Consumer complaint received 2021-12-30
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:
Short version : Bank of America temporarily refunded me for 2 fraudulent charges. About a week later, Bank of America closed my fraud claim without notifying me, reversed the temporary credit, and has not shared why their investigation was decided against me. 

Detailed Version : On XX/XX/21, I noticed a suspicious pending charge for {$55.00}. The suspicious charge did not have a discernable name on it and, since it was pending, I could not review further information about the charge. I immediately called Bank of America and the agent informed me that the charge was at a gas station. I informed the agent that the charge was fraudulent, as I had not purchased gas that day and that I had not given anybody permission to make the transaction. The agent then listed some other charges to my card and, in doing so, pointed out a {$120.00} charge from XX/XX/21. The agent said that this charge was at a XXXX gas station. After some back and forth, the agent submitted my claim and assured me that I didn't need to do anything else. The next day or so, I received temporary credit for the fraudulent charges. 

On XX/XX/21 or so, I noticed that my claim was marked as closed through the Bank of America app. I did not receive notification of this through any of the methods I selected in my preferences. My temporary credit was still present on the account, at the time, so I assumed that the claim was decided in my favor. Importantly, I never received a request for supporting documentation from Bank of America. 

On XX/XX/21, Bank of America issued two charges titled " FRAUD DISPUTE '' to my card. These charges were in the amount of the two fraudulent charges that I reported. Later, after speaking to an agent, the agent confirmed that my case was closed against me. Upon request, the agent provided me a fax number to upload documents to appeal Bank of America 's decision. The agent did not report why the fraudulent charges report was decided against me. 

On XX/XX/21, I filed a police report for the two instances of credit card fraud. I received a PDF copy of my report on XX/XX/21 and faxed it, as well as other supporting documentation, to the provided fax number. The fax was successfully sent, per my faxing device. 

On XX/XX/21, I called Bank of America. After being transferred between departments for over an hour, I was finally able to ask if my faxed documents had been attached to my claim. The representative stated that she couldnt see any attached documents but suggested to call again on Monday ( 5 days after submission ). Notably, the representative said my case is marked as open, though my account shows the claim is still closed. 
I am filing this complaint with the CFPB because Bank of America is holding me responsible for fraudulent charges. Bank of America has been provided ample information about the fraudulent charges and their dismissal of my calls is frustrating. I recognize that the individual agents that Ive spoken to likely can not remedy the fraudulent charges on their own but, by filing this complaint, I hope that these instances of fraud will be directed to the correct person ( s ).

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