Consumer complaint received 2017-10-07
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
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:
My credit card number XXXX XXXX XXXX XXXX was valid through XXXX XXXX credit card, which I never received, ending in XXXX, was issued and sent by Bank of America XXXX BoA XXXX to replace my old credit card, which was about to expire. 

On XXXX XXXX I looked at my BoAs webpage and found out a fraudulent purchase was made on XXXX XXXX XXXX at EASY AMERICAS XXXX in XXXX, XXXX, using the credit card I neither received nor activated. I immediately called BoA to make a claim for this fraudulent charge, and on XXXX XXXX the bank credited my account for {$2100.00} plus the FOREIGN FEE ADJUSTMENT for {$63.00}. On XXXX XXXX I received an email from BoA confirming a credit for {$2100.00} was made to my account. 

On XXXX XXXX I received an alert saying that my credit card payment was due soon, for me it was a surprise, since I hadnt used my credit card and wrongly assumed the fraud claim was closed. When I checked out my credit card balance, I found out the credit was reversed on XXXX XXXX and that according to BoA I owed {$2100.00}. Its important to mention that I never received a letter and/or electronic message from BoA informing me about the decision of the claim. I talked over the phone with a bank representative who told me the bank would reopen the case, advised me not to pay for the charges ( even the minimum payment for {$25.00} XXXX, and told me to wait for an email from BoA about the claim. 

Since I never received the email, I called again on XXXX XXXX, and talked to a second bank representative who advised me to pay the minimum payment fee in order to avoid any charges for late payment fees. Also, she told me that I wouldnt receive any communication from the bank about the claim and to wait for two billing cycles to find out if the fraudulent dispute was approved on my behalf. 

Since the information given by the two bank representatives was contradictory, I decided to call a third time on XXXX XXXX, and talked to a third bank representative who confirmed the claim was reopened, and advised me to wait for the claim to go through its process. She also said it could take up to two billing cycles for the bank to provide an answer, that I shouldnt pay for the minimum payment fee, and that I am not liable for any late payments fees through the duration of the process. 

However, looking at my BoAs webpage, I found out that I have already been charged on XXXX 2nd, for late payment fees. Also, even though every representative has told me the claim is open, in my BoAs webpage it appears as if it was closed which to me is worrisome. 

In sum : 1 ) I never received thecreditcard ending in XXXX 2 ) The above points outsecurity issuesatBoAsmailing protocol, of which I am not and should not be liable. 
XXXX ) According to BoAs protocol, the new credit card couldnt have been used without prior activation. Since I did not receive it and consequently I did not activate it, this shows security issues in XXXX activation protocol, of which I am not and should not be liable. 
4 ) To date, I have not received any formal or informal, written or verbal explanation of the reasons why the case was reopened. In case of lack of information I have the right to assume that the information I officially got and that is reflected on my webpage is the correct information. 

In connection with all the above, I request BoA to : 1 ) definitely close my case. 
2 ) reverse all the charges regarding the purchase I did not make, and reverse any charges for late payment on my credit card. 
3 ) Inform me by letter or via email of the confirmation of the decision to close the case, in a duly and timely manner.

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