Consumer complaint received 2024-08-21 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: OR

Complaint narrative:
I just learned that B of A has not done a full or legit investigation into my fraud case that was committed upon my XXXX with them, XXXX XXXX -- as they put back the fraudulent charges on to my card without giving me any real reason as to why they did this. Approx {$9600.00} worth of charges were committed on my card that apparently was stolen in late XXXX in XXXX XXXX Oregon XXXX Since I rarely use this credit card, I first learned of the huge amount of fraud that was done in XXXX  XXXX, XXXX XXXX, when my XXXX statement came to me via email, around XXXX XXXX. I immediately called B of A to report this fraud and stolen card, contacted all three credit bureaus to notify them of the fraud, and made a police report of the fraud with the XXXX Police XXXX, with XXXX XXXX XXXX, and gave the case # to B of A, the first time shortly after. I was working in Oregon during the entire time of the fraudulent charges that were made in many cities in XXXX  Since I rarely have used that B of A card, and this major spending spree happened in a state I don't live in or have not been to in months, I am shocked that B of A didn't notify me of this major spending spree. I explained all of this to B of A Fraud Team... And it's very apparent that more than XXXX criminal was using my card as there were repeat charges at gas stations, XXXX after the other, so that's really strange. I thought this fraud case was closed as the fraudulent charges were taken off my account in XXXX, and remained off except for around {$400.00} worth, until I just received my XX/XX/XXXX statement via email -- stating that my new balance was over {$14000.00} ( from what should have been {$5100.00} or so ) -- and most of the fraudulent charges were put back on my card, sadly. I had not received any notice or info that a real investigation was made, or properly done. I called the B of A XXXX XXXX again on XXXX XXXX to ask for an immediate re-investigation into the original fraud on my card, that happend in Washington where I wasn't and no one I know was given permission to use my card there ( had spoken to them on many occasions since XXXX and recently on XX/XX/XXXX ). The B of A Fraud Rep, XXXX, at XXXX, told me my fraud case was not handled properly and that I had good reason to be very upset. She said I should have been given a FAX # of XXXX back in XXXX, to submit documents that would prove my locations of work and residence in XXXX, Oregon. I can easily prove I was working in this area, doing contract work, and I was focused on doing my iXXXX XXXX XXXX XXXX XXXX with the XXXX XXXX Oregon during this period also ( in Oregon ). Since I rarely would use my B of A XXXX, I hadn't missed it or didn't have reason to believe it had been stolen back in late XXXX. The last time I used this XXXX was at a local cafe by my XXXX home, at XXXX XXXX, for a {$4.00} purchase of coffee. Apparently, my XXXX was picked up at the cafe by a criminal ( or near there ). I called the owner of the cafe, XXXX, around XX/XX/XXXX, to give him a heads up that he XXXX have criminals around his business and to let him know what happened to me and my B of A XXXX -- almost $ XXXX of fraudulent charges were made on my card without my knowledge or consent of any kind. I am very concerned that now I again have my B of A XXXX over the limit by over $ XXXX again, and that B of A will report this false balance due to the fraud charges, at $ XXXX, and will compromise my excellent credit once again ( as they reported the fraud balance to the credit bureaus for some reason even though I asked them not to back in XXXX and they took the {$9600.00} fraud charges off my card while an investigation would happen in XXXX ). Finally, my actual XXXX balance of $ XXXX ish showed up and the close to correct balance was reported to the bureaus by around XXXX so my credit went back up XXXX points, where it was before the fraud problems. Cut to XX/XX/XXXX, today, I have no idea what the re-investigation by B of A will turn out. XXXX in the Fraud group said it will take another 45 days for them to clear my account of the fraud I clearly didn't do in XXXX ( and I didn't give my XXXX to anyone to use anywhere, in Oregon or XXXX, nowhere as it was found to be stolen back in late XXXX, in Oregon ). Since this B of A XXXX fraud case was so mishandled, and B of A didn't notify me of MANY large charges that were made on my XXXX in a state I don't live in or go to often at all, I am really upset. My other financial institutions call or text me asap when there is every any unusual spending on my credit cards, etc. B of A is negligent in noticing the XXXX  state charges going back to late XXXX, and didn't notice the large fraud charges on my XXXX at all until I called them around XXXX XXXX when I got my statement. I was very surprised and freaked out to learn almost $ XXXX of criminal charges had been made on my B of A XXXX without getting any alert from B of A the entire spending spree. I was also shocked to find that B of A came back to me this week, XX/XX/XXXX to reflect the fraud case had not been investigated really, and that they didn't want to actually resolve the fraud with the criminal who went nuts and charged almost $ XXXX on my good standing credit card, with excellent credit ( close to XXXX normally ). It is very clear to anyone looking at my XX/XX/XXXX statement, that a criminal or more stole my card in Oregon and went across to XXXX  and traveled through the state using my XXXX. I didn't give anyone permission to use my card here or there, at any time. I wasn't present to make the almost XXXX charges all around XXXX XXXX in fact. B of A is claiming that I was present just because the criminals/fraudsters were using my card ( or got away with using it ). I didn't sign any of these fraudulent charges, it is clear if the records are looked into properly, or for real. It appears that B of A has mishandled my fraud case, completely. I have no proof of any fraud investigation that was actually done. For some reason around {$400.00} of charges made in XXXX were credited to my accound ( many smaller charges ), and most of the XXXX fraudulent charges were not taken off my account, again ( the second time ). I am not in a position to pay for any fraudulent charges, of the $ XXXX $ XXXX that was criminally charged to my B of A XXXX. I can prove I was working in Oregon during the entire fraud crime period in XXXX, May 27-June 19 ( approx ). I have many date and location stamped photos from my cell phone to show I was in Oregon this entire time. I have proof to show I was immersed in my XXXX XXXX XXXX program as well, in Oregon ( photos with date and location stamps from class studies, etc. ). It appears that B of A is in dispute with the XXXX merchants over the fraud charges that were made on my XXXX, and so are coming back to me instead of the merchants. They could have called me to request my location whereabouts, or talked to my employers and teacher as well. They could have called the XXXX Police XXXX I reported the original crime of fraud to around XX/XX/XXXX and they didn't. I have provided my case # to them, a second time recently, in fact. I'm not sure they ever documented any info I ever gave to them around the original crime was found out in XXXX. I have no idea why B of A is expecting me to pay for fraudulent charges that were made on my XXXX in a different state, at all. I feel as though I have been totally disregarded and have been treated poorly as a longtime B of A customer, overall. And as an honest person who has excellent credit, etc. Any credit analyst can see my profile and spending habits don't fit the fraud charges in any way at all, also. For example, at some points, there were several gas charges made at XXXX business and they were clearly going from town to town, making thousands of dollars of criminal charges ie $ XXXX often. I hope this fraud case on my B of A XXXX can be resolved for good, as I am not responsible for this crime in any way whatsoever. I should not be put through another fraud investigation by B of A if they aren't actually going after the criminal ( XXXX ) in XXXX  or are not seeking my evidence to prove I was in Oregon the entire time of the XXXX also. I appreciate whatever you can do to hold B of A XXXX to account and so I don't have to suffer another 45 days of grief, and compromised credit, and feeling like my rights have been trounced upon as a reputable credit card holder with excellent credit, etc.

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