Consumer complaint received 2022-10-02
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NC
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Card opened as result of identity theft or fraud

Complaint:
XX/XX/XXXX : I received a call on my home number from XXXX XXXX stating I had an unpaid balance of $ XXXX on a Bank of America ( BOA ) credit card. Upon further questioning, she stated the statements were being sent to an address in XXXX XXXX, NC, which was the last known address of my estranged son, XXXX XXXX. Payments were also being made from XXXX XXXX, from this address up until XXXX. 
XX/XX/XXXX : Received letter from BOA referencing above credit card and to sign and return a fraud statement to their Claims Resolution office. 
XX/XX/XXXX : Letter from BOA stating they've reviewed my case but " determined that the charges in question were made by an authorized user, by someone you provided your acct information to or allowed access '' XX/XX/XXXX : Spoke to XXXX and she reopened the case with same case ID, informed me to resent the FACT request. 
XX/XX/XXXX : Remailed FACT request. 
XX/XX/XXXX : Received letter from BOA stating they received a copy of my request for docs on XX/XX/XXXX but they were unable to fulfill my request due to the completed Identity Theft Victim Request Form being incomplete, and the case has been closed. 
XX/XX/XXXX : Spoke to XXXX XXXX who stated my request was incomplete because I hadn't submitted a copy of my Social security card and my military ID was insufficient. Applied for new SS card and waited for arrival in mail. 
XX/XX/XXXX : Faxed copy of police report and new Social Security card copy to XXXX/BOA XX/XX/XXXX : Called BOA to follow up on status, spoke to XXXX who stated the case was closed due to the Team not finding a " valid reason '' to proceed with fraud. Asked to speak to manager, XXXX stated that they were unable to use the Sheriff 's report of the incident because my ( victim 's ) and suspect 's information was greyed out ( standard policy ). No attempt by BOA to contact Sheriff to get information directly. 
XX/XX/XXXX : Refaxed ALL information ( XXXX pages ) to XXXX with full explanation of how to get the report info from the Sheriff 's office, phone number, Fraud Statement, FACT act, proof of residency, copy of DL and SS card and police report. 
XX/XX/XXXX : Received letter from BOA on FACT act request stating that the application for the credit card was received electronically on XX/XX/XXXX, with no physical signature by me, but with my son, XXXX XXXX XXXX as the authorized user. I haven't ever banked with any institution via credit cards other than XXXX on joint accounts with my husband and did not authorize or sign this application. 
XX/XX/XXXX : Letter from BOA received : " Our decision to decline your fraud claim ..has n't changed... we confirmed statements were mailed to the address you provided for this claim and payments have been made on the account ''. 

I have never received a statement from BOA at the address at which I've resided for the past 20 years ( submitted proof of residency, the creditor XXXX confirmed on XX/XX/XXXX that the address they had on file for the account is in XXXX XXXX ), nor have I ever made a payment personally on this account ( this is an easy fact for BOA to research and validate ). 

Your assistance in resolving this matter and having the amount of {$12000.00} taken off my credit is greatly appreciated. 

Sincerely, XXXX 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