Consumer complaint received 2020-11-17
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
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:
At the end of XXXX there were fraudulent charges on my Bank of America EDD credit/debit card. I was never notified that my card was frozen or that these charges even occurred, I found out on my own when my card was declined while trying to make a purchase. I called Bank of America to open a fraud claim for these charges. There were 15 charges of {$65.00} made at a XXXX  in XXXX XXXX, that I had never been to and is two hours away from where I live, work, shop, ect, and all of these transactions were made within a matter of minutes and were all one right after the other. The total amount taken from my account before my card was frozen was {$970.00}. The first person I talked to about this claim agreed with me that these charges were irregular and looked like fraud. The claims department was closed when I initially called, so my card was shut down and I was sent a new one and I had to call the claims department the following day. I did call the claims department and they opened my claim case. After that, the only communication I received from Bank of America was a letter stating that my claim was open and what my claim number was. Within two weeks my money was put back in my account, so I figured that the investigation came to the conclusion that it was fraud. Again, there was no communication from Bank of America, the money was just back in my account. I thought the issue of my fraud claim was taken care of. Then on the XXXX of XXXX the money was taken back out of my account by Bank of America and it overdrew my account by {$10.00}. I was never sent an alert or notification about the money being taken out or that my account was overdrawn, so again, there was no communication from Bank of America. I, once again, found out when my card was declined when trying to make a purchase. I immediately called Bank of America where the person I talked to was unhelpful, quick to dismiss me, and tried to transfer me to the claims department which they already knew was closed. So, the next morning I tried to go into my local Bank of America branch to sort out what was going on with my account and why my fraud claim was apparently denied ( I was never specifically told that this is what happened ) when it seemed like an obvious open and shut case. I was told that the only way to find out was to call the claims department, which meant I was unable to deal with this issue face to face and was forced to do it over the phone. That same day I did call the claims department with plenty of time before they closed for the day, but they left me on hold for almost two hours ( one hour and forty minutes ) which put me on hold past the time they technically closed. I still have no resolution to this issue and I still have not been notified of Bank of America 's reasoning or documentation as to why they would have denied my fraud claim. To others, {$970.00} may not seem like a lot of money, but for me it's the difference between whether or not I can pay my bills.

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