Consumer complaint received 2024-10-23 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

Complaint narrative:
On XX/XX/year>, I looked into my Bank of America mobile app to find that there have been fraudulent charges made on my Bank of America credit card. I disputed the transaction using the app but the app stated that I had to call their call center to dispute the charges and get a new credit card issued. I am currently overseas in XXXX on a longer term work assignment and I am unable to return to the United States. 

I have tried contacting Bank of America on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX to try and get this sorted out. On some days there were multiple attempt to reach the call center. Unfortunately, because I no longer have a US number due to the fact that XXXX XXXX XXXX XXXX XXXX I was not able to pass their security checks. I consistently asked if there was another way to verify, for example, in the past, I have been able to verify through the use of an authentication code by email which I would read out to the call centre staff. Every call centre staff told me this was not an option made available when they looked into my account. Instead, they asked me to either visit a Bank of America branch in XXXX to be verified so that they can action or to use " XXXX '' ( Bank of America 's automated messaging system within the mobile app ). 

From the beginning, I have tried XXXX but it is unable to connect me to a number while XXXX XXXX XXXX so that method failed. On XX/XX/XXXX, when I contacted staff at Bank of America in XXXX, they said that they only serve corporate clients and do not deal with retail credit card customers. 

The lady in XXXX who goes by the name of " XXXX '' told me that they have been inundated with Bank of America credit card customers with accounts in the United States who have contacted them but they are unable to carry out verification or help retail clients. They have tried to tell the US call centres to stop advising XXXX customers to approach the Bank of America branches in XXXX but the calls to XXXX branch keep coming. 

XXXX and I jointly conferenced called Bank of America 's fraud call centre. Despite the fact that their own member of staff in XXXX kept telling the call centre that the XXXX branch is unable to verify retail customers, it bizarrely fell on deaf ears and the advice from the call centre was to contact the XXXX branch to see if they can help. The whole conference call was totally bizarre. 

On XX/XX/XXXX, I managed to reach someone who stated his name was " XXXX '' and he was a call centre supervisor. He told me that there is nothing they can do. 

I need to quickly address the fraudulent charges on my credit card and without any means of addressing fraud, Bank of America has left me in a risky situation where I am unable to do anything to prevent fraud. I am sure they are failing in their obligations to protect customers in situations of 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 explanation