Consumer complaint received 2016-01-29
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: SC
Product: Credit card
Issue: Customer service / Customer relations

Complaint:
I went into a local XXXX office to let them help me book a vacation. While I was there, they told me how wonderful the benefits were to have an XXXX credit card. I applied and received XXXX. We went to XXXX and were scammed while booking a sight seeing tour through XXXX in XXXX. This company was recommended through our hotel. As soon as I realized it was a scam, ( same day ) I immediately called XXXX because I had given this credit card number for reservations. I explained what happened and even told the XXXX representative that we never received any tickets from XXXX. We were told by XXXX that an employee would be waiting for us when we got off the ferry and no one showed up. I called them back and the lady at XXXX emailed me the directions on how to get to their office and told me no one was there to meet me like they were suppose to because it was raining. After walking around for about 2 hours trying to find the office, we realized they were just sending us on a wild chase. I called the lady back and let her speak with a security guard in the building XXXX was suppose to be in according to the lady. After this, the lady with XXXX stopped answering my calls. I immediately called XXXX and a representative took my information and placed me on hold to try to call the company with the direct number I had been calling. He came back and told me he worked in the fraud department and the voice mail was very unprofessional and they would not answer his call. He also told me that often times they will not answer numbers that show up like XXXX because they know something is up. He then told me that normally a fraud claim has to go through an investigation process but he was going to go ahead and deem it as fraud. He cancelled my credit card and told me he would prevent the transaction from going through and that XXXX would not get any money. I do have names and numbers of people I spoke with at XXXX if needed. This was suppose to be the end of this. It was ruled as fraud, my credit card was cancelled immediately, and the transaction was prevented from going through. A few months later ( XX/XX/XXXX ), I received a bill with a XXXX balance and a {$75.00} credit. I called XXXX about the credit and they deposited the {$75.00} credit into my bank account. In XX/XX/XXXX, I received a bill for {$1400.00}. I called XXXX again. I actually had to speak with XXXX different people to get something accomplished so I was on the phone for an hour if not longer to once again go through every detail step by step again. I was told again that it was fraud and that I did not owe it. He gave me a follow up code and I received an email saying that the case had been closed and gave me a XXXX Id number. It also has the person 's name I spoke with and his manager 's name in the email. I can provide all this information to you all if needed. In XX/XX/XXXX, I received another bill so after not getting anywhere with the phone calls that I had made, I just wrote a note on the bill I received in XXXX stating this was ruled fraud and that I did not owe this and they needed to check their records and to call me with any questions and I mailed it back to them. I never heard from anyone. XXXX XXXX, 2016 I received another bill from XXXX for {$1300.00} which was the XXXX charges again and also a late fee and interest being charged. I called XXXX once again and was on the phone for almost 2 hours. I had to keep getting transferred to different people and telling the same story over each time. I was hung up on and had to call back. I ended up speaking with XXXX different people and they all told me something different. I was even told it was never ruled as fraud. I told them I even had an email with a Case ID number and was told by a manager that he did n't know what that was and they do n't have Case Id numbers.

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