Consumer complaint received 2022-08-30
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:
Fraud dispute filed with Bank of America on or around XX/XX/XXXX for a charge of {$670.00} on my Customized cash rewards MasterCard. This charge labeled " XXXX XXXX " occurred on XX/XX/XXXX. This transaction was completely un-authorized and charged without my consent and knowledge. 
On XX/XX/XXXX Bank of America declined the dispute and reassessed the charges to my credit card statement without providing any evidence or reason as to why. On XX/XX/XXXX I contacted the Fraud department to reopen the case and find out why they had not sent me any information regarding the decision. Another XXXX  charge of {$54.00}, that was missed was also added to the dispute. I also provided them with information and additional facts that should help them easily identify this fraudulent charge as fraudulent. 

Those facts are : a. On XX/XX/XXXX I received a letter from Bank of America stating my temporary credit of {$670.00} was made permanent and the dispute was ruled in my favor. But the credit was never added to my account 1. All XXXX transactions were supposed to be blocked on my account in the first place. I had a stop payment block placed on all XXXX payments, for some reason this transaction was NOT blocked. 

2. Bank of America had originally flagged this charge as a fraudulent, but still let the charge occur. BOA SENT ME A TEXT MESSAGE CONFIRMING IT WAS FRADULENT. I DID NOT RESPOND TO THE TEXT MESSAGE, AS MY PHONE WAS DISCONENCTED AT THE TIME, DUE TO BEING OUT OF THE COUNTRY. When I arrived back in the US I saw the text messages and quickly called Bank of America to report the Fraud. TO REPEAT, I DID NOT respond to the BOA text message, nor did I even see it at the time. 

3. This transaction is well outside of my consumer spending habits. I have never spent over $ XXXX on the credit card. Usually for gasoline purchases as its a cash reward credit card. A {$670.00} charge is well outside of my spending habits, and should have immediately marked the charge as fraud. 

4. I was never sent any information on why this dispute was reversed. I did finally receive the letter in XXXX. 

Update : 5. On XX/XX/XXXX I did finally receive a letter from Bank of America explaining why they " did not approve my recent claim ''. The letter says : '' We made this decision because : After you submitted your claim, you later confirmed that the charge ( s ) were valid. '' This is COMPLETELY FALSE AND A LIE. I never once claimed the charges were valid. 

6. The employee from Regulatory complaints who contacted me was completely unhelpful in resolving this matter. Moreover she exhibited unprofessional behaviors by misspelling my last name which is clearly spelled in my email address. 

7. On XXXX I received a complaint resolution letter from BOA. The letter uses several instances of FALSE information that was used to deny my claim : The letter states : " Our research confirms that on XX/XX/XXXX, we sent a text alert to a verified telephone number, which was responded to that the {$670.00} charge was valid. '' I NEVER RESPONDED TO THE TEXT MESSAGES. I have the records to prove it, and as I said previously, it was impossible for me to respond as I was out of the country and my phone was disconnected. AGAIN, you guys are blatantly lying in a completely unethical manner. 

In the letter, it states " the claim was denied because after the claim was submitted, you later confirmed that the charge was valid. '' Let me repeat my self again, I NEVER ONCE CLAIMED THE CHARGES WERE VALID. You can not put words in people 's mouths and blatantly LIE, it's unethical and wrong. 


SEE ATTACHED PDFs for Evidence.

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 monetary relief