Consumer complaint received 2025-02-14 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: ME

Complaint narrative:
this is an issue with a fraudulent charge on my credit card. I submitted a dispute for the fraud with Bank of America. Bank of America fraud protection took the following information from me to initiate an investigation but decided not to honor the fraud protection and reverse the charge. 

XX/XX/XXXX I spoke with XXXX XXXX a sales rep at XXXX XXXX about purchasing bulk fuel for a XXXXXXXX XXXX that we own. He sent me a quote for XXXX fuel delivery at XXXX XXXX gallon. On XX/XX/XXXX, I scheduled with him to have XXXX gallons of XXXX fuel delivered. I asked what the lead time was and was told, XXXX hours was all he needed for notice. I expressed to that I needed it delivered before Friday XX/XX/XXXX which was 4 days away and well within that window and he assured me that it would be delivered in time. XXXX day on Friday XX/XX/XXXX, XXXX still had not been delivered and I called to find out what time we should expect it that day as we were running low and did not want to run out. He checked in on it and told me that there had been an error on his dispatchers end with dispatching and that it had not been scheduled. I expressed my displeasure with the situation, explaining that this is not the way to begin a business relationship and that my business depends on not having these kinds of hiccups. I also asked you why I had already been charged to the credit card more than double what we ordered when I had not authorized a charge yet. I had ordered XXXX gallons which at XXXX XXXXXXXX would have been {$1400.00}, but the card had a hold on it for just over {$2800.00}. He said it was just a pre-authorization and that the difference would fall off after the fuel was delivered. ( I still question why it would be double ). He also told me that he " would make it right '' and get someone out to deliver the XXXX gallons of before the end of the day. I asked him again if he was sure he could get it done and that I needed to know if I should call another local supplier if he could not come through. XXXX XXXX the sales rep assured me that it would be delivered. At XXXX that day, I received a call from " XXXX XXXX who said he was from XXXX XXXX who said he would have the fuel delivered within a few hours. His driver XXXX did not show up until after XXXX and showed up in a pickup truck with a XXXX portable tank. ( also clearly not certified/licensed to bunker fuel over water ) To add to the aggravation, because he had a portable tank and not a fuel delivery truck with the correct equipment, he was unable to pump the fuel through the fill pipe and I had to remove an inspection cover to fill it from there. This took about XXXX minutes to accomplish. He made multiple trips to the local gas stations to ultimately provide XXXX gallons and did not finish until XXXX. It took him XXXX plus hours to deliver because he had the very small portable tank. All of which was XXXX XXXX fault not mine. Although it was a complete mess of a situation, it " appeared '' they had done your best to get the job done. I did not hear anything from XXXX XXXX with an invoice or any communication until XX/XX/XXXX. I chocked that up to the XXXX season. On XX/XX/XXXX, out of the blue I received an email from XXXX XXXX billing department with an invoice showing " paid '' in the amount of {$4100.00} detailing a price of XXXX XXXXXXXX which is not what I was quoted nor what I agreed to and certainly did not authorize. Additionally, to add insult to injury, XXXX XXXX billed me {$900.00} for XXXX hours of labor for the driver that they sent as promised to make it right for not having scheduled the delivery as they had agreed. Which I also did not authorize. XXXX XXXX billed the {$4100.00} to our credit card with-out authorization after having already billed me {$2800.00} previously. Their failure to deliver as promised created an emergency for them not for me, and I could and would have hired another local company if they couldn't deliver at our agreed upon terms. At no time did I ever agree to pay for emergency services. This is not only egregious, but it also amounts to fraud. On XX/XX/XXXX, I called the XXXX XXXX XXXX XXXX and expressed my displeasure. He stated that he was going to call the billing department and get back to me with a correction. I did not hear from him until the next day by phone and I had to call him. He said he was working on it and would let me know when the correction was completed. I never heard from him again. I called him on XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX and XXXX XXXX. I left messaged each time with no response. We emailed on XX/XX/XXXX, XXXX, XXXX and I believe again on the XXXXXXXX XXXX XXXX and have never received any response whatsoever. On XX/XX/XXXX I filed a complaint with Bank of America for XXXX and unauthorized charges and provided all of this information. Bank of America responded approximately 5 days later and denied our fraud claim because the invoice amount reflected the charged amount. The issue with that is that we never received an invoice until after XXXX XXXX had already charged our card which was unauthorized. The only amount authorized was {$1400.00}. I called Bank of America again that day and asked to reopen the investigation and explained to the manager at Bank of America all of this again and provided the emails that I sent to XXXX XXXX and a copy of their Quote and she personally agreed with us and submitted again to which I received the same response that ... the invoice reflected the amount charged. But the Invoice is as fraudulent as the charge itself, as XXXX XXXX did not send an invoice until after they had charged the card, and it was already marked as paid. Again ... I DID NOT authorize {$4100.00} to be charged on my card. I only authorized {$1400.00}

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