Consumer complaint received 2024-11-07 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: NJ

Complaint narrative:
This is regarding a fraud dispute on my Bank of America. 

I had filed for a new credit card, since I had lost my card while on vacation ( XX/XX/scrub>XXXX XXXX XXXX  ). 
The newly issued card was stolen from my mailbox, I am able to state this confidently because I never saw this mail containing the new card, but it does show up in my USPS expected mails. I was only aware of the theft after the fraud event happened and I went back and checked my emails. 

Fraud event : On XX/XX/XXXXXXXX XXXX XXXX XXXX, a Sunday, I start receiving SMS alerts on my phone ( attached ) that there are transactions being attempted on my card. I immediately called Bank Of America Fraud contact number and report it. I request them to not process the transactions as they are still in pending status at this point. They said they will be filing a fraud claim. 

Details of the transactions attempted on XX/XX/scrub>XXXX XXXX  : 1. {$2800.00} ( thankfully this did not go through ) 2. {$1000.00} ( this transaction went through ) Description of the transaction : Bofa Cash Transaction : XXXX XXXX XXXXXXXX, PA Temporary credit was issued for XXXX $ on date XX/XX/year> Received letter from Bank Of America that they are UNABLE TO APPROVE my claim and proceeded to take back XXXX $ ; letter dated XX/XX/year>XXXX In the letter they provided the following text : " We made this decision because : We confirmed your card was used for the charge ( s ). 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. '' During the Fraud call, I had informed the agent that this is an event of the card being stolen.

I would like to highlight the following : 1. As soon as I received the SMS alerts, I reached out to the fraud helpline. I also opened the Bank Of America app to see what is happening. At this point my phone is connected to home wifi network in New Jersey, they should have the ip in their logs. This transaction was made in a bank XXXX XXXX XXXX XXXXXXXX PA, in a brick and mortar bank. They would have video footage of that in XXXX XXXX, is my assumption. 
2. On XX/XX/XXXX Monday, I called XXXX XXXX XXXXXXXX, PA. The person I reached spoke about the transaction as he was the person he assisted those transactions! Now, I am a XXXXXXXX XXXX XXXX XXXX, the person who did the transaction was not and they were able to describe the person. They asked me to do a police complaint which I did. The XXXX XXXX  staff commented about how shady this person was being and that is why they canceled the first transaction. 
I mention these, because it is clear to me that Bank Of America has not taken any meaningful effort to actually validate this claim. ( They have rejected this claim because the chip was read. The fraudster would have my complete address, because they stole my mail. It is possible they have created a fake id as well. ) The complete burden of proving this fraud transaction is now on me, who is the victim.

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