Consumer complaint received 2017-03-22 00:00:00
Product: Credit card — 
Issue: Identity theft / Fraud / Embezzlement — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
On XXXX/2017, I received an email from Bank of America informing me of a {$3000.00} transfer from my credit card, to a XXXX account. This transaction was NOT made by me or my husband. I contacted them by phone, and was given very poor service, but they did issue a new credit card, and treated the current credit card as lost or stolen, even though it was not. I followed up that same day with an email disputing the charge. On XXXX/2017, there was another {$3000.00} transfer form my credit card to the same XXXX account. This was after I was told to destroy my old card, because a new credit card was issued. I again contacted BOA, and was given the same lousy treatment as the day before, but was told a claim had not been started the previous day, but would be started now. On XXXX/2017, there was a XXXX {$3000.00} charge/transfer pending on my credit card to the same XXXX account. I was contacted by BOA, and told that fraud was suspected on my credit card, ( they did n't sound as if they knew I had contacted them XXXX times before. ) and that it was identity theft. I was told my SSN and mother 's maiden name ( security question ) was used to make the transaction. BOA then set up a verbal password for my account, advised me to place a fraud alert with XXXX of the XXXX credit bureaus ( which I did ), and I was told that a temporary credit would be issued for the XXXX fraudulent transfers and the resulting transaction fees of {$120.00} each. I received two letters to this effect. 
As of today, I have not been issued the credits for these XXXX fraudulent charges. I initially received XXXX {$3000.00} credit, only to have it placed back on the credit card as and accounting error. After phoning the fraud line, at least 12 times, visiting a local BOA branch office, and sending BOA a letter, stating what charges were fraudulent, to include a police report, a FTC identity theft report and a Complaint Referral Form from the Internet Crime Complaint Center, I have not received any further information from BOA, except two more letters, saying a {$0.00} credit was placed on my credit card. I have banked with BOA for over 20 years, I have XXXX checking accounts and XXXX credit cards through their bank. I have NEVER made transactions of this nature, and think this should have been caught by Bank of America, before it was allowed to get to this point. I have requested both credit cards to be closed, and paid off the charges I am responsible for. I am also, in the process of closing my checking accounts. I believe the service I have received from BOA has been horrible and unacceptable. They insist communication be done by phone, and this is a nightmare! They repeatedly disconnect you, transfer you numerous times, and eventually provide no answers. I 've also been told different information, depending on the day, to include being told to call XXXX for answers. When I 've asked to speak to a manager, I 'm put on indefinite hold. I 've received a bill in the amount of {$6100.00}, for this card, with a minimum payment due XXXX/2017. I 'm afraid this will not be resolved because of the incompetent service I have received. Identity theft is scary enough without your bank, that you 've banked with for 20 years, making it worse!

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