Consumer complaint received 2024-01-22 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: CA

Complaint narrative:
On XX/XX/XXXX, I filed a fraudulent claim with XXXX at Bank of America, for ongoing, multiple unauthorized XXXX  charges to my Bank of America credit card. After several weeks, I learned that XXXX did not process this report or file a claim. 

On XX/XX/XXXX, I contacted the fraud department at XXXX  and filed a claim as Bank of America had not acted on the report that I made on XX/XX/XXXX. XXXX Reference # XXXX. XXXX  confirmed on XX/XX/XXXX that fraudulent charges had occurred, however, agreed to apply a refund for only one month of the several months of multiple charges. XXXX  stated that they do not refund for claims over 30 days. XXXX  also stated that they were working closely with Bank XXXX XXXX XXXX Department on this case and stated that Bank of America would be responsible for the remainder of my refunds. 

On XX/XX/XXXX, I contacted Bank of America again to re-open this fraud case after learning that the case I filed on XX/XX/XXXXXXXX  was never opened. Claim XXXX XXXX. I spoke to XXXX from XXXX XXXX, Texas who explained that the charges continued to occur as Bank of America has an automatic bill-pay system, and despite canceling my card twice the fraudulent charges continued to post due to a feature on the credit card imposed by Bank of America that failed to protect me from fraudulent charges. XXXX, unlike XXXX, was very helpful and processed credit, reimbursing my interest charges, etc. At no time did Bank of America request proof that XXXX had confirmed that I had not opened a XXXX  account and that these were confirmed as fraudulent charges. 

In reviewing my credit card statement in XX/XX/XXXX, I noticed that Bank of America reversed the credits on my account, recharging me for {$1400.00} of the fraudulent XXXX  charges. I called the Bank of America Fraud Department again on XX/XX/XXXX, and spoke with XXXX who re-opened this case. XXXX did not request proof that XXXX had confirmed that fraud had occurred or proof that XXXX confirmed that I did not open a XXXX  account. At my very frustrated request, XXXX did state that someone from the XXXX Department would call me, however, I have yet to receive a call from Bank of America. 

The case was quickly closed again, where Bank of America stated that the XXXX  charges would stand and alleged that I knowingly opened a XXXX account. 

On XX/XX/XXXX, I called to re-open this fraud claim and spoke with XXXX. XXXX begrudgingly re-opened the case and provided me with the address of the Fraud Claims Department. I submitted proof that XXXX has confirmed that the account opened was not opened by me and confirmed that the charges were fraudulent. I submitted this information via certified mail that was signed as received by Bank of Americas Fraud Department on XX/XX/XXXX, however, I have not received a response to this claim or my correspondence. 

I have been a Bank of America customer for over 20 years. Until the poor treatment that I received from Bank of America, I carried consistent credit card balances ranging from XXXX a month, which I paid off quickly and many times in one month. So, I ask you, why would I be disputing charges when I have an impeccable payment history and an XXXX credit rating? Additionally, if the Bank of America Fraud Department XXXX XXXX and assessed XXXX  pricing plans, it would be clear that the charges that I have incurred do not reflect XXXX  account options which are listed on their website as follows : XXXX. Free, XXXX. {$150.00} monthly for XXXX, XXXX. {$210.00} for XXXX  or XXXX. {$260.00} for XXXX XXXX. The charges that I am disputing are {$310.00} on XX/XX/XXXX, {$230.00} on XX/XX/XXXX, {$280.00} on XX/XX/XXXX, {$280.00} on XX/XX/XXXX and {$280.00} on XX/XX/XXXX which are not reflective of XXXX pricing plans. 

I have spent several months seeking a resolution and do not feel that I am being treated fairly let alone as a Preferred Customer. I am looking for Bank of America, to apply their slogan of we have the power to fight fraud together and resolve this issue promptly.

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