Consumer complaint received 2022-12-29
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY
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:
XXXX XXXX, I have had fraud on my Bank of America XXXX XXXX credit card since XX/XX/2022. Someone ( living in Pennsylvania ) hacked my Bank of America app and put their physical address as the address, so all of my cards and correspondence went to them. On XX/XX/2022 I went to a Bank of America 's physical location to confirm MY identity to get it figured it out as Bank of America locked me out of my own accounts. I went to Bank of America to confirm my identity. They took care of this fraud and they realized that the hacker had their address as primary. They noted the file to not use this address anymore, flagged it and made sure my address was the only address on file. 

Fast forward to XX/XX/2022. I look on my account ( on my app ) and it appears that someone is using a new credit card ( One I never received ). I called Bank of America and they realized that they mailed my new card out again to the hacker 's address. They added this fraud to my claim and told me not to worry about it. They took responsibility for this error as the new card should have never been mailed to the hacker. They also mail it pre activated so there are no security measures in place once the card goes into the mail, just a side note. 

Later that day on XX/XX/2022, I get a phone call from the billing department at Bank of America claiming my account is delinquent and my credit score is going to be affected in one more billing cycle if I do not make minimum payments on this account. I have no charges of my own on this account, as the previous hacked cards were closed out due to the fraud and I never received the last card which was sent to the hacker 's address and they began to immediately use my card. I got rerouted all over Bank of America before I finally got a woman by the name of XXXX who said that making a minimum payment is totally not correct, she gave me my case number # XXXX and informed me this will take 90 days and it should not affect my credit score. 

I woke up on the morning of XX/XX/2022 to an email from transunion, XXXX of my accounts is delinquent and my credit score dropped XXXX points. I had a XXXX, I woke up to a XXXX. None of this is my fault this is all going on because of Bank of America 's horrible security measures on their app, incompetent employees who did not read the note to stop sending my credit cards to the hackers address and horrible customer service representatives who do not follow through with their job. I have other businesses, my credit cards both personally and business wise are always paid in full to date. I have great credit and I use my good credit often to borrow money to fund our businesses. I am totally baffled and down right upset and this situation. Any help would be so greatly appreciated.

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