Consumer complaint received 2024-09-19 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX

Complaint narrative:
On XX/XX/year>, I was defrauded by a criminal posing as a representative of Bank of America XXXX XXXX department, which resulted in the fraudulent charge of {$8000.00} to my credit card account. The criminal claimed to be XXXX XXXX and called from the phone number XXXX. He said it was his direct line. By XXXX XXXX, I could not get a hold of him so called Bank of America Customer Service and explained to a representative the situation. It was at that time she informed me I had been defrauded. I had never experienced such severe theft on my account, and this representative assured me that they would take care of the problem. I was already in a desperate situation, so I trusted that Bank of America would guide me through the process of getting my money back and believed the representative 's assurances that they had my best interests in mind and would ensure this charge was removed. Due to such an assurance, I was relieved and went ahead and filed a report with the FTC. From my conversation with the rep, I let them take care of the process since that is what they told me they would do. By XX/XX/XXXX, Bank of America notified me that my fraud claim had been resolved. When I checked my bank account, I discovered that the claim of fraud was resolved in favor of the thieves. I immediately called customer service, since that {$8000.00} is financially devastating, especially in light of my father 's deteriorating medical condition. I spent no less than XXXX hours on the phone with Bank of America representatives from multiple departments including fraud, credit card, a customer service. They kept transferring me to different departments whenever I would tell them what happened to me. Each time I had to sit through an automated voice that never once sent me to the right person, and each time I got a person on the line, they essentially said they couldn't do anything and transferred me to a different department. I kept getting transferred to credit and then to fraud and then to claims and resolutions and back to credit and back to fraud and back to claims. Each and every time I was thanked for being a " valued customer '' for over 18 years, but I never got a straight answer as to what I should do on my end. I had to piece together myself what I should do to protect my bank account since literally no representative from any department could adequately answer my questions or address my needs. The representatives I spoke with were sympathetic and tried their best to help me, but none of them could, even as I desperately plead to be transferred to someone with the authorization to save me from this theft that would put me in total financial disrepair. Over the course of the back and forth, I further discovered that there would be a {$500.00} fee associated with managing the {$8000.00} fraud. I was never informed about this until I had to spend XXXX hours of my life trying to resolve this. If Bank of America again decides in favor of the criminals, I would also have to pay Bank of America this {$500.00} charge for dealing with the {$8000.00} dollar theft. I am once again appealing the claim, but I don't have much hope that Bank of America will restore my stolen money. I am greatly concerned that Bank of America will be biased against my claim upon receiving this complaint. Based upon my experience, I can not trust Bank of America to have my best interests in mind, or help me in a desperate financial situation in which I, their " valued customer '' am the victim.

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