was comfortable paying at most {$30.00} for the gas purchase ). {$110.00} was immediately credited to my account.
XX/XX/XXXX - Notified that the claim was denied. BoA sent a letter via mail and my online banking. Online banking also included a copy of the merchant provided receipt for XXXX XXXX ( lines up with {$140.00} charge, this is referred to receipt ( 3 ) above ). I never signed receipt 3, it is not my signature. I called BoA the next day, and they asked me to send in some information I had, including the receipt I was given ( 2 ). XX/XX/XXXX - Went to a BoA branch and faxed in the attached " XXXX Full Package. '' This includes receipts ( 2 ) and ( 3 ) as well as a letter detailing the issue. XX/XX/XXXX - Received a letter from BoA ( mail and online banking ) explaining that the claim still could not be honored. See attached " XXXX Claim Letter. '' I called again and explained that the signature was forged, BoA again said they needed more information. XX/XX/XXXX - Stopped by BoA branch and faxed the attached " XXXX Full Package. '' Included is my current license ( to prove signature ), as well as the receipts ( 2 ) and ( 3 ), and BoA 's letters. I again called BoA and explained the situation. They said there was nothing they could do, because the card was present at the the transaction and there was a signature. XX/XX/XXXX - At the suggestion of a BoA employee I spoke with on the phone, I filed a fraud dispute for the charge online. This transaction is not something I authorized, so I think it should be labelled as fraud. Somebody took my card, swiped it for a purchase I did n't authorize, and the forged my signature. XX/XX/XXXX - Received the attached " XXXX Claim Letter '', once again denying my claim. XX/XX/XXXX - Filed this CFBP complaint. <P/><P/>Attached Documents XXXX Claim Letter XXXX Full Package XXXX Claim Letter XXXX Full Package XXXX Claim Letter

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