Consumer complaint received 2021-08-05
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CT
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:
Before you send this info to BOA : They know all this. They have had it for 8 months. I don't need a middle-man. What I need is an agency to force BOA to resolve this by reversing the charges and refunding me for this fraud. 

XXXX of XXXX, first charge on my acct for XXXX that I did not recall. Checked vendors name - XXXX and merchant info XXXX XXXX. Recognizing neither vendor nor amount, and after unsuccessfully googling all combinations of the identifying info, decided this was fraud. Submitted claim to BOA on XX/XX/XXXX. 

Card was canceled, new card issued. On XX/XX/XXXX, unauthorized charge for {$100.00} on new card. Vendor name of XXXX and merchant info XXXX XXXX Again disputed this on XX/XX/XXXX. Again a new card. 

Both charges were at first reversed but after a month or so, reinstated. BOA told me they were given proof of validity by the vendor. I questioned this, only to discover that there was no information in their documentation, so the cases were reopened and a complaint submitted. I asked for and was refused vendor contact information from BOA. 

XX/XX/XXXX, my third card, saw a charge for {$100.00} - vendor name XXXX XXXX XXXX. I disputed as fraud. 

Finally on XX/XX/XXXX, a charge for {$53.00} with a vendor name XXXX, which I did recognize as a vendor I had contributed to back in XXXX. I contributed {$50.00} one time only. I disputed this charge also, since I had not made nor authorized it. 

At this point I had been dealing with BOA for hours and hours over a six month period. In their offices, and on the phone with the fraud department. I told them that I had originally donated {$50.00} to this particular vendor back in XXXX, XXXX. At this point, BOA stated that then this falls under a 'billing dispute ' rather than 'fraud ' and, I guess, promptly sent the entire mess to a completely different department. 

At this point that I started requesting identifying info from whomever I spoke to, since I now felt that this was only going to get worse. 

On XX/XX/XXXX, I spoke with XXXX ( Emp ID XXXX ) in the fraud dept. who told me all monies were returned to my acct except {$100.00} that had gone to 'billing dispute '. 

They then started sending me letters demanding a signature attesting to invalid information and amounts, and making false statements that I had paid the vendor in various ways when I had not. These letters included a 10 day deadline for me to perform, else the claim would be denied. 

I immediately phoned BOA to inform them of this and to stop the clock on any 10 day countdown. I was told that all issues with the 10 day requirement are suspended and the 10 day deadline is not an issue. I spoke to XXXX in Tennessee employee ID XXXX. 

I contacted the vendor and received an email from an attorney representing them. He stated that he was aware of the situation, and was desirous of refunding, stating We would like to refund you the full amount you lost -- all four payments ; however, we also have some concerns that fake websites that parallel us may have captured your other payments if they were made separately. We would like to find any and all payments.

Faxed this email and the attorneys contact information to BOA, They have done nothing with it.

I verbally gave the fraud dept this information and asked that they forward it to whomever should have it and again I have seen no progress.

Now I am receiving letters from some department at BOA stating deadlines have been missed or time for action has expired because I did not notify them in time. The letters are unidentified. 

I now receive letters referencing amounts that I did not contest, with no identifying dates, or sender identification nor contact info. I am being told that the disputes are too late. I receive messages on BOA site stating reversals have been denied, with no ability to respond. There seems to be no communication between the 'fraud ' and 'disputes ', bringing any continuity. 
The Case # 's from BOA fraud are : XXXX XXXX XXXX Case # from 'disputes '. 
XXXX 2 credit card numbers I have are : 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 monetary relief