Consumer complaint received 2022-02-23
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WA
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:
I have had a Bank of America credit card for 21 years. In XX/XX/2021 I noticed several fraudulent charges appear on my account within a couple days. I called Bank of America and advised them of the fraudulent charges and they immediately closed the account, issued a new card and account number, and began the process of refunding the charges. I received the new card within a few business days and the fraudulent charges were resolved and credited back to my account within a couple weeks. On XX/XX/2021 I noticed a fraudulent charge post to my account. I called Bank of America and advised them of the fraudulent charge. After several minutes, they advised me that the charge actually posted to my previous account number, the account that had been closed 5 months prior. I asked how this was possible and they said they weren't sure but that it was related to the original fraud claim in XXXX. Bank of America advised they would again close the account, issue a new card ( even though the charge was made to a previously closed account number ) and resolve the fraudulent charge. A few days later, I noticed my credit card was still active and had not been closed. After 30 days, I had not seen the fraudulent charge credited back to my account. I called Bank of America again and asked why the charge had not been credited back yet and why my account had not been closed. They advised that fraud charges can take up to 60 days to resolve. That seemed excessive to me since they handled the previous fraud charges within a couple weeks. They weren't sure why the account had not been closed and a new card had not been issued. I told them to completely close the account as I was no longer interested in having an account with Bank of America because I had no confidence in their fraud protection abilities. They said they would close my account. I waited another 30 days and my account was never closed and the fraudulent charge had still not been credited back to my account. For the third time, I called Bank of America and asked why my account had not been closed and why the fraudulent charge had not been resolved. Again, they didn't know why the account had not been closed. This time they advised that fraud claims can take 60-90 days to resolve. That is completely unacceptable for a single fraud charge to a closed account number that was clearly their fault. I again requested that they completely close my account and remove my information from any contact list as to not receive any correspondence from Bank of America. It appears after the THIRD request, they closed my account. I'm still waiting to see the fraud charge credited back to my account, which at this point, will have to be a check sent to me in the mail.

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