Consumer complaint received 2025-05-14 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: AZ

Complaint narrative:
Fax to BOA XXXX Claim # XXXX XXXX Amount {$330.00} Letter of explanation I RECEIVED LETTER dated XX/XX/XXXX, ( that I did not receive in the mail until XX/XX/XXXX and I called you on XX/XX/XXXX to talk with you as I was traveling on XXXX XXXX. I was shuffled around from XXXX, then to XXXX, then to XXXX then finally to XXXX..... 
In the letter is says that you were unable to approve my recent claim due to you confirmed my card was used for the charges. The chip was read, your PIN was entered and I signed for the merchandise. From XXXX XXXX on XX/XX/XXXX at XXXX at XXXX XXXX XXXX XXXX XXXX XXXX 
This is inaccurate. 
I was contacted by you that day and ask if I had charge {$550.00} XXXX times at XXXX am at Fry 's Grocery Store # XXXX store XXXX XXXX XXXX XXXX, XXXX, AZ I told you I did not make any of the XXXX charges. And you said, Ok, we denied charges at XXXX 's. 
My business credit card was in my possession the entire time. I don't even live in XXXX. I have never been to either store on XXXX XXXX which seem like that are near each other. I have never used a pin number for this card EVER. 
You said my card had been compromised and you were sending out a new card overnight. And that you would credit my account {$330.00} from the XXXX XXXX charge. 
The last XXXX charges before that were valid on XX/XX/XXXX when I was traveling in the XXXX XXXX. 
XXXX XXXX XXXX CO XXXX XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX CO XXXX XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX CO XXXX XXXX Please remove this charge from my account so I can pay an accurate XXXX bill of {$2500.00}. 
Thank you for your prompt attention to this matter. These were the instructions given to my by XXXX in CA. I told him I would not be paying this bill until resolved. He said ok and would make a note on the account. I have been a customer for over 15 years and always pay my bills in full each month both in business and personal accounts. And any disputes in the past have been handled properly. I am so disappointed in how this was handled. It's not up to your standards of the BOA that I know. 
XXXX -- -Jan XXXX, XXXX This faxed was confirmed that received it on XX/XX/XXXX XXXX to XXXX. 
Then I refaxed the above letter to them again on XXXX at XXXX to XXXX with this additional letter below. 

XX/XX/XXXX, XXXX ; XXXX pm Fraud claim # XXXX Complaint # XXXX Subject : Urgent Action Required : Mishandling of Fraudulent Charge Immediate Response Requested Fraud Department, I am writing to formally express my deep concern and dissatisfaction with Bank of America 's handling of my fraud claim regarding a {$330.00} charge made on XX/XX/XXXX at XXXX XXXX, XXXX XXXX XXXX, XXXX, AZ. 
On XX/XX/XXXX, I was contacted by your fraud division regarding XXXX fraudulent charges : XXXX at Frys Grocery, XXXX XXXX XXXX XXXX, for {$550.00} each ( totaling {$1100.00} ) at XXXX AM, and XXXX at XXXX XXXX, XXXX XXXX XXXX, for {$330.00} at XXXX AM. I immediately confirmed that I did not authorize any of these transactions. 

Despite this, I later received a letter dated XX/XX/XXXX ( which did not arrive until XX/XX/XXXX ) incorrectly stating that the XXXX XXXX transaction was legitimate because " the chip was read, a PIN was entered, and the card was signed for. '' This conclusion is completely inaccurate : I was in XXXX the day before ( XX/XX/XXXX ) which I made XXXX charges with my business card and had my card in my possession XXXX. 
I live in XXXX, not XXXX, and have XXXX and XXXX XXXX locations just blocks from my home. 
I have never charged {$550.00} at a grocery store let alone twice and I do not use my business credit card for grocery purchases. 
I have never used a PIN with my business credit card in 17 years of banking with you. I only have a PIN associated with my debit card. Check your records. 

If the XXXX charges were clearly identified as fraudulent, how is it logical that the XXXX XXXX charge made just XXXX minutes earlier on the XXXX XXXX was not? This defies both common sense and sound fraud investigation practices. 

On XX/XX/XXXX, after speaking with XXXX different representatives ( XXXX, XXXX, XXXX, and XXXX XXXX, I was instructed to fax a letter of explanation, which I sent on XXXX resent on XX/XX/XXXX at your request. I have confirmation that both faxes were received. 
On XX/XX/XXXX, I spoke with XXXX, who filed Complaint # XXXX and assured me I would hear back within XXXX business days. It has now been over a week with no follow-up. I called again on XX/XX/XXXX, spoke with XXXX, and was advised to email this department directly. 

As of today, the fraudulent {$330.00} XXXX XXXX charge remains on my account, improperly re-posted on XX/XX/XXXX. 

I am requesting the following : XXXX removal of the {$330.00} fraudulent charge. 
A phone call to me by XX/XX/XXXX at XXXX PM ET. 
A written explanation for the mishandling of this investigation. 

After over 17 years of personal and business banking with Bank of America, this experience is unacceptable and falls far below the standards I expect. 

If you have video surveillance showing I made this purchase, provide it. Otherwise, rectify this matter immediately. 

If I do not hear from someone by XX/XX/XXXX at XXXX PM XXXX, I will escalate this case to the XXXX of the XXXX XXXX and beyond. 

Thank you for your immediate attention to this serious matter. 

Sincerely, XXXX Since XX/XX/XXXX I have called BOA on XX/XX/XXXX and talked with XXXX. Was on hold for XXXX hours and no XXXX came on. I was told someone would call me back and that it was being forwarded to their direct leader. 

Called BOA again on XX/XX/XXXX and talked to XXXX in DE. He transferred me to XXXX in TX who said she was escalating this to XXXX and that she would call me back on XX/XX/XXXX at XXXX CT. She never returned a call to me. 

I called BOA again on XX/XX/XXXX and talked to XXXX in TX. She transferred me to her XXXX XXXX who told me it was under reconsideration and it would take up to 90 days. 

It was been 200 days since BOA called me about the XXXX fraudulent charges on XX/XX/XXXX and 140 days since XX/XX/XXXX when I faxed them the info after they denied the fraud claim. 
Please help me resolve this ASAP. Thank you! 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