Consumer complaint received 2021-12-30
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY
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 have unauthorized charges on my Bank of America Visa card from XXXX and XXXX. 

I have been a Bank of America customer for 35 years, multiple credit cards, accounts, home mortgages, etc. 

Regarding these VISA charges, I contacted both vendors to resolve directly : 1. XXXX Dispute : XX/XX/21 {$340.00} XX/XX/21 {$160.00} XX/XX/21 {$160.00} XXXX agrees that I do not have an account with XXXX. They tell me that they can not reply to me directly as I am not a XXXX  customer, but that Bank of America must submit a chargeback with the claim these are unauthorized charges. The person in XXXXXXXX XXXX chargeback department expected they would be fully credited if B of A would follow up. 

Regarding XXXX : XXXX reports that Bank of America charged back one charge of {$160.00} and claimed services were not provided with no further information. That is not correct. XXXX replied that services were provided. 

XXXX reports that B of A did not explain anything about my claimthat the charges were not authorized, that I do not have a XXXX account, that it is impossible to have XXXX service where I live. Also they did not charge back all the charges. 


2. XXXX 6 months x {$24.00} XXXX claims I subscribed to XXXX. I did not. 
I asked XXXX for any record related to the their claim that I subscribed. They could or would not provide any receipt, transaction date, method, or any documentation at all. 
I asked XXXX to simply describe their claim that I ordered an XXXX when I have no such record, no messages, no activity on my XXXX account, etc. Again, they would or could not even say the basis for their claim. 

Regarding XXXX : Bank of America cancelled and replaced my Visa card when I reported the fraudulent charge from XXXX ; then the Bank gave XXXX the replacement card number which XXXX then charged a 7th time, after the fraud report. 
I think that XXXX then reversed that charge based upon my contacting XXXX myself. 

I have asked Bank of America to question the authorization. XXXX would not provide any documentation to me. ( I never authorized ). It is my understanding that the Bank never did anything at all to assist on this, they did not chargeback or question XXXX. I hope I am wrong. Today I was told the Bank had closed any claim related to XXXX. 

Today, during another 30 minutes on the phone with the bank, the fraud department told me they had declined both claims without resolving anything for me.

After almost two months, the representative told me that in fact the fraud department never contacts a vendor and investigates charges ( not kidding ). 

I was told that my fraud claim was now with the billing dispute department and I would now need to follow up with this other department if I hope for the bank to assist me. 

( please see attached letters prepared/dated XX/XX/21 that I just mailed today XX/XX/21 )

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