Consumer complaint received 2024-10-22
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: BANK OF AMERICA, NATIONAL ASSOCIATION (TX)

Re : Bank of America Claim number XXXX XXXX XXXX I am a victim of criminal activity on my preferred rewards card XX XXXX. XXXX a XXXX XXXX XXXX member since XXXX, have spent XXXX XXXX XXXXXXXX dollars on this card and have never made a claim before. I am also a XXXX customer with significant holdings. Initially I assumed it was an error but now it is clear that it was a con perpetrated by the driver. Here are the details of the con : XXXX ) On XX/XX/XXXX my wife and I took a taxi from XXXX XXXX to the XXXX XXXX XXXX, a distance of XXXX miles. 
XXXX ) At the XXXX airport there is a system where you use a kiosk to order a taxi. An attendant helped us use the kiosk which indicated a fixed price for the trip, XXXXXXXX XXXX or {$58.00}. I took a photo of the kiosk which I have sent you. The kiosk order # XXXX indicated the XXXX Kr, gave me the taxi number ( XXXX ), the taxi License plate ( XXXX ) and the drivers phone number ( XXXX ). 
XXXX ) Upon arrival at the hotel the driver told me XXXXXXXX XXXX and reached over to the back seat for me to sign the hand held credit card device which appeared to show XXXXXXXX XXXX. He gave me the receipt clearly showing XXXXXXXX XXXXr. It is in XXXX which I do not speak. The top shows the company as XXXX XXXX XXXX. ( attached ) XXXX ) A few minutes after entering the hotel I received the usual text from BOA indicating a charge of {$580.00}, exactly ten times the amount it should have been!!! Since it was exactly XXXX times the correct amount I assumed it was an error. Within minutes of receiving the text I called BOA and told them the amount was obviously incorrect, a XXXX mile taxi ride is not {$580.00}!!. The BOA operator said they would note the account and said I should first call the taxi company to see if they could fix the problem 5 ) Since I dont speak XXXX I asked the hotel concierge, XXXX XXXX XXXX the third witness to the fraud after myself and my wife, his telephone number XXXX XXXX XXXX ), to call the taxi company. He called the XXXX XXXX XXXX ( which in retrospect was not the real taxi company which perpetrated the fraud ) and they said they would investigate. Over the next three days he continued to follow up with XXXX XXXX XXXX but received no resolution ( of course, since they were not the perpetrators of the criminal activity and had no record of the transaction ). 
XXXX ) After XXXX days we left XXXX to continue our vacation. Upon return to Texas I immediately followed up Bank of America. Sending copies of the receipt and a photo of the airport kiosk information. 
XXXX ) BOA received my inquiry ( at this time I still assumed it was an error ) and began their investigation. BOA issued a temporary credit to my card on XX/XX/XXXX for {$520.00} ( the difference between the fraudulent amount charged {$580.00} and the amount it should have been- {$58.00} ). 
XXXX ) BOA followed up with the merchant of record on the system, the perpetrator of the fraud ( XXXX XXXX XXXX zahreddine taxi company- phone number XXXX ) who produced a signed receipt for XXXXXXXX XXXX. On XX/XX/XXXX was I was informed that I was being charged back {$540.00} ( as an aside, this is {$12.00} more than my temporary credit??? ). 
XXXX ) The next day I called BOA and had a long discussion with XXXX from existing claims, a XXXX research XXXX. XXXX pointed out that the receipt I was given was from a completely different taxi company. She also pointed out that there was no credit card information on the receipt. I told her that naturally I didnt notice the details of the receipt other than the big XXXXXXXX XXXX  since it was all in Norwegian, and secondly, I would have had no way of knowing the name of the perpetrator ( Rolling XXXX XXXX ) at the time of the transaction. It then became immediately clear that this was not an error, but an intentional criminal con, perpetrated on an American tourist!! XXXX said she understood and would send my case to the escalation department. On XX/XX/XXXX BOA sent me a letter saying my claim had been re-evaluated and they are permanently crediting me {$520.00}. Today I received a letter reversing that decision, saying they would not credit my account. I called them again and they said there is nothing they are willing or able to do. They refuse to reach out to the taxi company 's financial institution to verbally discuss this criminal activity- they will only send electronic inquiries through the regular process. 

In summary : XXXX ) I am a victim of a crime committed by the driver of XXXX XXXX zahreddine. 
XXXX XXXX Bank of America has been given the drivers taxi number ( XXXX ), the taxi License plate ( XXXX ) and the drivers phone number ( XXXX ) from the kiosk photo. 
XXXX XXXX Bank of America has the information for the taxi company, XXXX XXXX, who is complicit in this crime. 
XXXX ) I informed BOA of the erroneous charge minutes after it occurred, yet BOA funded the crooked merchant anyway. I understand that this is because BOA only had the electronic transaction information received from the merchant- I, nor BOA XXXX not then understand this was intentional fraud. 
XXXX ) Now that it is clear that this was criminal activity and not an error, my expectation is that BOA charge back the merchant ( after contacting them and discussing the con- the first thing to mention to them to prove this obvious fraud is to point out that the XXXX miles taxi ride is a set price of XXXX Kr, not XXXX!! ) and issue a permanent credit my account for the disputed amount ( {$540.00} ). 
XXXX ) I would suggest the crime be reported by BOA to the XXXX Police department, as well as the XXXX XXXX in XXXX ( since this is a crime against a XXXX tourist, which is likely a reoccurring con committed by this company ). 
XXXX XXXX XXXX Bank of America does not credit my account and charge back this crooked merchant than they are abetting theft and condoning criminal activity. 


Re : Claim number XXXX