Consumer complaint received 2021-10-07
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MD
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:
To Whom It May Concern, I appreciate you taking the time to read the following outline concerning fraudulent credit card activity. I have tried every reasonable measure I can think of, and would greatly appreciate your kind assistance. 

1. I noticed two irregular payments to XXXX XXXX on my Bank of America online credit card statement posted on XX/XX/XXXX ; one for {$61.00}, the other for {$66.00}. 

2. I checked my XXXX account : on XX/XX/XXXX, XXXX XXXX made two automatic payments ( unauthorized by me ) to XXXX XXXX XXXX for {$66.00} and {$61.00} using my Bank of America VISA Credit Card. I called XXXX to report the irregularity and was advised to take certain security measures, and to report the matter to my credit card company. They offered no further assistance. 

3. On or about XXXX I called the BOA Fraud department to report the irregularity. My credit card was canceled, a new one mailed and the funds were reaccredited to my account on XX/XX/XXXX. On XX/XX/XXXX I received a communication from BOA noting " Good news = your claim has been resolved. '' 4. On XX/XX/XXXX I received another letter from BOA stating that their decision had been reversed because of information from the merchant. Please note that this " research '' did not include any communication with me. BOA based its decision solely on representations from the merchant. 

5. XX/XX/XXXX - XXXX, XXXX I placed multiple calls ( at least 6 ) and spoke with various BOA agents on their fraud line. I was informed that the initial decision to refund me had been reversed, and now the best that could be done was to reopen the old case. I learned that the merchant was XXXX. Despite having transaction numbers and invoice IDs, no agent was able to provide me the specific name or location of the vendor. Further, I was advised since the merchant disputed the initial fraud adjudication, BOA policy is pay the vendor. They could not hold or refund again the disputed transaction amount. In essence, the vendor got the benefit of the doubt, and obligating me to pay pending their investigation into the reopened case. Again, no one from BOA ever contacted me to inform me that case had been reopened or to get any further information from me. 

6. I called XXXX on XX/XX/XXXX and asked for information concerning the vendor ( since they have transaction information ), was told that they could not provide me with specific demographics concerning the vendor. I was advised to call XXXX. 

7. I called XXXX customer service line on XX/XX/XXXX. The agent took the specific reference numbers, and then informed me that there is no record of these transactions. She told me that I would be contacted by an upper level research team with " more resources. '' It appears I am subject to fraudulent charges by an unidentified vendor. I have spent hours on the phone listening to automated robotic messages, on hold and talking with polite agents seemingly without authority to actually review the case and facts with my representation into consideration. 

Your kind assistance would be much appreciated.

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