Consumer complaint received 2020-12-15
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: OR
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:
Bank of America Fraud Dispute Account XXXX XX/XX/XXXX our computer was affected by a virus ; we called the number on the screen for help and the man tried to diagnose the problem. He took over the keyboard and the entire computer to fix the problem. Unfortunately for us, we ask the person who had installed the virus to fix it. We only discovered this after paying him {$200.00} without the virus being fixed. 
While he had control of the computer ( overnight ) he obtained a {$100.00} gift card for XXXX from XXXX. This occurred at XXXX. 
XXXX we received a text from Bank of America ; there was unusual activity on our credit card. We checked and yes, there was. We called the phone number listed in the text for B of A. Discussed the charge and told them the circumstances. B of A immediately canceled the card. ( The text alert is too old for me to view. ) XXXX we took our computer to XXXX  for repair. After paying a {$260.00}, the virus was eliminated, and we had our data back. 
I created a dispute of the charge online ; B of A issued a temporary credit for the {$100.00}. 
XX/XX/XXXX, XXXX, and XXXX XXXX send us e-mails telling us our payment had not been made and we needed to update our credit card. Each time I responded that it was fraud, and if they had not sent the order, to not send the order! Consequently, as a result of not updating the credit card, XXXX closed our account. 
XX/XX/XXXX B of A denied the claim of fraud. The {$100.00} credit was reversed, and we were sent a letter and told to pay the charge. 
XX/XX/XXXX I called B of A to dispute the denial. After I explained the situation to 3 different people I talked to ( I believe her name was XXXX XXXX she said she would reopen the dispute and that this time she was certain it would be approved as fraud. 
XXXX, called Fraud Dept ; I wanted a status update. Told her about the e-mails to XXXX and she asked me to fax them to her, which was completed on XX/XX/XXXX. 
XX/XX/XXXX Received another letter from B of A ; again, denying the fraud. Said they had contacted XXXX and we received the product. 
When a gift card is purchased from XXXX, after payment is received XXXX e-mails information back to the customer telling them how to get the card activated. There is no mail delivery, only an e-mail. Keep in mind they had our e-mail because they had total access to our computer data. 
A few weeks ago, I found the e-mail from XXXX with the gift card activation information. The e-mail was sent to us from XXXX and promptly forwarded to XXXX. This is who owes XXXX XXXX. 
Your bank guarantees the customer will not have to pay for fraudulent use on a credit card. 
My expectation is you will immediately credit our account the {$100.00} plus the interest charged. ( We pay the full balance each month so interest has been accumulating ). And you will send us a letter of apology for not contacting us to discuss this issue before denying the claim, for all the time I waited on hold ( well over an 2 hours ), for us faxing documents you didnt need and paying for the fax, for my time researching the timeline, for my time spent explaining to you the situation. It was really all unnecessary if you had just contacted us directly to ask what happened. I believe you should also credit our credit card account {$500.00} for all the totally unnecessary trouble you have caused us. 
Also, you will note, we had no credit card charges from XXXX to XX/XX/XXXX. Do you really think I would have made up this story for {$100.00}??? I had to change all the automatic payments that were charged to the credit card closed. Do you think I sent e-mails to XXXX for nothing? As a result of not updating the credit card, XXXX closed our accountanother side effect of this situation. Do you think this is something I would do just for the heck of it? Does anyone in the fraud department THINK about a case and look at the entire picture? Do you think logically I would dispute {$100.00} on credit card bills that range from XXXX to XXXX a month? 
And of course, customers are not allowed to talk to people in the Fraud Department who make these decisions. 
Is this Customer Service? 

XXXX Update : XXXX I was finally able to see a local bank manager in person. He could do nothing about the charge, but discussed the issue with someone on the phone then faxed all the information to someone As of XX/XX/XXXX Nothing has been done. 
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 explanation