Consumer complaint received 2023-02-28
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION (CA)

Complaint:
For complete transparency, I had two credit cards for one account, same card/account number, both are chip cards. I lost my original card in XX/XX/2022 and was issued a replacement. There were no fraud charges and it wasnt stolen, it was just misplaced. I found the original card later, and kept them both. About a year later, 4 fraudulent charges were made using the original card. This original card was now stolen. 

4 fraudulent charges from XXXX XXXX were made, in person. I received no notification from Bank of America, no alert, nor were any of the charges confirmed by me. 

Dates of charges and amount : XXXX {$100.00} XXXX {$100.00} XXXX {$100.00} XXXX {$100.00} XXXX : XXXX XXXX XXXX XXXX CA, XXXX I contacted Bank of America on XXXX, opening a case with their fraud department case XXXX. It was denied on XXXX due to the transactions being done in person and a chip card being used. I asked what I could do to prove this wasnt me, they advised me to open a case with law enforcement, so a detective could watch the security cameras, was advised as well to send over my time sheet and I was told my case was reopen. 

XXXX filed the police report and sent over the fax. 
XXXX found out it was never reopened, stating it was ineligible. The case was officially reopen. 

I created a police report on XXXX, including my time sheet from work, showing I couldnt physically be at a XXXX during when the charges took place. On XXXX I fax over this information and received a confirmation. Police Report number XXXX, with XXXX ( badge number ) XXXX. 

When I did contact Bank of America on XXXX I was told they never received this original fax, and my case was never reopen, stating it was ineligible. I reopen the case again, advising I would resend the documents via fax, including new documents. Bank of America will only accept these documents via fax. 

I contacted XXXX on XXXX and was advised the only thing they could do was send me the receipts for the charges. Originally, I was told by a Bank America representative on XXXX these charges took place at XXXX XXXX XXXX XXXX and XXXX XXXX EST. However, the XXXX receipts show different times. This is why the times differ on the original police report. I have since corrected these times with law enforcement. On XXXX I refax everything, including the receipts this time. 

I contacted Bank of America again on XXXX, inquiring if they received my faxes and was informed my case was never reopen, they never received my faxes, and it was ineligible due to a chip card being used. I inquired that I was unsure how the chip card can identify me as the person using it and was told no information could be released. I ask to receive the documents used to close my case and received two documents on XXXX. Which can be seen as attached. A letter and my original fax machine cover page. 

I no longer can communicate with Bank of America effectively. 
I do not have a history with this XXXX location.

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 explanation