Consumer complaint received 2023-04-27
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: HI
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:
Hello CFPB Team : In late XX/XX/XXXX I was notified by my Bank of America application that there were some suspicious charges on my card with account number XXXX XXXX XXXX XXXX. These fraudulent charges were made between XX/XX/XXXX and XX/XX/XXXX. 

I immediately called Bank of America, informed them that it appeared my card had been stolen, and that it was not in my possession. I asked them to immediately turn off the card so that it could no longer be used, which they assured me they had. I then filed a fraud dispute for the fraudulent charges, and after review, they reversed the charges in the amount of {$1500.00}, and I paid the remaining balance for my charges of {$72.00} on XX/XX/XXXX. With the card now being at {$0.00}, and the account having been closed ( or so I was assured ), I figured the matter was over. 

However, when I logged back into my account in late XX/XX/XXXX, I found that Bank of America had NOT cancelled my card as I had requested, and the thief had continued to charge items fraudulently using the card. However, they had changed the account number on my account, but somehow the thief was still able to use my card. In total, this account has had three different account numbers in 5 months. Why that would be the case, I have no idea. Bank of America would have to answer that. 

Original account number : XXXX XXXX XXXX XXXX Reissued account number : XXXX XXXX XXXX XXXX Current account number ( re-issued again ) : XXXX XXXX XXXX XXXX All of the new fraudulent charges after XX/XX/XXXX are below. These are the charges that were incurred AFTER BofA had assured me the card was closed and could no longer be used : XX/XX/XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX FRAUD DISPUTE XXXX XXXX XXXX XX/XX/XXXX FRAUD DISPUTE XXXX XXXX XXXX XX/XX/XXXX FRAUD DISPUTE XXXX XXXX XXXX XX/XX/XXXX FRAUD DISPUTE XXXX XXXX XXXX XX/XX/XXXX FRAUD DISPUTE XXXX XXXX XXXX XX/XX/XXXX FRAUD DISPUTE XXXX XXXX XXXX XX/XX/XXXX FRAUD DISPUTE XXXX XXXX XXXX XX/XX/XXXX FRAUD DISPUTE XXXX XXXX XXXX XX/XX/XXXX FRAUD DISPUTE XXXX XXXX XXXX XX/XX/XXXX FRAUD DISPUTE XXXX XXXX XXXX XX/XX/XXXX FRAUD DISPUTE XXXX XXXX XXXX I again called the Fraud dispute department, extremely angry that they had left the card open for use, and they apologized and assured me these new fraudulent charges would be taken care of. The fraud agent also apologized and said that somehow the card had not been closed out properly. At that point I told them to close this account permanently and do NOT issue any new cards to me. 

It appears they actually did close the account this time, as there were no new charges after XXXX. However, after calling the fraud dept multiple times, requesting for an escalation, requesting to talk with a supervisor, I was stonewalled at every turn. I was advised there were no supervisors available and that the agent didn't have a way to have me contact a manager. I called multiple times, and each time the agent assured me they were working on reversing the charges. 

We are now in XX/XX/XXXX, and after 5 months of calling and dealing with the fraud department, they still will not reverse the fraudulent charges that they allowed to happen by not closing the card. In the meantime, I have racked up late fees, and I am sure adverse credit reporting, all because Bank of America will not reverse these fraudulent charges. 

I am requesting that these charges be reversed immediately, and all late charges and fees reversed accordingly as well. 

I had a perfect payment history with Bank of America for years, and am absolutely frustrated and appalled that they continue to issue me these charges that should have never occurred in the first place. Their error in not properly closing a card that was reported stolen, and requested to be closed, has caused for all of this to occur. I am requesting for your help to resolve this matter. 

Thank you, 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 monetary relief