Consumer complaint received 2024-10-24 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: OR

Complaint narrative:
Bank of America denying a {$410.00} fraudulent charge and not accepting information from me to prove it is fraudulent.Details/timeline below : XX/XX/XXXX - went to XXXX XXXXXXXX ( purchased tickets online XX/XX/XXXX ). In late XX/XX/XXXXXXXX XXXX XXXX sent me a letter notifying me of a data breach of the third-party vendor who handles online ticket sales for purchases between XX/XX/XXXX through XX/XX/XXXX impacting over XXXX people where information leaked included : card information, card number, CVV, and the expiration date. My purchase was in thistimeframe. 

XX/XX/XXXX - saw a charge for {$410.00} for XXXX XXXX XXXX XXXX XXXX tickets on mycredit card used for XXXX XXXX ( visa ending in XXXX ), disputed as fraud and locked card XX/XX/XXXX - receivedan email from XXXXXXXX XXXX with a copy of the tickets purchasedwith my name for billing but 2 different names ( XXXX XXXX and XXXX XXXX ) on the actual tickets XX/XX/XXXX - called XXXX XXXX and told them the charge was fraudulent, they said they do not handle those and to tell my bank if I want to dispute it but they could not refund or cancel. I gave the names on the tickets and offered them advice to deny entry or check ID upon their arrival since I had copies of the tickets. The representative did not want this info or care. 

XX/XX/XXXX - spoke on the phone to BofA to discuss more about the fraud charge. I told them I called XXXXXXXX XXXX  and that the tickets were emailed to me with the names of the individuals and NOT my name. BofA representative said something along the lines that the people who made the charge were not very smart to put their own names on the tickets and that someone in BofA fraud would reach out to get copies from me. 

XX/XX/XXXX - BofA closed my claim and sent a letter saying " good news the charge never posted so no further action is needed and your claim is closed ''. This was not true and the charge had been posted. 

XX/XX/XXXX - called BofA to reopen the claim, the representative admitted it should not have been closed and told me to wait 90 days. I said this timeframe was unreasonable and she spoke to a supervisor stating they would complete it in XXXX. I explained it should not take long as I still had the tickets with the criminals names. They told me I could not speak with anyone assigned to it and they would ask me for info if needed. I again asked to share the tickets as evidence and BofA declined to see them. 

XX/XX/XXXX - BofA denied my claim and issued a report with several pages from XXXXXXXX XXXX stating that because my card was used online for tickets which were later redeemed, the charge was not fraudulent. Their XXXX page document failed to report an IP address from the person who placed the order OR the names on the tickets purchased and redeemed as not matching - both which they have and could use to verify my claim as valid. It also did not address how someone in XXXX, XXXX is likely not buying XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 

Both XXXXXXXX XXXX and Bank of America 's resistance to helpful information to close out arguably the most obvious and simple case that could exist is highly disappointing. I've been denied the chance to share evidence. I can prove I have never been to New Jersey and could not have possibly entered a XXXX XXXX on that date, including witnesses and photos on my phone which prove my location on that date to have been on a camping trip in Washington state. XXXXXXXX XXXX appears to have spent significant resources to supply a documentthat misses key details and one would assume they have securitycameras that link to ticket admissions for securityreasons. Looking at those who used the tickets to enter the park would provide even furtherevidence to not be me, though this feels completely unnecessary given the basic info of the fraud claim. It's embarrassingthat a fraud department in theses 2 major corporations can not locate the red flags in this purchase and confirm it's fraudulent, leading me to believeBank of America hopes that ordinary customers do not follow the case as closely as I am so that they do not need to pay for the protection of their customers.I will be reopening my claim for a third time on XX/XX/XXXX.

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