Consumer complaint received 2015-07-19
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY
Product: Credit card
Issue: Transaction issue

Complaint:
On XXXX, XXXX XXXX, 2015, my XXXX XXXX XXXX card was rejected for the payment of a {$130.00} bill at a XXXX XXXX XXXX XXXX XXXX XXXX. I had made purchases at this store many times in the past. The cashier informed me that I would have to call the credit card 's customer service number to resolve the issue. The XXXX customer service representative informed me that the card was rejected because the merchant was deemed a fraud risk. He was unable to provide me with any policy rules or payment ceilings that would guide me in future purchases, but he assured me that he had cleared my card for the immediate transaction while I was on the phone. 

I then called my XXXX account manager to join me on another call with XXXX XXXX customer service. It took 15 minutes for XXXX XXXX to go through a very long list of questions to verify that I was a co-holder of the credit card. This person then advised that several recent small transactions had 'flagged ' our credit card as at risk for fraud or theft as this is a common sign of illicit activity. Please note that all of these 'flagged ' transactions had occurred at local vendors we have been to on a regular basis to make frequent small purchases. She said that our home phone number had been auto-called to warn us of this flagging, but no message had been left when no one answered. The XXXX system then closed our account down when my transaction apparently triggered their security system 's program for possible fraud. She agreed to add my cell phone number to the account and said that now the all clear had been given for the {$130.00} purchase at XXXX XXXX /XXXX . 

My card was again rejected on my second trip to the same store for the same purchase. My husband then called XXXX XXXX and was told that it sometimes takes XXXX rejections to clear a flagged transaction. This representative could not provide a reason why the in-store cashier could n't ask for a photo ID and address to prove that I was the cardholder. 

I was finally able to pay for my prescription medicine on the third trip in 4 hours that day. However, my husband and I clearly remain at risk to have our credit card denied at any time. The reasons remain murky, but apparently have everything to do with protecting XXXX XXXX from loss at merchant locations attractive to thieves and nothing to do with any fraudulent activity associated with our card. I would expect that most stores in XXXX have some fraudulent credit card activity. However, it should be illegal for a credit card company to decline a card that has no suspicious activity merely because other people commit credit card fraud at the store. People should be judged on their activity - not on the store 's activity. Consumers should be allowed to make credit card payments without the fear of in-store humiliation and undeserved hassle. 

My husband and I have an excellent credit history and have never been late with a full monthly card payment. We would welcome a security system that has a mandatory XXXX-number PIN code input required for all transactions. Should this current risk assessment program deny any of our future transactions, we will cancel our XXXX XXXX card immediately.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation