Consumer complaint received 2022-01-27
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
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:
We noticed an extensive amount (a total of $XXXX spread out over 48 charges payable to XXXX) of fraudulent online charges, that were not ours, on our (my husband and my joint account) BOA bank statement. The charges were made consistently over a period of time (starting on XX/XX/XXXX and continuing until XX/XX/XXXX) and we were NEVER notified of the obvious suspicious activity/fraud alert, via text, phone or email, from Bank of America. The sum of the charges is a total of $XXXX that was stolen from our account. We immediately contacted Bank of America Fraud Customer Support to report and open a claim on these fraudulent charges on XX/XX/XXXX The support agent assured us that we would receive our funds back into our account within 10 business days. With our debit card in hand, we then canceled it and were issued a new one via mail. Instead, on XX/XX/XXXX we got notice that our case was closed and received a BOA message saying Current status resolved / Claim not paid. Unfortunately, We are unable to approve your recent claim. We have since filed more claims and each time BOA replies saying that the claim is closed because it is a "Duplicate Claim". We have spent hours over the phone resubmitting our claim to BOA...to no avail. We have spent hours on the phone with XXXX who says that this is a matter for our bank where our debit card was issued, not their problem to deal with. We are determined to recoup funds back from BOA, considering these were NOT our charges, we never authorized these charge in any sort of way, and we were NEVER notified of this ongoing suspicious activity. Someone stole our debit card number and persistently made these online charges. We have been Bank of America customers for over 30 years and have dealt with much smaller fraud claims than the current one. These are obviously not our charges. We have never ordered anything in our entire lives from XXXX. This is absolutely unacceptable. Please help us with this matter, we do not know how else to move forward. 
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- XX/XX/XXXX Noticed BOA of fraudulent charges (dating back to XX/XX/XXXX), Initiated First Claim (#XXXXXXXXX, amount $XXXX)

- XX/XX/XXXX Contacted XXXX and filed a Claim with them (#XXXXXXXXX)

- XX/XX/XXXX Closed BOA Debit Card, was issued new card by mail

- XX/XX/XXXX BOA Message: Current Status Resolved / Claim Not Paid

- XX/XX/XXXX Faxed Dispute Letter to Bank of America with attached list of 48 fraudulent transactions (Faxed to Number XXXX)no replyfaxed it againno reply

- XX/XX/XXXX Initiated Second Claim (#XXXXXXXXX, amount $XXXX)

- XX/XX/XXXX Contacted XXXXthey assured that BOA was to handle this type of matter, not them

- XX/XX/XXXX BOA Closed Claim as "Duplicate Claim"

- XX/XX/XXXX Contacted BOA and Initiated Third Claimno email of claim reported

- XX/XX/XXXX Emailed BOA Customer Care Contacts with a copy of Letter of Dispute and details of the 48 fraudulent charges (XXXX XXXX XXXX XXXX)

- XX/XX/XXXX Filed online complaint CFPB (complaint.consumerfinance.gov)
 
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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