Consumer complaint received 2021-08-23
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: VA
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:
On XX/XX/2021, Bank of America notified me of fraudulent charges to my XXXX  XXXX credit card. I immediately called the bank to begin a fraud claim and request a call back. Bank of America opened a fraud claim, cancelled the original card and issued a new card. No one ever called back. 
On XX/XX/2021, Bank of America sent a letter stating that a fraudulent charge from XXXX was being reversed. 
On XX/XX/2021, Bank of America sent a letter titled, " Good news - your claim has been resolved, '' including the following statements : " We're happy to let you know a credit ( s ) has been placed on your account that includes any interest charges and fees that you were charged. You don't have to do anything on your end ... '' Then, another letter was sent on the same day stating " ... unfortunately, we're unable to approve some of the transactions that are part of your credit card fraud claim. - After you submitted your claim, you later confirmed that the charge ( s ) was valid. '' The total of the charges listed in the letter is {$4200.00}. At no point between opening the claim and receipt of the letter did I approve any charges or even make contact with the bank. 
Upon receiving the letters, I immediately called Bank of America and spoke to XXXX in Tennessee, a XXXX with ID XXXX, on XX/XX/2021. XXXX confirmed that no contact had been made with the bank and that no charges on the claim had been approved by me. I told XXXX that I had a high-level of concern for the security of my account, and he agreed. While he was on the phone, I updated the security password on the account. He stated that he would pursue the claim to resolution, and I requested a call back. No one ever called back. 
On XX/XX/2021, Bank of America sent a letter stating, " As you requested, we completed a re-evaluation of your credit card dispute for {$4700.00} - unfortunately, our decision hasn't changed. '' and " - While you personally didn't make the charge ( s ), we confirmed it was made by an authorized user on the account or someone who has permission to use the card. '' There have never been any authorized users on my account in addition to me. 
On XX/XX/2021, I called Bank of America and spoke to XXXX in Tennessee, a manager with ID XXXX. I told XXXX that no other users are or ever have been approved on this card account, and that I now had even greater concerns regarding the security of my credit account. XXXX agreed with the security concerns, reopened the claim and elevated the claim to the corporate office. I told XXXX that no one has returned any of my requests for calls back, and I requested another call back. She assured me that she would call back and that should I ever need to reach her that I could call Customer Service and request to be transferred to her using her ID number. In addition, she referred me to Ms. XXXX XXXX, the Vice President of Customer Service, providing her email as XXXX. I immediately emailed Ms. XXXX and requested help from the corporate office. No one responded to my email. XXXX did not call back. 
On XX/XX/2021, Bank of America sent a letter stating, " unfortunately, our decision to decline your fraud claim for this transaction ( s ) hasn't changed '' and " -After you submitted your claim, you later confirmed that the charge ( s ) was valid. '' Again, I have never stated that any of the charges on the claim were valid nor confirmed any charges on the claim with the bank. 
On XX/XX/2021, Ms. XXXX XXXX, a customer care representative in XXXX, called on behalf of the Vice President of Customer Service 's office. She stated that she didn't have any additional information about my claim, but that she would work to resolve the escalated claim within the corporate office and provided contact information along with business hours of Monday to Friday, XXXX - XXXX Mountain Time. I requested a call back to provide status. No one ever called back. 
On XX/XX/2021, I called Ms. XXXX at XXXX. No one answered and I left a message requesting a call back. No one called back. 
On XX/XX/2021, I called Ms. XXXX again. No one answered and I left another message requesting a call back. No one called back. 
On XX/XX/2021, I called Bank of America and spoke with XXXX, a customer service representative in Florida, and requested to be transferred to XXXX in Tennessee using her ID number. XXXX stated that she couldn't connect me to XXXX, that only male names were on the notes of my account, and that she couldn't determine if this issue was related to my debit card or a credit card. I do not have a debit card with Bank of America. I expressed great concern with the security of my account again and requested to speak to a manager. I was then transferred to XXXX in Tennessee who then transferred me to Ms. XXXX XXXX, a manager in Texas with ID XXXX. I relayed a summary of the fraud issues to Ms. XXXX and she confirmed the details, stating that she would escalate my claim and provide a call back by the end of business. She provided me her email, XXXX. This call lasted approximately 1 hour and 34 minutes in an attempt to be connected to XXXX and the people working my claim. No one called back. 
On XX/XX/2021, I emailed Ms. XXXX at the close of business, copying Ms. XXXX, Ms. XXXX and Mr. XXXX, again stating the high level of concern I have for the security of my account and the failure of Bank of America to communicate with me. I also requested copies of all documents, transcripts and notes related to the claim including internal actions and system-generated messages in preparation for legal action. 
On XX/XX/2021, Ms. XXXX called back and apologized for failing to return my call as promised. She stated that should would be following up on the claim with the corporate office, and that she would call me back. No one ever called back. 
Currently, I am an unemployed father of XXXX using the affected account to pay my child support because the pandemic has taken both corporate jobs belonging to my wife and me. The experience with Bank of America has been harrowing and exasperating, especially after being a paying customer for over 20 years. It is clear that Bank of America is experiencing systemic failure in its policies to protect consumers from fraud despite past charging actions from the government. My wife and I have reached out to XXXX Responds in XXXX  DC to request additional support in this matter. Any help to investigate this serious and ongoing fraud issue is very much appreciated.

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