Consumer complaint received 2017-02-03
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CT
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement

Complaint:
I held a Bank of America ( BOA ) credit card ending in XXXX. ( This card was later replaced by a new card with a different account number after my wallet was lost. However you will see in the documentation the account statement evidencing the fraudulent charges I hereby complaint about. ) On XX/XX/XXXX I reported XXXX fraudulent charges to my BOA credit card by merchant XXXX but because the charges had n't hit the account BOA insisted I deal instead with the billing department. I contacted the billing department on XX/XX/XXXX and was informed that XXXX charges ( {$3.00} and {$53.00} ) were made to my account by XXXX. I was informed that these charges would be provisionally removed from my account pending investigation and if I was n't contacted for further information, they would be permanently removed. I did not see the charges removed on my next statement and was informed by the billing department that I should keep looking that they would probably show up as reversed on the next statement. I never saw the charges removed on my BOA statements. On XX/XX/XXXX XXXX I contacted BOA billing department regarding this issue. I was informed that the charges still appeared on my card but that the fraud servicing department would have to handle the issue. I was transferred to fraud servicing and was informed that the charges did not appear on my account ( nor did the credit/reversal ). I informed the rep that BOA stated the charges did indeed appear on my account and the rep said she 'd put me on hold and diisconnected the call. On XX/XX/XXXX I contacted the fraud servicing department again and after 27 minutes on hold I was informed that in order to " verify '' who I was despite a five minute " vetting '' of questions and answers that I would have to hang up and the rep would " immediately '' call me back at that number to " verify '' me for security reasons. No call back. I called again and this time after a 37 minute wait " XXXX from XXXX '' put me through the same XXXX of questions and answers and then again said I would need to hang up so they could call me back and verify who I was. No call back. I called again and after " XXXX '' put me on hold for FORTY FIVE minutes, the supervisor, XXXX, put me through questions and answers which should have sufficiently verified who I was and then, yes, you guessed, told me I had to hang up so that she could call me back and verify who I was. I refused. I attempted to contact BOA corporate headquarters regarding this issue, the telephone number listed for their offices on the internet is bogus, it reroutes you back to the number on the back of the credit card. I attempted to speak to customer service regarding whether BOA had an ombudsman group to handle the issue, each time I called I would spell the word and after minutes on hold I would be told by a clueless rep to maybe try a branch? 
By now it should be apparent that BOA has no intention of honoring my valid reporting of fraudulent billing against my account nor is the bogus fraud servicing department capable or willing to resolve the issue. As I write this complaint, I am again on hold for 26 minutes with this circus of a company. BOA has a bad reputation, BOA deserves its horrific reputation. Perhaps the new administration will look to BOA as a prime example of where to begin to drain the swamp with respect to dishonest bad faith banks and credit card companies like BOA. In the meantime, I want the fraudulent charges reversed on my BAO credit card and once this is done, I will close the account. Please direct me to the appropriate entity who will address my complaint of consumer fraud in order to have the fraudulent charges removed from my credit card. Oh, and the last " supervisor '' in customer services " XXXX '' transferred me to " XXXX '' who works in bank checking! XXXX!

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