Consumer complaint received 2024-08-11 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Can't use card to make purchases
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WA

Complaint narrative:
I opened an account with Bank of America XXXX  XXXX XXXX card on XX/XX/XXXX and received a card in the mail within a few weeks. I activated it and used it to charge {$3000.00} to cover the reward amount necessary to spend in first 90 days, by calling my timeshare company and paid my annual Maintenance Fees with the card. 

Within a few more weeks, I received a text notification that questioning whether I tried to use the card at XXXX XXXX. I explained I had not used it again since that XXXX charge not at XXXX XXXX nor anywhere else, and the card had never left my house, being safely store in a safe, only to be used on trips. 

They canceled the card immediately ( I cut it up and tossed the scraps away ) and they had a new card sent out and transferred everything about my account ( reward points, balance, history ) to the new card. I received a new card several weeks later and activated from my home phone. I then placed that card in the safe. 

Without it ever coming out of the safe, never being used anywhere- not online nor in person, not using the number or swiping the card, the same thing happened again with XXXX XXXX XXXX and I received a text asking me if the charges were mine. I spoke to BoA who said the best thing would be to speak with XXXX Fraud and they transferred me. The rep at XXXX said they have absolutely nothing to do with consumers and fraud and cant help me and that it has to be taken care with Bank of America and transferred me back. When the rep answered I asked to speak to a fraud Supervisor. He said the way they can stop it since it is only happening with XXXX XXXX is to put a stop on it Ito prevent any XXXX charges on the card since it was only happening with XXXX.. He also said that by creating a paper trail of fraud detection, it will be investigated by a higher level. THe assured me it would not happen again.I received yet another new card and activated it from my cell phone, and then put it away in the safe. You know by now I did not use it ever- not online, in person, nor over the phone! And yet, tonight I received yet another text informing me of XXXX declined charges at XXXX XXXX and XXXX at XXXX XXXX. At the post I am beyond frustrated as the Floor Supervisor I spoke to said there is nothing that they can do other that starting a fraud claim to refund the payment and that the card had already been cancelled and a new card will arrive soon. I pressed her to record in my account that she was saying she was the highest level this can go. That there is nothing else BofA can do. That she would expect it not to happen again, and if it does I should feel satisfied to know I wont be liable for fraudulent charges.I believe there could be an internal fraud happening at BofA, and that maybe there are lots of other s in a similar situation all being told not to worry. Meanwhile, who knows the information they might be accessing? Please help stop this nonsense so I can stop wasting my time and energy on this, and that I might actually be able to use the card and rewards if I ever have a card long enough for it to be useful.

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