Consumer complaint received 2022-04-19
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: PA
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: Overcharged for something you did purchase with the card

Complaint:
On XX/XX/2022 I departed from XXXX PA to XXXX XXXX FL and landed at XXXX AM. After landing I exited the airport and headed towards the XXXX area. A driver had just dropped off some passengers and asked if I needed a ride. I saw that he had an XXXX sticker on his windshield so I told him where I was going. He told me the ride would cost about {$20.00}. I entered the small 4 door sedan alone with one suitcase and a small backpack. He drove me from XXXX XXXX XXXX to the XXXX XXXX XXXX in XXXX Florida. The trip was XXXX miles and approximately XXXX minutes. When we arrived he told me the bill was {$23.00} dollars. He was in the front seat and I was in the back seat. I handed him my credit card and he processed the transaction on his phone from the front seat. I was not able to see his screen or the charges from the backseat. I asked the driver for a receipt and he said he doesnt have the ability to print a receipt from the car but it would be emailed to me. At that point I exited the vehicle and he drove away. I received the email receipt within about 10 minutes and he charged my card {$750.00} for the trip and added a {$350.00} tip for a total charge of {$1100.00}. He also forged my signature to the receipt. I called Bank of America immediately after receiving the receipt and reported the charge as fraud. BOA said they couldnt do anything about the charge until its processed. BOA said once the charge is processed I should call back and file a dispute. I also called the merchant at the phone number on the receipt several times but no one answers or returns my calls. 

On XX/XX/2022 The charge went through on my credit card and I contacted Bank of America as per their instructions. I explained all of the details of the situation and they opened a dispute case. On XX/XX/2022 Bank of America contacted me saying they needed additional information. They needed me to send them a copy of the receipt I received, a letter explaining what transpired and my signature on a form. I complied and forwarded them all of that information on the same day by fax. On XX/XX/XXXX, I received a letter saying my claim was denied and the charges were calculated correctly. 

I called Bank of America several times speaking to numerous supervisors and finally was able to get someone to reopen the claim on XX/XX/2022. I spoke to a supervisor XXXX on XX/XX/2022. She said that my claim is being denied because I do not have a copy of the receipt and the merchant used my chip to process the transaction if I had a problem with the charge I shouldve been able to see it at the time. I tried explaining to her that he ran the card on his phone and I was sitting in the backseat but she would not listen to that information. Also I explain to her that he refused to give me a receipt because he claimed he could not print it in his car. In addition I explained to her that the signature was forged and doesnt match anything that Bank of America has on file for me. She told me that the signature doesnt matter they dont consider that information and since the merchant used my chip Im responsible for the charges. 

On XX/XX/XXXX I received another letter from Bank of America saying that my second claim has been denied and there is nothing more they can do. 

These charges are fraudulent and Bank of America is doing nothing to help me in anyway. Ive been a customer of theirs for 24 years and have never been late or missed any payments. I can not afford to pay a con artist {$1100.00}. I have exhausted all of my options with Bank of America and have received no help or support.

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 explanation