Consumer complaint received 03-11-2018 about Credit card or prepaid card (General-purpose credit card or charge card) with BANK OF AMERICA, NATIONAL ASSOCIATION (TX).
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint: On XX/XX/XXXX, I contacted Bank of America customer service due to suspicious activity involving my XXXX XXXX XXXX XXXX upon logging in to my account online. There were 3 three transactions in Pending status ( Two transactions on XX/XX/XXXX, both in the amount of {$80.00}, and both to the same company : XXXX XXXX XXXX - an electronics company, and another transaction onXX/XX/XXXXto XXXX XXXX XXXX XXXX XXXX  in the amount of {$16.00} ).

The supervisor, XXXX, stated that even though the transactions were pending that the charges had already been processed and they could not be reversed. She stated I would have to fill out multiple documents online, some of which required me to make police reports and affidavits that needed to be

notarized. 1. ) I never lost my card and likely the card number was stolen from an electronic breach somewhere and was used without my card even being present. 2.
) Bank of America did a poor job of monitoring my account for suspicious activity and allowed a XXXX card to be used for everything from electronics and towing services from the US east coast to the west coast in a 3 day period. These charges were not declined nor was I even contacted regarding this abnormal activity.

3. ) Bank of America put it on me to go to extreme lengths to refute this activity before they even began to investigate the matter.

4. ) I was and still am unable to use those funds for their true purpose which are medical expenses in my account due to this fraudulent activity that has decreased my available balance.

5. ) Because it's an XXXX  that accrues interest and allows me to invest in the stock market, I am losing out on interest as well as an increased rate of return due to not having those available funds available to me.

6. ) Because XXXX   expenditures are monitored by the IRS and are tax deductible if used solely for health expenses, I now show expenses being used for electronics and car towing purposes that I will have to report on my tax returns that will count account against me thereby causing me to pay tax penalty on these items.

Bank of America has been unwilling and uncooperative in resolving this matter in a timely and proper fashion. What is worse, they have no way of preventing this from happening again as they informed me that they can not alert me via text message for purchases that are made without the card being present as my other personal credit card companies have the ability to do ( note the XXXX app has deplorable reviews and was inoperable for me as it is for many others based on their comments ). XXXX also stated that Bank of America also has no way of notating my account for alerting me of purchases that are made for things other than their intended purpose with are health related expenses.

Bank of America is responsible for rectifying all aforementioned items above due to their poor handling of credit card fraud despite my due diligence of alerting them to the suspicious activity in a timely fashion.

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