Consumer complaint received 2015-07-17
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NJ
Product: Credit card
Issue: Credit card protection / Debt protection

Complaint:
This claim is to be directed to FIA Card Services which I understand to be a subsidiary of FidelityBasis of Claim : A woman presenting herself as a representative of an XXXX XXXX XXXX ( " XXXX XXXX XXXX '', aka : " XXXX '' ) has used a significant crack in the process flows of XXXX major financial institutions ( Fidelity and XXXX XXXX ) to coordinate a theft of money from me ( AKA : " Purchasing Manager '' ). As of the writing of this document, the losses incurred are approximately {$5700.00} and there are also XXXX outstanding transactions remaining which would potentially allow the amount of the theft to increase to approximately {$29000.00}. 

The key mechanism utilized in completing the theft is the flawed process for completing a credit card payment by phone, the verification process and subsequent represented confirmation of the completion of the money transfer on the Credit Card Statement. The step by step process is as follows : Process Flow of Events : XXXX provides list of merchandise to be purchased Purchasing Manager purchases the items as requested using his personal credit card Purchasing Manager provides proof of purchase ( receipt itemizing the products ) to XXXX XXXX replies with the following information : o Approval of purchase via confirmation of receipt in e-mailo Provides XXXX #, Account # and Account Name to Purchasing Managero Instructs Purchasing Manager to process payment by phone using the bank account information providedo Shipping instructions for their " Client '' informing where the merchandise is to be sent Purchasing Manager processes payment by phone using the XXXX provided account to apply credit back to his personal credit card for reimbursement of completed purchase Purchasing Manager verifies reimbursement payment is received. The payment initially shows in " Pending '' status. Typically 1-2 days later, the payment shows as being posted with the date of application displayed in the on-line credit card statement thus giving the impression that the money transfer has been completed. 
Once payment has been confirmed as being posted, the Purchasing Manager ships the items to the previously provided instructions. See snapshot of the credit card statement showing the payment being posted to the account : Two weeks after the first Credit Card payment had been posted ( on XXXX/XXXX/15 ) the payment is reversed with the message " Payment Returned Unpaid '' ( on XXXX/XXXX/15 ) on the on-line Credit Card statement. See snapshot from credit card statement showing reversal and returned check charge : Subsequent to the Payment Reversal, a " Returned Check Fee '' of {$25.00} was charged to the credit card of the Purchasing Manager. The Returned Check Fee is also reflected in picture above, also posted to the account as of XXXX/XXXX/15. 

Points of Note : Purchasing Manager has not provided XXXX with the Credit Card Number, Social Security Number or any other security information related to the credit card The Purchasing Manager called the Credit Card Company ( Fidelity, FIA Card Services ) alerting them to the prospective fraud and was assured repeatedly that the Fraud & Liability Protection of the account would protect them from any financial loss. On a subsequent call, the next representative informed the Purchasing Manager that this was incorrect and that he was not covered since the credit card number was not stolen and used by another party. Conversations with the Consumer Department, Billing Dispute Department and Fraud Department all yielded no results. 
The Purchasing Manager also called the bank ( XXXX XXXX ) where the accounts provided by the Shipping Company reside. The Bank confirmed the accounts were not in the name of the Purchasing Manager, but would not give any other information since the Purchasing Manager is not the owner of the Accounts

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed