Consumer complaint received 2024-10-07 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: NY

Complaint narrative:
A new credit card was mailed to me on XX/XX/2024. I never received this credit card. 

On XX/XX/2024, XXXX purchases were made with this credit card ( the one I have not received, which I suspect was intercepted during the mailing process, or taken from my mail box ). Both posted on XX/XX/XXXX ( please see attached ). 

XXXX purchase is for {$450.00} at XXXX XXXX XXXX and Liquor and the other is for XXXXXXXX XXXX and Liquor for {$450.00}. Separate purchases but both ON THE SAME DAY. ( I also want to mention that if you go back into my account history, you will see that I have never bought alcohol ). 

I called Bank of America on XX/XX/2024 to file a claim. The reason I found out about these fraudulent charges was because I received a text message from Bank of America asking me if a charge to another merchant, XXXX XXXX, was being made by me. I replied " no '' and then checked my BofA credit card account to see someone had made the purchases for alcohol. I made a fraud claim with a customer service rep. They also sent me a new credit card, which I actually received this time. Both charges were credited to my account while they investigated. 

I did not receive any correspondence about my fraud claim until XX/XX/XXXX, when I got a message from BofA stating : " We confirmed your card was used for the charge ( XXXX ). 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. '' With these allegations, I have questions : XXXX. Did the merchant require ID from whoever was purchasing this alcohol? If so, you will see it was not me. 

XXXX. How was a PIN entered if, when designating a pin for your credit card, you need to verify information over the phone? Whoever had my card would not know my birthdate, XXXX etc. to verify it was me establishing a pin number. 

XXXX. If the merchant only required a signature for the purchase, I want to see that signature- I have XXXX years of checks in my XXXX debit account that can verify my signature. Because I never received this credit card, and IF a signature was used for these purchases, you will find that they DO NOT match my signature. 

Today, XX/XX/2024, I called Bank of America to ask why the claim was refused and if they could send me the documents detailing what led them to believe I or someone who has authorized access to my card, made these purchases. The BofA representative said she would look to see what documents were available and after being placed on hold, she returned and said, " There are no documents from the merchant here. '' She then said she would re-open my case and I would receive a notice from BofA detailing their decision with documents. But the rep told me THERE ARE NO DOCUMENTS from the investigation. And the fraudulent charges have now been placed back on my credit card.

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