Consumer complaint received 2023-06-09
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: DC
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:
Unauthorized Charge XXXX : XXXX XXXX, XXXX XXXX XXXX XXXX, VA XXXX for {$630.00} on XX/XX/2023. 

Unauthorized Charge XXXX : XXXX 's XXXX XXXX, XXXXXXXX XXXX XXXX. XXXX XXXX, MD XXXX for {$14.00} on XX/XX/2023 Police Report filed on XX/XX/2023 in XXXX XXXX, Virginia. Control No. XXXX. 

On Saturday, XX/XX/2023, unauthorized purchases were made using my credit card at multiple locations. The first transaction occurred at the XXXX XXXX XXXX located in XXXX XXXX, amounting to {$630.00}. Additionally, my credit card was used to make a purchase of {$14.00} at XXXXXXXX XXXX XXXX XXXXXXXX in XXXX XXXX, MD. Furthermore, an attempt was made to use my card at XXXX XXXX XXXX, presumably located in XXXX XXXX. This one purchase was detected by my bank and was declined ( and does not show on my credit statement ). I want to emphasize that I was not present at any of these locations during the time of the transactions. I was in XXXX XXXX XXXXXXXX at the time and could not have made these purchases. 

I found out about these purchases on Sunday, XX/XX/XXXX when I returned home from XXXX XXXX XXXX. I opened my Bank of America application to see how much I spent in XXXX XXXX XXXXXXXX, and saw that I could not review any credit card transactions, instead, a page requesting I call the Fraud Department appeared. I called, they asked if I made the 2 most recent purchases ( a taxi ride between XXXX XXXX and my apartment and a miscellaneous hotel fee ). I confirmed I did make those two purchases. Then I was able to access my credit statement. When I checked my credit statement, I saw the XXXX XXXX and XXXXXXXX XXXX XXXX XXXXXXXX purchases. I called the Fraud Department and alerted them of the purchases and would like to make a fraud claim. They let me know that there was a XXXX XXXX XXXX purchase that was stopped. However, my card was never locked by the bank, and I received no correspondence via email, call, text, from the bank alerting me of any unauthorized purchases. I was able to be in XXXX XXXX XXXXXXXX and make purchases while making purchases in Virginia and Maryland. The bank alerted me that the purchases at XXXX XXXX and XXXXXXXX XXXX XXXX XXXXXXXX were done using a chip, I told them I had my credit card with me and they asked if I had ordered another card. I said I had ordered a new card for my fianc on XX/XX/2023, but it had not yet arrived. They then processed my fraud claim. I cut up the credit card and they confirmed that another card would be mailed. 

Today, XX/XX/XXXX, I received a notiIcation that my fraud claim was denied and I would be required to pay the XXXX XXXX and XXXXXXXX XXXX XXXX XXXXXXXX transactions. The letter reads that the bank confirmed my card was " used for the charge ( s ). '' " The chip was read, your PIN was entered, and/or you signed for the merchandise or service, which indicates you or someone you allowed to use your card was present. '' These charges are higher charges that I have spent in total for the last few months on this credit card. Again, I was not in XXXX XXXX XXXX with my credit card, and no one else was authorized to make any payments with my card. 

I will call Bank of America to let them know that I have filed a police report ( and provide the control number ) and that I have filed this Consumer Financial Protection Bureau complaint as well.

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