Consumer complaint received 2024-03-04 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Incorrect information on your report — Information belongs to someone else
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA

Complaint narrative:
To whom it may concern, Im currently in the middle of a fraud dispute with Bank of America on multiple credit cards on my account. I finally spoke to representative named XXXX XXXX who is in executive escalation and is assisting with my investigation. This is very first time in over a year in a half that my dispute has been open that I even reached this department. In the past my dispute was being rejected with auto message without looking into complexity of issue or ever reaching deciding department. My whole process is inconsistent one persons hears one side of story notes account looks into it and then its another rep does the same thing now its missing part of the same story. Its very hard to have resolution with no point of contact to even speak to resolve, and I cant reach this department who makes the decision because they don't take inbound calls. So finally after year in a half I'm reaching a person in the very department that makes the decision makes me think my investigation wasn't being taken serious. Now they have been threatening to charge off my account while the matter is being investigated. Can we please come to resolution before charging my accounts off that are fraudulent and in question. They balances are continuing to increase and gain interest. Not once have they even at the minimum considered a partial repayment or to discuss alternative solution. They have just been ignoring my pleas not caring how this will damage my credit reputation and Im not this kind of customer with any institution. The scammer who did this is not missing any sleep, not financially responsible, probably doing this to someone else, I really need a fair resolution. I'm not saying its BOA fault but other banking institutions even called me to tell me i was a victim of someone having remote access to my phone from they had fraud department at XXXX XXXX that notified me about this and returned my funds and closed my accounts and gave me new ones. I was also instructed go to XXXX  to do a hardware reset. 

As I stated I have a XXXX credit score and no credit blemishes whatsoever. I'm a victim of elaborate scam and because they did a good job I'm being left with 100 % of the responsibility which isn't right. I even paid all he cards while the dispute was going to show good faith until the charges became too much to float and run my business. I paid the balances of over XXXX even when scam was going on cause i didn't know or see the individual charges. I was just having my employee keeping up with the bills keeping them current as we grow. Now i pay all my bills myself and look thru individualized statement not just total amount. I run a small business and we do the best we can i have multiple businesses projects, credit relationships, employees, its a lot to keep up with and this went under my radar because of nature of business and investing we do. I'm just asking for some grace with this I wouldn't have been able to be scammed without my Bank of America card that is why I'm pleading with you guys not to ruin my financial reputation over something i didn't do despite how good the thief was. I just don't feel like i should be the only one that is feeling the effect of this I'm well aware now of BOA timeline for fraud reporting policies etc. but these criminals came after me and it worked now " only '' me is at fault. 


Bank of America is looking at this as how big of a loss it is to them. However I'm no where close to the bank in revenue and they aren't realizing this is ruining my business and credit relationships with other lenders. I feel like the bank isn't taking this serious or even looking into this. I didn't make these charges I've been adamant about that. I'm also being held responsible despite not actually doing the charges because a criminal found a way to go under the radar use my credit cards to finance there scheme and then don't have to worry about being held responsible cause its fraud and they don't care that's customers issue not theirs. I've gone thru all the steps called the merchants in question looked up the merchants charges on my account disputed with them too. I even found one merchant was even arrested for fraud ( XXXX XXXX ). {$8000.00} charge in a city i have never been too maybe went through there or restaurant i have never eaten at. The other merchants XXXX and XXXX agreed they weren't my accounts and shut them down based on address accounts were registered under and names. However they wouldn't give me access to account or to get any information of who individuals were because of privacy and technically i didn't setup account even though they were using my cards. 


This is unique situation and I'm just asking for some leniency due to the timeline and complexity of matter. I just don't believe it's a good solution for either of us that the criminal who commits the fraud against me and banking system gets away and ruins the responsible customers finances due to a good ploy to steal that is successful I get you dont want anything to do with this but I find it hard that no one has reviewed this and came back to connect with me or try to sort this unique situation out. I just feel like all the departments are just playing keep away and its my financial reputation and credit at stake. Without having this Boa product this couldnt have happened thats why Im asking for some empathy in finding some resolution.

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