Consumer complaint received 2024-12-16 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY

Complaint narrative:
On XX/XX/year>, I discovered unauthorized charges on my bank of america credit card account. The charges totaled {$430.00} and were made at XXXX. I did not authorize this transactions. 

I immediately contacted bank of american to report the fraudulent activity and dispute the charges. I was issued a new credit card number I also contacted XXXX on the same day to notify them of the fraud. These household and medication items were delivered to an old address associated with my account, where relatives still reside, despite me informing them that the charges were unauthorized. I spoke with a female representative who assured me that XXXX would issue a refund and stated that I didnt need to worry. I also told her that I didnt need the items, and they could send someone to retrieve them, I live in XXXX XXXX NY and there is no XXXX XXXX within reachable distance I can go. This charge also included delivery fee {$12.00} and driver 's tip {$41.00}, I would never pay for someone XXXXo drive this far to deliver when there is always free shipping. Despite calling several times afterward, every representative I spoke to repeated the same response : " Don't worry, we will refund you. ''. 
On XX/XX/year>, I received a notification from Bank of America that my fraud dispute was denied. The reason cited was that the items were delivered to the address on my account. I called Bank of America again, stated again that I did not make the purchase and had never authorized the delivery. I also reiterated that I had requested XXXX to retrieve the items, but no one had followed up with me. 

The letter from Bank of America also mentioned that the IP address used for the transaction was located in XXXX, FL, while I reside in XXXX, New York. I have never been to XXXX, and I believe this clearly demonstrates that I did not make the purchase. I'll upload XXXX PDFs that is my New York State XXXX program ( food stamp ) transactions history, showing that I was in XXXX New York on XX/XX/XXXX and XXXX XXXX. 

Despite several follow-up calls, Bank of America insisted that since the items were delivered to the address on file, I was responsible for the charges. This is not only illogical but also unfair, as I did not authorize the purchase and the delivery. So Anyone can drop goods in front of the door and force me to pay, this is really not making any sense, and I am not protected by Bank of America. 

On XX/XX/year>, I called XXXX one final time and spoke to a male representative. He assured me that a fraud report would be filed, and I would be refunded. However, after the call ended, I received an email from the XXXX customer representative stating that they could not issue a refund for this fraudulent orders and advised me to dispute the charges with my credit card company. I will also upload this email as PDF as well I believe XXXX website was hacked, allowing the fraudster to obtain my old address and credit card information. Since this was a result of a security breach on their website, I should not be held responsible for these fraudulent charges. 

Lastly, I have XXXX XXXX XXXX XXXX XXXXXXXX, XXXX, XXXX, XXXX XXXX XXXX, all these store around me with 5 to 10 minute distance, I don't need to order those household items from XXXX and pay for dlivery fee and driver 's tip. 

Again, I did not authorize this purchase, please help

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