Consumer complaint received 2025-01-02 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: WA

Complaint narrative:
On XX/XX/year>, I was called by someone from Bank Of America ( or so I thought, as it was from their XXXX phone number ), who presented some fraudulent charges over the phone after they verified some recent charges and payments to gain my trust. They then sent me a verification code from BoA and asked me to input the number into my phone. Turns out, they were scammers who then used my BofA credit card to conduct a {$2700.00} cash advance into a XXXX Checking account ( which Bank of America claims is my account. ) I've contacted BofA 's fraud department numerous times in attempt to clear this up, and initially they took care of the fraud, and retracted the {$2700.00} on XXXX. On XXXX I woke up and logged into my email, only to discover my " fraud claim was cancelled, per my request '' I called BofA 's fraud department again, and after many times being placed on hold so the agent could " talk to the back office '', I was asked " so you didn't call in this morning and cancel the fraud claim? '' I immediately responded in the negative, and informed them the fraudsters were obviously impersonating me and my phone like they had impersonated BofA on XXXX. I was assured " no, it's probably just a bank error, we will get it all corrected for you ''. 

Not only that, but I do not, nor have I ever had a checking account with XXXX, to which the {$2700.00} was deposited. So after many more phone calls to BofA 's fraud department, they finally gave me the checking account information and suggested I contact XXXX 's fraud department, which I did. XXXX XXXX XXXX department assured me there were no checking accounts in my name, and did admit the account in question existed, but could not share any information about {$2700.00} deposits, as again, my name wasn't on the account. I shared this information on subsequent calls to BofA 's fraud department, but they changed their tune to the new rationale that " well someone using your phone approved those charges '', insinuating with was me, even with me vehemently denying this. 

I asked to speak to Managers in BofA 's fraud department, and got patched through to supervisors who listened and offered to help, but nothing has changed. They continue to treat me like a liar/criminal, and it's quite stressful. Finally I asked to speak to someone in their " back office '', as these were apparently the people making the final decisions on my case. I finally heard from someone ( XX/XX/XXXX I believe ), who listened again to me profess my case, and she informed me to contacXXXX XXXXe ( my mobile phone carrier ), and obtain a letter or recordings of my phone calls, as BofA wouldn't simply believe me in this case otherwise. Even though I'd presented plenty of evidence disputing their case against me. 

I've been trying to get XXXX XXXX fraud department to help me for the past 4 weeks, who finally informed me yesterday they can not give me the phone recordings unless I have a police report and a subpoena from a lawyer, which I assume will cost me more then the {$2700.00} I'm simply trying to get reversed in the first place. This has been a ridiculously stressful ordeal, and any assistance to this matter would be greatly appreciated.

Company response to consumer: Closed with monetary relief