Consumer complaint received 2024-01-03 00:00:00
Product: Credit 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
State: CA

Complaint narrative:
On XX/XX/2023 two fraudulent charges were made on my credit card at XXXX XXXX in XXXX XXXX, CA totaling {$43.00}. On XX/XX/2023 one charge was made at the XXXX in XXXX, CA for {$65.00}. On XX/XX/2023 one charge was made at XXXX XXXX in XXXX, CA for {$95.00}. I did not make any of these charges. I did go to XXXX XXXX on that date and I was charged for two separate bills. I only found out about the double charge while checking my online banking account with a employee from Bank of America while canceling the compromised credit card. The employee assured me the fraudulent charge of {$95.00} would be taken off the account but it was not. I reported these fraudulent activities as soon as I received the paper statement in the mail. There was an additional online charge of {$150.00} that Bank of America did eventually credit me back. The remaining {$200.00} total that I owe for the four fraudulent transactions is now being charged interest since I refuse to pay for these four charges. 
I have reached out to Bank of America numerous times and spoken with several different managers about my claim and my denied appeal. I did take the names of the managers and employees I spoke with at Bank of America. I asked the most recent manager I spoke with at Bank of America to please explain to me whatever info she had about my denied claim and appeal. She told me the purchases were all made using chip to chip transactions and because I still had my credit card that it had to be me and the case is now closed. Other reasons used to decide against me were the sequence code matches the chip on the credit card they claim, but again no proof to back it up. The final reason used to decide against me was that they stated I logged in numerous times to my online banking account through Bank of America and I should have been able to catch the fraudulent activities sooner. On both letters mailed to me by Bank of America about my claim it states that, '' we confirmed your card was used for the charges. The chip was read, your pin was entered, and or you signed for the merchandise or service which indicates you or someone you allowed to use your card was present. '' The first manager I spoke with told me that it is not very common but she had heard of criminals being able to scan chips and duplicate onto another credit card and use. The last manager I spoke with said that the other manager spoke out of line and she was completely wrong because it is literally impossible to scan or steal the identity from a chipped credit card. I asked for proof of my signature or camera footage or anything that would show me or my signature but again they said the case is closed so they cant provide that information. I have filed police reports in XXXX XXXX, XXXX, and XXXX. I have also filed a claim with Identitytheft.gov. I have reached out to my local investigative journalists at XXXX. I have spent many hours dealing with Bank Of America for these fraudulent charges and have had to take time off from my job without pay to attempt to resolve this issue during Bank of Americas open hours of operation.

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