Consumer complaint received 2020-04-16
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
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:
I have had this credit card with Bank of America for 28 years. 
In mid XXXX of 2019, I reported fraudulent charges made to credit card to Bank of America The amount exceeds {$25000.00}. 

A brief history : About the same time when fraud charges were made, my phone got jammed which forced me to go and seek help from XXXX XXXX XXXX. XXXX XXXX XXXX alerted me that someone was trying to use my phone and recommended to change to a new SIM card. I did not know that someone was using my card. 
The next day, a XXXX store clerk from XXXX XXXX texted me saying she found a bag I might be interested in following yesterday 's purchase. I told her that I never went to that store. Communicated with the stores clerk, learned that the person who were doing fraud purchase bought a XXXX bag yesterday and left the phone number for a new item. The clerk said she remembers the person to be XXXX ... .confirmed that the store had a security video recording of her making the purchase using my card. 
I called Bank of America to let them know that there were fraud charges made on my card and freeze the activity. The Bank of America said they would issue me a new card. 
I filed a police report on these fraudulent charges. 

Actions taken : 1. reported the fraud charges to B of A 2. got the proof for why & when SIM card changed 3. filed a police report 4. send via fax as well as US mail " twice '' all the documents to B of A Fraud Dept. ( they claimed they never received them ) 5. wrote a personal letter to the B of A Fraud Dept. in XXXX of 2019 when no action is being taken by B of A Fraud Dept.

6. received a resolution letter in XXXX of 2019 saying all the charges were dropped and credit agencies would be notified of this action to clear all the mishaps which affected my credit score.

7. The charges still remain outstanding despite the resolution letter.

8. wrote another letter demanding fraud charges to be dropped or cleared.

9. received a letter in XXXX of 2019 saying they are reopening my case. 
10. I hired an attoney to represent me and file a lawsuit if necessary to resolve this issue 11. my attorney sent a letter and called a number of times ... .no response yet. 

My bankers XXXX XXXX XXXX XXXX XXXX XXXX tell me that, among bankers ' conversation, it is a known fact that Bank of America is notorious in matters like this betraying the trust that the customers have. I don't know whether to believe this. I don't want to ... but their action of reverting their own resolution puzzles me, and it is beyond my comprehension. 

My issue has dragged on more than a year now with no resolution which has affected my life greatly : credit score ( hard to finance anything now ) and emotional well-being. This should not be something anyone deserves especially for a identity-theft victim, and especially by a leading banker like Bank of America.

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