Consumer complaint received 2022-11-14
Product: Credit card or prepaid 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

Complaint:
RE : Notice of disputed charge Claim XXXX XXXX XXXX XXXX XXXX XXXX  Acct Ending : XXXX ( closed ) Reissued Acct : XXXX ( closed ) Dear XXXX XXXX, After repeated attempts to counter a fraudulent charge for {$5700.00} on my account ending in XXXX, I have been refused assistance for any level of resolution. Upon potentially affecting my credit standing and knowing that this process has already gone into two ( 2 ) months, I am bringing this to your direct attention. 

By carefully documenting my outreach and systematically following up on any progress, I am documenting a deliberate pattern of inaccurate and improper procedures following my fraudulent claim. 
While being a customer for over 20 years, I am sending this formal complaint in my recording of the repeated attempts at resolving this ongoing issue : 1 ) On my credit card account, I have directly assigned a fraudulent alert whereby, I hadnt received one detecting this claimed charge. 
2 ) My recurring charge/payment for this account has been with XXXX XXXX XXXX This can be traced in charge history. 
3 ) A fraudulent charge ( XX/XX/XXXX ) had been incurred at XXXX XXXX XXXXXXXX ( unverified if online or in-store ). This was not verified for accuracy of charge on the card nor with myself - the charge card owner. 
4 ) NO ONE had called/texted from BOA regarding any verification or level of fraud alert OR from the fraud department as indicated : a. Per BOA website directions : Contact the merchant. Although not required, it sometimes can be faster and simpler for you to resolve any issue directly with the merchant. This was not afforded because evidence of charge or contact information was not provided by BOA upon repeated requests. 
5 ) Repeatedly calling customer service fraud department has proven unsuccessful.

6 ) BOAs website itself provides little to NO concrete resolution process and phone numbers that ultimately lead to no direct course of action.

7 ) Based upon this fraudulent charge and knowing that both cards are currently closed ( not by my request ) - the one original card ( XXXX ) and the replacement card ( XXXX ) - and BOTH STILL HAS NOT BEEN received to this day via mail ; clearly, this proves that BOA has not properly provided a reasonable reason for closure or proper customer service for a resolution. 
8 ) As further recorded evidence ( XX/XX/XXXX ), spoke to a customer service rep in Fraud Department, XXXX, as she claimed, BOA doesnt have to provide proof for fraudulent charges and BOA has the discretion to close cards without customer consent. From this level of disconnect, she has supported this unsettling discourse and rationale for a company that does not provide any customer service resolution. 
Despite her trying to be helpful and ( hopefully ) putting this recording of my call on record, my further requesting to directly speak to a supervisor, as noted by her, I can only reach out by email or text message alerts and ... upon a supervisor not speaking with me ( XXXX XXXX directly and letting me know theres nothing more can be done because the merchant provided proof and I ( myself ) closed out the account. This level of poor fact-checking and resolution process has proven unacceptable. 
Further reviewing and scrutinizing customer complaints, Ive discovered my problem is not coincidental and systemic as listed in your companys website link - repeatedly, this is what has been said and recorded in the past/recently : a ) XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX Upon voraciously reading this level of documented evidence/information, and going through my current situation, this pattern of deception appears extremely evident and disturbing. For anyone having experienced this lack of accountability, I would think as a CEO of a central banking institution that you would address this systemically and/or company-wide. 
Moreover, after discovering a recent letter ( XX/XX/XXXX ) sent to you, XXXX XXXX, about raising concerns regarding BOA recent decision to eliminate free checking eBanking accounts, this raises a red flag about how similar conflicting issues are being conducted for filing fraudulent claims and with repeated inconsistent effort in resolving any of them whether in person at a local branch or via customer service. Therefore, I am reaching out for assistance because of poor civic engagement and having addressed the potential exposure to your companys questionable practices. Maybe, I can find outside support for this lack of accountability, and I will further report this to Consumer Financial Protection for outreach, too. 
With my researching further and reviewing countless complaints documented online, this has seemingly led to a pattern of deceptive practices, whereby, I am now experiencing a level of concern for fraudulent practice ( s ) by Bank of America, itself. Hence, I am requesting that the error be corrected, that any finance or other charges related to the disputed amount be credited to my account so that I get an accurate statement reflecting changes, and reissued a replacement card as originally requested.

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