Consumer complaint received 2020-03-09
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: SC
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:
On XX/XX/2020 I realized that there were charges on my credit card that I did not make. I immediately called Bank of America and reported this to the fraud department. They removed the charges ( {$2400.00} ) from my acct and said they would open a fraud claim. Several weeks went by and I never heard anymore about the claim. Then the week of XXXX the XXXX I received a call from someone at the fraud dept and said they were following up on the claim and just had a few questions. The girl asked a couple of vague questions and then thanked me for my time and I just assumed everything was going to get resolved. Then on XXXX the XXXX Bank of America sends me a letter saying that the fraud claim had been denied because the card was used as a chip card no other explanation. The issue is that I had lost my card in my house several weeks before this so I decided to order a duplicate card in case this occurred again I would have a back up card just to get by. Well I did not realize that this duplicate card had gone missing. So when I Called to report the fraud the girl asked me if I had the card in my possession and I said yes. Not know that the other card was no longer in my vehicle where I left it. So I called Bank of America and told them that I did not feel like they did a very good job in their investigation process that is was obvious that 2 cards had been used during the time of the Fraud. I believe the 1st charges started showing up on Sunday XX/XX/XXXX thru Wednesday when I reported the fraud. From Sunday late afternoon to Tuesday afternoon I was in XXXX XXXX, NC with my sister I had to take her to the hospital for a procedure the morning of XXXX the XXXX. During this time I was in NC I was using my card and there was someone racking up charges at several different XXXX  and many other stores in SC without my knowledge. After talking with the girl at Bank of America fraud department they said the claim would be reopened and they would look further into it. She said it would help if I wrote a letter about my whereabouts during the time the charges were being made in SC so I did this and faxed it over to them on XX/XX/XXXX the same day I toled with them. So that was 2 weeks ago and I haven't heard a thing. Since then they have put all the charges back on my credit card. So I decided to call them today and just see whats happening. I asked if they could please remove the charges from my card again until this all gets resolved and after asking to speak to a managed because the 1st girl said her manager would have to do that. Well the manager said that he could not do that and I asked why this wasnt a possibility since these were charges that I did not make. He stated that the charges would remain on my card until the claim decision was made and that they had up to 90 days to make a decision. I told him that was unacceptable and asked if there was a manager I could speak with. At this point there was no other person that I could speak with and that the answer to remove the fraudulent charges would not change no matter who I talked to. He also suggested that I just make the minimum payment on my card until the issue got resolved. I tried to explain that I always pay my card balance in full and paying the minimum payment was not an option for me. I asked to speak to a supervisor again and was denied. I asked to receive the nae of the person that was working on my claim and he said there isn't one person assigned to your claim. I told this representative that I sas very dissatisfied with the answers he was giving me and felt like they wernt really doing much at all to resolve the issue. At this point I just dont feel like Bank of America is really do their due diligence in this in investigation to determine that these were fraudulent charges that were not made by me or with my knowledge. Any assistance I can get with this would be greatly appreciated.

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