Consumer complaint received 2024-09-17 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: CA

Complaint narrative:
XXXX Received text from Bank of America about a charge {$1500.00} from XXXX which I sent a return text XXXX to deny charge. 
XXXX Received statement noticed charge above XXXX w/ XXXX and filed fraudulent claim as well as contact XXXX  Contacted XXXX and stated that the charge was approved so need file dispute w/ XXXX XXXX Received letter dated XXXX fraud claim declined XXXX Called BoA speed w/ XXXX transferred XXXX XXXX. XXXX XXXX package received at our address on XXXX @ XXXX. I was the only one home and checked our XXXX camera and no XXXX deliveries. This was during COVID and XXXX was not requiring signatures. XXXX mentioned there was another reference # and transferred to 3rd person XXXX XXXX and re-opened the claim. Was @ XXXX stage but putting back to XXXX stage investigation review and will take XXXX weeks XXXX Received letter from BoA requesting us to fill out Fraud Statement. Filled and sent as well as faxed XXXX. 
XXXX Called re status and per recording was in process. Called back again spoke w/ XXXX XXXX it looked like there was an additional address information regarding the phone. XXXX was to fax me the information they had as well as mail it to me. He also was going to call me back in 10-15 seconds. XXXX never called me back and never received fax or mailed information. 
XXXXCalled again re fraud claim. Spoke w/ XXXX XXXX AZ and stated have to speak w/ someone in existing claims. 
XXXX Called spoke w/ XXXX XXXX TN and referring to Supervisor. Stated claim is archived and would have to into BoA branch XXXX same date XXXX Branch manger contacted spoke w/ XXXX at BoA stated was a billing merchant issue and is emailing her supervisor and is requesting this to be an escalation request and will contact me in 5-7 days. XXXX was given my cell # and I explained that it will go to my v/m. I asked for a claim # and stated there is no claim # and could not give me her direct call back # for me to contact her. Also explained I never received the investigation information from XXXX. Never heard back from XXXX. 
XXXX Called and spoke w/ XXXX and trasferred to billing dispute department. Spoke w/ XXXX and stated there was not any information noted re my conversation w/ XXXX. XXXX took all of the information AGAIN and stated would take 7-10 days to hear back and resolved in 90 days. 
XXXX Received letter dated XXXX from BoA decline of fraud claim info from XXXX as well as XXXX. XXXX address included not same city as ours, signature from UPS not mine as I was only person home. Spouse contacted XXXX and per XXXX stated it was purchased through XXXX XXXX Checked spouses wallet and stated never had cc info in it. XXXX stated someone can use the wallet app with someone else 's information with out the XXXX ID matching. 
XXXX received letter BoA requesting working on claim. Asked for detailed info which sent all notes XXXX as well as faxed. NEVER HEARD BACK XXXX Per branch manager file complaint w/ CFPB as she is not getting anywhere either.

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