Consumer complaint received 2022-01-23
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
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/XXXX at XXXX AM I received a fraud alert text message from Bank of American for unusual activity. I immediately called the bank and told them to cancel both my credit and debt card. My cards were canceled, replacement cards were sent and I received a credit for the fraud charges within 10 business days. A total of {$810.00} for my credit card and {$730.00} for my debit card. After searching every possible location for my wallet I realized it was stolen. I had charges on every card, 5 in total, 3 cards from from another institution. My case was resolved with the other company in less than 30 days.

I filed a police report within 24 hours in regards to my entire wallet being stolen and all my cards being compromised without my authorization or permission. My wallet included my driver 's license, 4 credit cards, 1 debit card, other membership cards as well as my XXXX XXXX XXXX 

I submitted the police report to Bank of America along with my case number, officer 's name assigned to my case, the tracking number to my report, and all supporting documentation. I also signed and mailed back via USPS the affidavit fraud letter that Bank of America required before XXXX XXXX XXXX. 

On XX/XX/XXXX I received a letter from Bank of America stating, " We confirmed that the location of the charge ( s ) was a location you have visited previously for similar charge ( s ). We confirmed statements were mailed to the address you provided for this claim and payments have been made on the account. '' Both of these statements are false. I called them immediately upon receiving this letter and demanded my case be reopen for investigation. 

On XX/XX/XXXX my case was reopen for the second time but the charges were never returned to my credit card account. I asked the agent to note on my account that I want the investigator assigned to my case to identify surveillance footage of the person who committed these fraudulent charges at their locations. I also would like proof these are locations I have been to previously, because I've never been. 

On XX/XX/XXXX three letters were printed and sent to me via USPS from Bank of America. Two of the same letter stated " Good news- you claim has been resolved. 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. '' The 2nd letter from Bank of America dated with the same date of XX/XX/XXXX states, " As requested, we completed a re-evaluation of your credit card dispute for $ XXXX unfortunately, our decision to decline your fraud claim for this transaction ( s ) hasn't charged. 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. '' Nobody is authorized to use my cards and I've never given anyone permission. This is again, another false accusations with no written or video surveillance. 

On XX/XX/XXXX all the fraud charges were placed back on my account for {$810.00}. The case is now open for the 3rd and final time ( Bank of America policy ). The agent from the existing fraud claims department told me it can now take up to 90 days to have a resolution. They never gave me proof or a rationale why my card was credited for {$810.00} and then all of the fraud charges were put back on 2 days later ( XX/XX/XXXX ). The opposing letters were both written on XX/XX/XXXX. 

Please find attached the : text message, police report, letters sent to me by Bank of America. I have been a loyal customer of Bank of America for 18 years. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. The treatment I've received from Bank of America is unethical and unlawful. I am extremely disappointed with this banking institution due to their dishonest actions. 

Thank you for your time and assistance during this difficult time.

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