Consumer complaint received 2024-10-31 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:
Dear sir/ms, Here is the thing. I have a BOA XXXX XXXX credit card with XXXX whose expiration date is XX/XX/year>. Around this XXXX, I received message in my BOA app saying that a replacement card has been mailed to me, which have the same card number and with a updated expiration date. However, I have never received that card. 

On XX/XX/XXXX, I noticed that there are XXXX fraud charges a total of {$350.00} which are made on XX/XX/XXXX and XXXX. So I immediately report this to BOA. I explained to BOA that it I did not make those purchases, and my BOA card XXXX is always with me and it is not stolen and no one else used it. I also mentioned to BOA that since I never received that updated BOA card, it is possible that USPS mistakenly put my mail in other people 's mail box. That bad person opened the mail and used my card. That is how come there were XXXX charges made using my XXXX card. This is the only way I can think of why my card is used by some one else. Then BOA issued my a refund of {$350.00}, and send me a new card with a new number ending with XXXX. 

However, on XX/XX/XXXX, BOA reversed the refund of {$350.00} and charge this amount on my replaced BOA card ending with XXXX. I found this and I called BOA around XX/XX/XXXX about why they denied my fraud claim of {$350.00} which were made using my XXXX card. They told me that it is because they found that the chip of XXXX card is physically read when some one is making the XXXX fraud purchases on XX/XX/XXXX and XXXX. 

I told BOA that, I really did not use my XXXX card to make those XXXX fraud purchases of {$350.00}, and all I can think of is that since BOA mailed me an updated XXXX card and I never received the card, it is possible that USPS driver mistakenly put my mail in some XXXX else 's mail box, that bad guy opened my mail and used the card. Also, BOA is the only credit card company that, when the customer received the replacement card, the replacement card does not require activation. This is extremely stupid. That means in case some one received my new card by mistake, he/she can just use my newly arrived card without activation. In such case, of course the new card can be physically presented in the store, and used by some one else. But this is really fraud purchase which are not made by me. If BOA card requires activation, such fraud purchases could be prevented. 

BOA told me and they have re-opened the case and ask me to wait 45 days. At the mean time I won't be charged the {$350.00}. However I still see this amount is on my XXXX statement balance. This is indeed ridiculous. I sincerely wish CFPB could please help me get my refund of {$350.00}. Those are really fraud purchases and are not made by me. Many thanks! 

Best regards, 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