Consumer complaint received 2017-08-20
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IL
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:
Bank of America claimed their credit cards came with " {$0.00} Liability Guarantee '' but they kept charging me back and making me pay for the fraudulent charge again, again and again ( three times ). XX/XX/XXXX I found a fraudulent transaction from XXXX ( {$XXXX} ) since I have never signed up or used their service, I called Bank of America and they closed out the card # XXXX issued me a new card # XXXX and on XX/XX/XXXX they credited my account for {$XXXX}. XX/XX/XXXX XXXX charged me again and I called Bank of America and the agent made a three way call to XXXX and XXXX credited me on XX/XX/XXXX. XX/XX/XXXX Fraud Dispute charged me {$XXXX} and I called Bank of America and explained the situation and the agent credited me back on XX/XX/XXXX. He told me XXXX has refunded BOA. XX/XX/XXXX Fraud Dispute charged me {$XXXX} again and I called Bank of America, the agent told me since XXXX refunded me they had to charge me back. She disregarded the fact that XXXX has charged me twice and only refunded once. I requested to speak with a supervisor and the supervisor XXXX told me they needed to close out the card to credit back. She issued me a new card # XXXX and credited me back on XX/XX/XXXX. The entire phone call lasted almost two hours! XX/XX/XXXX Fraud Dispute charged me {$XXXX} the third time, I called XX/XX/XXXX and explained the whole story again to an agent XXXX and then to Supervisor XXXX in Arizona. He told me the case was in the claim department and I would get credit by the statement closing date which was XXXX XXXX. But this was not true as they have never credited me back. I filed this complaint for the following reasons : 1 Bank of America allowed an unauthorized transaction to occur and this was the second time. ( The first time was in XX/XX/XXXXwith the same account. ) And this time they are not making good on their terms " {$0.00} Liability Guarantee ''. 2 Every time they change a card number I have to update all my payment information. 3.Bank of America sent me total 4 letters telling me why they needed to charge me but none of the letter has a name that I can contact. And every phone call take more than an hour! In summary these are the transactions on my statements : XXXX XXXX charged XXXX XXXX Fraud dispute credited XXXX ( closed out card and issued new one ) XXXX XXXX charged XXXX XXXX XXXX refunded XXXX XXXX Fraud dispute charged XXXX XXXX Fraud dispute credited XXXX XXXX Fraud dispute charged XXXX XXXX Fraud dispute credited XXXX ( called XXXX closed out card and issued new one ) XXXX Fraud dispute charged XXXX XXXX called XXXX XXXX ( supervisor ) in AZ said this case was in claim dept and they would credit back by XXXX statement closing date. But it has never credited back.

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