Consumer complaint received 2024-02-03 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: CA

Complaint narrative:
RE : Bank of America XXXX XXXX about a XXXX fraudulent charge made to my Bank of America credit card XXXX in XXXX  To Whom it May Concern at the Claims Research Department of Bank of America : I am writing to contest a fraudulent {XXXX purchase made to my stolen Bank of America credit card XXXX ending in ****, on XXXX XXXX, XX/XX/XXXX. 

Summary Four of my credit and debit cards were stolen from a bag in my parked vehicle on XX/XX/XXXX, and ~ {XXXX} in total fraudulent transactions made. My Bank of America Visa Card ending in **** was among those stolen, and one fraudulent charge in the amount of {$100.00} was made to the card, with other charges being automatically declined after I responded No to a BofA fraud alert text message. 

I filed a XXXX Police Report & FTC Identity Theft report following the thefts and provided my notes and investigation information in detail to Bank of America. 

My original XXXX claim that was submitted on XX/XX/XXXX was denied. I called Bank of America XXXX times between XX/XX/XXXX and XX/XX/XXXX about the status of my claim. As of XX/XX/XXXX, I still have not yet been credited back the XXXX. 

I am still requesting a credit for the {XXXX} that was fraudulently charged to my XXXX card on XX/XX/XXXX. 

Description of Events I was visiting the XXXX XXXX XXXX at the XXXX  end of the XXXX  XXXX in XXXX, WA on XXXX morning, XX/XX/XXXX, and parked my vehicle in a spot close to the entrance around XXXX XXXX. When I returned to my vehicle shortly around XXXX on XX/XX/XXXX, after receiving mobile fraud alerts banks starting around XXXX XXXX, I observed my front passenger car window completely shattered and my backpack that I had placed on the front passenger floor missing. My backpack contained electronics, clothing, and a coin purse that I used to store my cash, credit, and debit cards. 

I placed fraud alerts and credit freezes on my credit file with the 3 credit bureaus : XXXX, XXXX, and XXXX on XX/XX/XXXX. I also filed an Identity Theft report on identitytheft.gov ( I provided this information to my fax to B of A ). 

I have included notes about my 16 calls to Bank of America below : BANK OF AMERICA XXXX XXXX Department - XXXX Claims Department - XXXX ( XXXX XXXX  ) Main Support Line - XXXX Bank of America XXXX XXXX XXXX XXXX XXXX in response to Did you authorize activity? text message fraud alert on XX/XX/XXXX at XXXX, which blocked card * Called XXXX on XX/XX/XXXX at XXXX XXXX ( XXXX mins - on hold, no contact ) * Called XXXX on XX/XX/XXXX at XXXX ( XXXX mins - on hold, no contact ) * Called Claims at XXXX on XX/XX/XXXX at XXXX ( XXXX mins ) On XX/XX/XXXX - Received provisional credit * Called XXXX on XX/XX/XXXX at XXXX ( XXXX mins - on hold, no contact ) * Called XXXX on XX/XX/XXXX at XXXX ( XXXX mins ) * Called XXXX on XX/XX/XXXX at XXXX ( XXXX mins ) * Called XXXX on XX/XX/XXXX at XXXX ( XXXX mins ) * Called XXXX on XX/XX/XXXX at XXXX ( XXXX mins - on hold, no contact ) * Called XXXX on XX/XX/XXXX at XXXX ( XXXX mins ) * Called XXXX on XX/XX/XXXX at XXXX ( XXXX mins ) - On XX/XX/XXXX, I was charged XXXX  again after my claim was denied. I called to re-open my claim. 
* Called XXXX on XX/XX/XXXX at XXXX ( XXXX mins )- I called the B of A Claims Department hotline back on XX/XX/XXXX at XXXX XXXX  regarding my original XX/XX/XXXX claim that had been denied. The first agent was able to view the closed claim but could not re-open it. He transferred me to another Claims line, and the second Rep was able to re-open the claim. I provided the second Rep with the XXXX Police Report #, the XXXX Police XXXX XXXX, as well as the FTC report #. She provided the following claim # : XXXX. She also provided the following fax and mailing address for the Claims Resolution Department : Fax : XXXX, B of A Claims Research, XXXX XXXX XXXX, XXXX TX XXXX. I faxed in a XXXX page document to XXXX with my statement, the XXXX Police Department report, and the FTC report on XX/XX/XXXX at XXXX PT via Dropbox Fax. 
* Called XXXX on XXXX at XXXX XXXX  ( XXXX mins ) - Spoke to agent from Fraud Department who recommended I reach out to Claims. Said he could not issue provisional credit. 
* Called XXXX on XX/XX/XXXX at XXXX ( XXXX mins ) - Spoke to XXXX XXXX? ), who provided the XXXX XXXX number and said she handles only new claims. She also said she would research the issue and get back to me. 
* Called XXXX on XX/XX/XXXX at XXXX XXXX  ( XXXX mins ) - Spoke to agent who said she could not issue provisional credit. She instructed that I call back to receive credit for any interest payment for the {$100.00} fee. Initially put me on hold to speak to a supervisor, then instructed me that all supervisors were off work, then said Claims is XXXX but XXXX is XXXX hours. I mentioned I would wait for the supervisor. She then transferred me to XXXX. I spoke to XXXX, supervisor of fraud claims, who could not issue a provisional refund but entered notes to see if he could escalate my claim. 
* Called XXXX on XX/XX/XXXX at XXXX XXXX  ( XXXX mins ) - Spoke to a general agent who informed me that the Claims department was closed. He checked my claim and stated that it was still pending. He then added another note to my dispute that I had called to check the status of my claim. I inquired when my dispute would be processed and he did not know. He stated that claims usually take 45 days to process and was unsure why my claim has been open for over 60 days. He was not able to offer any additional assistance.

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