Consumer complaint received 2024-07-15 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: IL

Complaint narrative:
Bank of America XXXX ID : XXXX Multiple unauthorized purchases on my card. 

Called on XX/XX/XXXX after seeing over {$1400.00} of charges on my card i did not make. 
Account given temporary credit while they review. 
These charges were done around the location of one of my home. A couple of the places like XXXX and XXXX  XXXX i have been to before. The other places I have not. Such as XXXX  XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXXXXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX among others within that claim. 

When i initiated my claim I asked the rep to provide the expiration date of the card being used, as i had a card ( old card ) in my possession still. They told me they could not provide this information. 

All cards were cancelled at this time and replaced with a new card number. 

I received notification on XX/XX/XXXX that my claim was denied. I called up to inquire about the situation and had it escalated. I asked for the proof that they are basing their decision on and they said the chip was used and a signature was given. If the card was lost then the fact the chip was used does not prove anything and a signature is easily forged. They never sent me the proof requested either. 

I reopened the case and had it escalated as I did not make these transactions and BoA offers a {$0.00} Liability Guarantee covers fraudulent transactions made by others using your Bank of America consumer debit card. This falls under that category. Not sure if they are using AI to do their work now and since I do have a presence in XXXX XXXX XXXX that is causing the decision to be made. 

I reviewed my account on XX/XX/XXXX and found a notification they denied the claim again under the same reason. 

" 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. '' Their notation also said they reported to the credit agencies. 
Also, weve contacted these credit reporting agencies to add a comment to your credit report stating you disagree with our decision on your fraud claim. Please keep in mind it may take up to 60 days for the comment to appear on your credit file. 

Since I did not do these transactions, I don't understand how they can use this as a reason for denying my claim. I asked if they contacted the merchants for any video surveillance that would prove my claim to be true. They did not provide anything. 

They just keep repeating the generic answer of 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. 

This must be a generic response as the Credit card does not even have a PIN. 
On this same call I was on hold for 45 minutes between them transferring me around from person to person. Then they hung up at the 1hr 4min mark. Did not call me back.

Called again- on hold for 8 minutes and was disconnected again. 

Called again was told they can only reopen the case and escalate again. I cant talk to anyone in the actual fraud division. 

Will be filing a police report later today and sending it to BoA to add to my case.

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