Consumer complaint received 2021-04-21
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
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 woke up on XX/XX/2021 to see that my BOA credit card has multiple charges of online orders from XXXX. I logged into my walmart account and discovered that multiple charges for online gift cards were fraudulently made on my account. 
On XXXX XXXX, 2021, I notified BOA XXXX Bank of America XXXX by filling an online dispute that I did not make the charges and need my card cancelled immediately ( Please see attached document to see that complaint was made on time ). By XX/XX/XXXX, I got a notification from BOA that the fraud claim has been resolved ( See attached document Document ). 
XXXX also sent me a notification that their fraud department discovered that activities on my account relating to the gift card were deemed fraudulent and cancelled. Later, I discovered that XXXX did not do their due diligence and cancel all the cards. 
I was surprised to get a notification from BOA on XXXX and XXXX of XX/XX/2021 that they got notification from XXXX that I did receive the gift cards and the charges were been reinstated. 
I contacted Bank of America and XXXX. On XX/XX/XXXX, I spoke with a representative from XXXX called XXXX who said the cards were shipped to my home from the local store and that I received the cards. I told her that this is not true as we did not receive any card and my online account ( please see attachment ) showed that XXXX did not ship the cards as it currently shows delayed. XXXX then notified the fraud unit of XXXX and said they will get back to me within 48 hours. 
XXXX got back to me on XX/XX/2021 and indicated that they I did receive the cards. The lady then went on to explain to me that scammers probably got my email password and then reset my XXXX account ( this did not happen as my email password change is 2 step authentication that includes a code that comes to my cell phone. Also, my XXXX password was never changed ). She indicated that the scammers probably deleted the email after downloading the card as the cards were delivered by email. I told her that XXXX told me that based on the information in the system, it was shipped to my home. She said the latest information is that it was delivered to my email address. I also reiterated to her that my online account showed that its being delayed and its being shipped to store. Regardless, she said I have the gift cards and there is nothing they can do. Shortly after discussing with her, an email from XXXX came in indicating an order fulfillment for a {$100.00} gift card from XX/XX/XXXX ( see attached email ). 
Overall, my online account showed that the cards were not delivered and I reported it in time for them to cancel the cards but they did not. I reported to Bank of America in a timely fashion and the XXXX liability protection per the card agreement/contract is not being honored as BOA is insisting I pay {$1000.00} ( the cost of 10 cards that were not cancelled by XXXX even though XXXX system picked up the transaction as fraudulent )

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