Consumer complaint received 2024-04-07 00:00:00
Product: Credit 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
State: DC

Complaint narrative:
On XX/XX/XXXX, I contacted Bank of America to report a fraudulent charge on my account ending in XXXX. The representative opened a fraud claim dispute. A temporary credit in the amount of {$370.00} posted. I told the representative the card was not in my possession at the time the transaction was made. I was not familiar with the merchant and had never previously purchased any merchandise from them. I explained to the representative I did not make the purchase. I did not authorize anyone to use my card. I am the only signatory on my account. On XX/XX/XXXX, I saw a reversal of the temporary credit in the amount of {$370.00} for the fraud claim disputed amount and received a letter of denial stating " the chip was read, PIN entered and/or you signed for the merchandise or service which indicates you or someone you allowed to use your card was present ''. I immediately contacted Bank of America fraud claim to request copies of documents used in making their decision to deny my fraud claim for the amount {$370.00}. I explained to the representative that the card ending in XXXX was not in my possession at the time the transaction was made to purchase the merchandise or service. I do not have a PIN associated with my card ending in XXXX. I did not use my card and did not sign for the merchandise or service. I did not allow anyone permission to use my card. The representative looked over the denial letter and was as surprised that a decision had been rendered so fast. He placed me on hold to conduct some research. When he came back to the phone, he told me the initial representative I spoke with on XX/XX/XXXX had submitted the fraud claim incorrectly and due to the error, the fraud dispute claim had been denied. I explained to the representative that I am unfamiliar with the merchant. I have never previously purchased any merchandise or service from them. Furthermore, it appears the transaction was conducted over the phone as the merchant does not have a physical location close to where I reside. I reiterated that I did not make the fraudulent purchase and that I did not authorize anyone to use my card. I asked if the temporary credit in the amount of {$370.00} could be reinstated. The representative stated it could not. I would have to make payment on the {$370.00}. I was very unhappy when I heard this as I could not understand why I should pay for something I did not purchase nor in my possession. I was hopeful when the representative told me not to worry that he would submit a request to reopen the fraud dispute claim for {$370.00}. He said the investigation could take up to 45 days to resolve. I was shocked when I received an alert that I had a message in my portal. Upon opening the attached letter, I saw it was another denial of fraud claim in the amount of {$370.00} on XX/XX/XXXX. XXXX. The denial letter was the same as received on XX/XX/XXXX. It is quite upsetting given I have been with Bank of America for over 20 years and have never experienced such event where a customer would report a fraudulent charge and the bank would deny the request on erroneous and non-factual basis as detailed above i.e. the card ending in XXXX was not in my possession at the time the transaction was made, I do not have a chip, I do not have a PIN associated with card ending in XXXX, I did not sign for the merchandise or service, I did not allow anyone else to use my card ending in XXXX. There are no authorized users on the card ending in XXXX. I have since activated the new credit card Bank of America sent as a replacement card for the card ending in XXXX for the fraudulent transaction in the amount of {$370.00} on XX/XX/XXXX. I have not received any documents from the bank to support their decision to deny my fraud claim in the amount of {$370.00}. I await a positive response from Bank of America regarding the error in investigating my fraud dispute claim as outlined and in line with the bank 's policy that I am not responsible for any fraudulent charges on my account.

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