Consumer complaint received 2024-10-27 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: WA

Complaint narrative:
Hello, I am a Bank of America customer and I have had a credit card line with them since XXXX, XXXX. I had credit card fraud committed on XX/XX/XXXX. My bank denied my claim ( and its appeal ) and I am filing this complaint in connection therewith. 

On the evening of XX/XX/XXXX, my card ending in XXXX was used fraudulently for a series of transactions totaling {$1200.00} ( all statements of transactions from my bank 's end are attached ) : XXXX. XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX, XXXX, WA XXXX ) : {$380.00} XXXX. XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX, XXXX, WA XXXX ) : {$76.00} XXXX. XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX, XXXX, WA XXXX ) : {$8.00} XXXX. XXXX XXXX ( XXXX XXXX XXXX XXXX, XXXX, WA XXXX ) : {$93.00} XXXX. XXXX ( XXXX XXXX XXXX XXXX, XXXX, WA XXXX ) : {$17.00} XXXX. XXXX ( XXXX XXXX XXXX XXXX, XXXX, WA XXXX ) : {$77.00} XXXX. XXXX XXXX ( XXXX XXXX XXXX XXXX XXXX, XXXX ) : {$36.00} XXXX. XXXX XXXX XXXX ( online ) : {$110.00} I was informed by my bank on XX/XX/XXXX at XXXX am through email that there has been suspicious activity on my card ( email can be provided ). On waking up, I immediately called the bank and blocked my card ( email can be provided ) and I filed a fraud claim ( number XXXX ). I want to stress that during this call, I was not told by the representative that I would have to do my own investigation for this case. 

The card ending in XXXX was physically present with me through XX/XX/XXXX and XXXX and through the night when these transactions took place. The last purchase that I made with the card was for a XXXX test that I purchased on XX/XX/XXXX at XXXX ( transaction attached ). I took the XXXX test on XX/XX/XXXX, I tested positive ( message screenshot attached to confirm my testing positive ) and isolated myself entirely after. Had I been told that I needed to provide evidence for the case, I would've taken a photo of the card being present with me. Instead, I destroyed my card. 

My bank finished investigation of my claim on XX/XX/XXXX and denied my claim for {$1100.00} with the message " 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. '' I filed an appeal immediately after and the bank finished its appeal process on XX/XX/XXXX with the same decision and message. 

I have also filed a case with the XXXX police department ( confirmation number XXXX ). When I tried to get footage from the above mentioned merchants to make my case to the bank, they did not release it to me saying that they only release it to the XXXX bank under an investigation or because they only keep footage for 24 hours for customers. In my interactions, I went to XXXX XXXX XXXX XXXX XXXX XXXX, XXXX and XXXX XXXX XXXX XXXX. My most recent interaction was with XXXX XXXX, a security manager, from XXXX XXXX XXXX XXXX located on XXXX XXXX. 

I have repeatedly called up Bank of America stressing that I did not use my card at these locations. I want to urge the following points : XXXX. Other than XXXX to fill gas, I have never shopped at any of the other stores. 
XXXX. I did not step out on XX/XX/XXXX after I tested positive. 
XXXX. I have not authorized anybody else to ever use my credit card. I do not know how the fraudsters obtained my card details. 
XXXX. I have never used my credit card for such large purchases all in XXXX evening. 

I am filing this claim with the CFPB since I have exhausted all other channels with my bank. Since my fraud claim, my credit score has also dropped by over XXXX points. I have been a responsible financial user and these events have been very detrimental to my overall financial health. 

Thank you.

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