Consumer complaint received 2022-08-26
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NV
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:
Bank of America Claim ID : XXXX. 

Someone has made an unauthorized purchase with my credit card with a total of {$1100.00} on XX/XX/XXXX of XXXX  ( see details below ). I filed a fraud claim on XX/XX/XXXX of XXXX  via phone call. Which then Bank of America froze my account and sent me a new card. 
XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX, XXXX XXXX gave me a refund on 3 of the purchases. 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX NV {$43.00} On XX/XX/XXXX I was given a credit of {$1100.00} On XX/XX/XXXX, I was given an electronic message on the credit issuance. ( see attached document ) On XX/XX/XXXX, Bank of America charged me the 3 refunds that XXXX XXXX gave me as fraud dispute fee. I was also given another electronic message about this. ( see attached document ) On XX/XX/XXXX, Bank of America sent me another electronic message stating " Good news- your claim has been resolved. 
We're happy to let you know a credit ( s ) has been placed on your account that includes any interest charges and fees that you were charged. You don't have to do anything on your end- you'll see the credit ( s ) on your monthly statement. We appreciate your patience and are happy we could resolve this for you. '' On XX/XX/XXXX, Bank of America charged me {$430.00} as fees with the description as seen below. 
XXXX XXXX STORE XXXX XXXX {$14.00} XXXX XXXX 'S XXXX XXXX XXXX {$17.00} XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  I was checking my transaction and called Bank of America, which I was placed in hold for an accumulated total of approximately 2 hours. The representative told me the reason of why I was being charged and told me she would file a complaint since I never got told the reason over electronic message or mail. She also told me that she will reopen the claim and I would receive the credit for those fees on XX/XX/XXXX by Friday which is XX/XX/XXXX. 

Today is XX/XX/XXXX, I called Bank of America again since I do not see the credits posted. I am also checking the status of my claim in Bank of America online banking message center and the mobile app claim status, both places stated that it is still closed. I am on hold again for about an accumulated total of 1 hour. The representative then explained that the claim 's code has been reactivated, but the charges are still in deny, but he assured me that he changed back to fraud. All these changes, I do not see on my side. I inquired regarding the {$430.00} fees that I was charged with on XX/XX/XXXX to which he told me that since this is my second time disputing the charge, I will not be given any credit until the case is resolved. He told me that he has also send me a link that I can see to access the claim, but the link that I received is just an instruction on how to get to the message center on the laptop or mobile app, which I just checked and the claim still remains closed. 

I have both phone call record if needed and have attached the electronic messages.

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