Consumer complaint received 2024-08-14 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: NJ

Complaint narrative:
Updates and continuation of complaint XXXX. 

From initial complaint : The vast majority of the debt " I owe '' as I either never authorized the transactions or never received for goods I paid for. 1. Unauthorized transactions : There were several web services transactions I never authorized as it would have been impossible for me to authorize because these services require internet connection : it was impossible for me to access internet during those transaction dates. There were initial charges that were reversed as Bank of America deemed them as fraud. - These charges totaled {$13000.00} and only {$5000.00} were reversed : leaving my account with a remaining balance of {$8400.00}. - I have requested the Bank for the full 23 digit transaction numbers to the transactions as well as dispute the charges. After requesting the bank several times for the full 23 digit transaction numbers, I still have not gotten them. - I have also provided the bank with proof showing it was impossible for me to access these services as well. 2. Goods never received : I have purchased goods from a vendor who is current going through trial for wire fraud ( said to have run a Ponzi-like scheme ) : transaction total {$4000.00} - Have provided Bank of America with article ( s ) regarding the vendor and its owner. 

Updates since last complaint : I have tried multiple times to get the 23-digit number/ARN number to the transactions in question as I needed them to talk with some of the vendors involved in this case. Bank of America and XXXX XXXX XXXX and XXXX XXXX have both failed to provide these numbers on multiple occasions and I have explained multiple times I need this information to talk to the vendors, because that is what the vendors told me to supply to them. The previous response has Bank of America saying I was advised to contact the vendor, to which I did, and the vendor said they can only help once I provide the 23 digit number : which I have explicitly communicated with both parties. 

When I initially filed this claim, someone from Bank of America 's executive resolutions team reached out, who initially seemed helpful. I have called this point of contact at least 10 times on separate occasions, and every single one of my calls and messages went unanswered.

After a certain point I reached out to the regular Bank of America customer service, which my experience was no better. When I contacted Bank of America multiple times to dispute transactions/file a fraud claim as I was advised to by Bank of America , and they have continuously provided me with inaccurate information and filed these claims improperly. I have explicitly provided all the information to file the claims, communicated the different filings I need and they have still managed to file the claims wrong every single time. 

Additionally, I have been spun in circles, constantly being redirected to the wrong team, redirected to a team that has already told me they can not help. I have spent many hours on hold, providing the same information, and transferred to an unhelpful person/team. One of the wrong filings ended up with me receiving a letter saying that my claim was denied, and that I could contact Bank of America for the documents used to make the decision. When I asked multiple people for those copies, they all responded this is something they can not do, even though it was explicitly written in their letter to me. Finally on XXXX, after 90 minutes of redirection and holds, I was put on with someone who was able to help. She informed me that the fraud disputes were accepted by Bank of America, and that they will be reflected in my statements. I was told I would receive a letter confirming the XXXX web services transactions were reversed and would be reflected in the statements and still have not received it. 

I have also attached the original documents to the first claim.

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