Consumer complaint received 2021-07-20
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MD
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
21 fraudulent charges were made to my Maryland XXXX BOA XXXX XXXX in XXXX XXXX for a total of {$2000.00}. I've been trying to get those charges reimbursed for 10 months. XXXX XXXX # XXXX I've received two letters ( XXXX XXXX, XXXX & XX/XX/XXXX ) that state that 'We 've completed an additional review of your case and concluded that our original decision was correct ' and if i " would like to request copies of the documents we relied on to reach this decision, please call us at XXXX ''. I have made countless calls to the BOA Claims Department to get these documents. 

Every time I call, the claims representative states that " the last note I see is that we sent you a letter on XX/XX/XXXX stating that the claim is closed ''. Each time, they state that they will re-open the claim and send a request to the 'Research Team ' to get the documents used to make the decision. Each time, they asked me to call back in 7-10 business days to verify that the request to reopen the claim has been sent along to the appropriate BOA department AND that the request to receive the documents were sent along to the appropriate BOA department. When i called back, they all said that they don't see any note in the system that i've request either. One of the claims representatives was the same person ( XXXX ). I called on XX/XX/XXXX and XXXX XXXX to this particular claims rep. 
On XXXX XXXX ( 9 months into trying to resolve this claim ), the claims rep asked me if i have sent in a Police Report. This was the first mention of a Police Report. I faxed it to the Claims fax number. The last claims rep confirmed that they have received it. 

So now I'm 10 months into this and I'm getting a never ending cycle of broken promises and failure to supply me with the documents used to make their decision. All they had to do was ask for the video footage from any of these stores to see that it wasn't me. 

Below are the fraudulent charges : XXXX XXXX XXXX XXXX, Maryland XXXX United States of America XX/XX/XXXX. - {$29.00} XXXX # XXXX XXXX, Virginia XXXX United States of America XX/XX/XXXX - {$97.00} XXXX XXXX XXXX, Virginia XXXX United States of America XX/XX/XXXX - {$110.00} " XXXX XXXX XXXX XXXX XXXX XXXX, West Virginia XXXX United States of America '' XX/XX/XXXX - {$120.00} XXXX # XXXX XXXX, Maryland XXXX United States of America XX/XX/XXXX - {$100.00} XXXX # XXXX XXXX, Maryland XXXX United States of America XX/XX/XXXX - {$100.00} XXXX  XXXX XXXX, Maryland XXXX United States of America XX/XX/XXXX - {$21.00} XXXX XXXX  XXXX XXXX, Maryland XXXX United States of America XX/XX/XXXX - {$100.00XXXX XXXX XXXX XXXX XXXX, Maryland XXXX United States of America XX/XX/XXXX - {$100.00} XXXXXXXX XXXX XXXXXXXX XXXX, Maryland XXXX United States of America XX/XX/XXXX - {$100.00} XXXX XXXX XXXX # XXXX XXXX, West Virginia XXXX United States of America XX/XX/XXXX - {$120.00} XXXX XXXX XXXX, Virginia XXXX United States of America XX/XX/XXXX - {$100.00} XXXX XXXX # XXXX XXXX, West Virginia XXXX United States of America XX/XX/XXXX - {$78.00} XXXX XXXX # XXXX XXXX, West Virginia XXXX United States of America XX/XX/XXXX - {$100.00} XXXX XXXXXXXX XXXX XXXX, Maryland XXXX United States of America XX/XX/XXXX - {$120.00} XXXX # XXXX XXXX, Maryland XXXX United States of America XX/XX/XXXX - {$68.00} XXXX XXXX XXXX, Maryland XXXX United States of America XX/XX/XXXX - {$100.00} XXXX XXXX XXXX, West Virginia XXXX United States of America XX/XX/XXXX - {$100.00} XXXXXXXX XXXX XXXX XXXX, Maryland XXXX United States of America XX/XX/XXXX - {$100.00} XXXXXXXX XXXX XXXX XXXX, Maryland XXXX United States of America XX/XX/XXXX - {$100.00} XXXX XXXX XXXX, Maryland XXXX United States of America XX/XX/XXXX - {$100.00}

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