Consumer complaint received 2024-03-13 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: FL

Complaint narrative:
On XX/XX/2023 4 unauthorized charges of were made totaling to the amount of {$300.00} to a merchant, XXXX XXXX XXXX. These charges were labeled to be an upload of funds to my account that was set up utilizing the company 's application. Although my card information was present on the application, I would only make direct purchases but never upload funds to pre-pay. 
Upon recognizing the unauthorized charges, I reported them to Bank of America Fraud services. I informed them that I did not recognize these charges, did not authorize them, and did not receive the {$300.00} funds the merchant claims to have delivered. 
Their initial investigation retrieved receipts from the merchant that had been falsified. Although their documentation matched my email address ( information present from the application ), those were receipts that had not been delivered ( even though I have received receipts for my direct transactions for product ). With those receipts, they closed the investigation. 
I have since reopened the case 3 times on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX restating that I did not recognize these charges, did not authorize them, I did not receive the email ( the receipts displayed the transaction was done through the application - depicting an ability to track the funds AND that the merchant was potentially the perpetrator ) and did not receive the {$300.00} funds the merchant claims to have delivered. I strongly encouraged them to trace the funds in order to discover they were not delivered to my account. The case has since been closed upon review by Bank of America WITHOUT providing additional proof or explanations for their evaluation and denying my claim ( except for the claim re-opened on XX/XX/XXXX ). 
Today, XX/XX/XXXX is the day the claim had to be reopened for the 3rd time by another bank of America representative named XXXX. Upon restating I did not recognize these charges, did not authorize them, I did not receive the email and did not receive the {$300.00} funds the merchant claims to have delivered, XXXX initially expressed it did not sound like a fraud issue and recommended I should reach out to the merchant to resolve the matter on my own. He then proceeded to bring up the receipts the merchant had delivered and mentioned that due to that documentation, they were unable to deem the transactions as fraud. I restated the premise of my claim and mentioned the falsified receipts represented nothing other than a transaction took place. In this case, a fraud charge. I then asked XXXX to include in his notes for the re-opened case to trace the funds and their research team will discover the funds did not arrive within my account. In addition, to also include that I am was more than willing to cooperate with the research team during their investigation in the event they needed clarification. XXXX reopened the case as requested but informed me that the research team could not contact me. I am unable to prove this but that seems like XXXX lied to me as well. If the investigation required BOA to contact the merchant, I was certainly permitted to be contacted as well to resolve the matter. However, they had opted to deny my claim an additional 2 times after the initial one WITHOUT additional explanations.

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