Consumer complaint received 2025-01-19 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:
Somebody used my Bank of America credit card to make purchases and my credit card company denied my fraud claim. 
On XX/XX/year> I received notifications on my Bank of America app about a couple of charges on my credit card that were made which amounted to {$22000.00}. I immediately called the bank and told them they were not made by me, raised a dispute on those charges and had the credit card blocked. These were two separate charges, one at XXXX XXXX for {$13000.00} and the other at XXXX XXXX for {$9400.00}. I complained around XXXX. 
During this I realized I was supposed to receive a replacement credit card from Bank of America on XX/XX/year> ( based on my USPS notification ) as the original one was expiring. I went down and checked my mailbox only to find all my mails were missing including the one from Bank of America. Somebody stole my mails and took my credit card. And when these fraud transactions were made my original credit card was still with me and I was at home.

After blocking the card due to the fraud Bank of America sent another card. Since I noticed the next day that my mailbox was broken into again ( I was supposed to get some mails based on USPS notification which I didn't see, one of them was from Bank of America mail which I initially thought had credit card in it ) I called the bank and had the new card blocked immediately. They mentioned the mail might not have had the card in it as it was only a day before that they posted it to me. They still took my request and blocked the card and I told them if I happen to receive the card in few days I will call again and unlock the card. On XX/XX/year> I got a notification from USPS that there was an incoming mail from Bank of America that day, I went and checked in the evening only to find the mails got stolen again from my mailbox. So I called up the bank and reported that and asked them to not send me any more credit cards till this situation is resolved where my mailbox is being broken into regularly. 
I emailed the leasing office and explained the situation, gave them the dates. They mentioned they could not go as far back as XX/XX/year> for XXXX footage but they did observe some people approaching the mailbox. And they were going to revert to me if they had any findings, I haven't heard back from them again. 
I also noticed that few others in our apartment community also had their mailboxes broken into and one person had the same experience as me where the credit card was stolen and used.

I called up Bank of America few days later and had them send me my card, but in an expedited manner because it would go through UPS instead of USPS and it would be placed into our apartment community 's XXXX XXXX XXXX, which was safe. 
Around the XXXX of XXXX I get a notification on my app that my claims were denied and they charged back the whole {$22000.00} on my account. 
I immediately called them up and explained to them about the mail theft situation which they took and reopened the claim. 
I called up XXXX XXXX customer service and raised a complaint giving the explanation of the events. They took my case but I am yet to hear back from them. 
I filed a police report at the XXXX XXXX Police Department where they took down the information and gave me a case number. 
I updated the case number with Bank of America, faxed them the police report, along with my email exchange with the leasing office about my mailbox break ins, community dashboard excerpt where folks complained about mailbox thefts and a cover letter. 
I went to the back the next day to personally show the police report and other documents in order to expedite my case, but I was told by them that I have done everything that is needed and they can't help anymore as it's a banking division only. 
I have been following up daily with the Bank of America customer service, but no progress has been made on my situation with my billing date arriving soon in a few days, if it is not resolved I will be asked to pay the amount for which I am not responsible whatsoever. 
I request your help in expediting my case to a resolution. I have not made those purchases and have been a victim of mail/identity theft and fraud.

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