Consumer complaint received 2024-02-16 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
On XX/XX/XXXX, a fraudulent charge in the amount of {$1200.00} was made by XXXX. This charge occurred along with other fraudulent charges that were posted on the same day. All fraudulent charges made on that day were adjusted. 

On XX/XX/XXXX - I paid the remaining balance on the card and closed the account. 

On XX/XX/XXXX - I received a bill with the fraudulent XXXX charge still on the account. 

On XX/XX/XXXX - talked to XXXX from XXXX saying the claim has been resolved and the fraudent charge will be removed and the account will be adjusted. 

On XX/XX/XXXX - I received another bill saying the charge was still on the account. 
XXXX sent the claim to escalation department at the small business credit card fraud department. She said they would review and get back to me. 

On XX/XX/XXXX - I spoke to XXXX from Texas, a BofA employee in the fraud department. He could not understand why the claim was still on the account and sent it to a claim analyst at BofA. They said it should get adjust within 45 biz days. 

On XXXX XXXX, XXXX - I spoke to XXXX from XXXX to follow up. He said it was still being analyzed by the claim adjuster. 

On XXXX XXXX, XXXX - I received another bill saying the charge was still on the account. It was accruing finance charges and late fees. I was getting concerned this was not getting resolved, so I asked XXXX from BofA to send me all the statements, as I can not access a closed account. I was told consistently not to pay the credit card because it was being adjusted. 

On XX/XX/XXXX - I reviewed the statements and found the XXXX charge was never reversed. I faxed the statements along with a letter to the BofA complaints department. 
Also, XXXX with BofA filed a complaint on my behalf with all the info above regarding the approved claim and escalation approval as well. I also spoke to a BofA Manager - XXXX who said she was going to resubmit. Since the manager can not do the adjustment because it is not letting her for some reason XXXX is submitting a Reconsideration. I requested a call back from a manager on the status of the claim and never received a call. 

On XX/XX/XXXX - I spent 3 hours on the phone getting transferred to the several departments and speaking to 5 different BofA employees. I spoke to XXXX at BoA Collections for Biz department and she said she can not adjust the fees or finance charged that I need to contact the fraud department. XXXX with the from fraud department said she will talk to the back office to get the late fees and finance charges waived removed. She called back but the charges were still on there. She said she would speak to them again and call me back. She never called back. 

On XX/XX/XXXX - I spoke to XXXX in the fraud department, who said a supervisor would call XXXX. 

Here are the charges I want to be removed, as they all accrued because of BofA 's errors and mishandling of this claim. 

Finance & Interest charges since XX/XX/XXXX XX/XX/XXXX {$9.00} XX/XX/XXXX {$5.00} XX/XX/XXXX {$18.00} XX/XX/XXXX {$39.00} late fee XX/XX/XXXX {$39.00} late fee XX/XX/XXXX {$18.00} XX/XX/XXXX {$39.00} late fee XX/XX/XXXX {$20.00} XX/XX/XXXX {$17.00} XX/XX/XXXX {$39.00} late fee XX/XX/XXXX {$17.00} XX/XX/XXXX {$39.00} late fee XX/XX/XXXX XXXX Total Finance & Interest Charges = {$320.00} I am ready to pay the principal but not the finance and interest charges that were the result of incorrect information, inadequate representation, and mishandling of my claim from BofA employees.

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