Consumer complaint received 2024-10-10 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: OR

Complaint narrative:
XXXX I saw a Balance transfer from my credit card to a XXXX XXXX card in the amount of {$13000.00}, plus a transaction fee of {$410.00}. As we have no XXXX XXXX account and had not made any such transaction, I called our banking institution, Bank of America, to dispute the charge. 
The representative I spoke with said they couldnt reverse the transfer as it appeared to have been processed, but he said that B of A would flag it and when the XXXX XXXX account tried to access the funds, B of A would recognize it as fraud and not pay it. This explanation was a little unclear to me. The rep did not say he was closing my account or initiating a dispute. 
XXXX After thinking about this, I became concerned that not enough had been done, so the following day I called B of A again. The representative I spoke with this time agreed that more should be done, so she initiated a fraud dispute and closed my credit card, then said she would send a new card. I received that card about a week later. 
The fraud dispute was denied about a week later ( XX/XX/XXXXXXXX ) because B of A determined the transaction had come from one of my devices ( laptop, cell phone, etc ) XX/XX/XXXX I called B of A to get more info, and the representative said they could dig deeper and reopen the dispute. They did this, as evidenced by a notice on my account web page, but then about a week later the claim was again denied for the same reason as before. 
XX/XX/XXXX I again called B of A to reiterate that we had not made this transfer. I was again transferred to someone in the Credit Card Fraud department. I asked what I could do to further pursue my claim. I think the representative said I could try talking to someone at XXXX XXXX. 
XX/XX/XXXX I went to a local XXXX XXXX branch and explained my situation. The teller said there was no record of a card with my name on it, and no indication that my social security number had been used to open an account with them. She also said that there had recently been a big hack of some agency in which a lot of personal information had been compromised. She recommended contacting the credit reporting agenciesXXXX XXXX XXXX XXXXXXXX opening accounts with all of them, so I could monitor my credit reports and freeze my accounts so no one could use my information to open any other accounts. 
XX/XX/XXXX I did all the things the XXXX XXXX teller recommended. I also looked online for solutions and saw recommendations to file a police report and contact the Consumer Protection Financial Bureau. 
XXXX I called the XXXX Police Bureau non-emergency number and filed a police report. The detective I spoke with filed the report and gave me a case number. He also recommended contacting the credit reporting agencies. 
XXXX I again called the B of A Fraud Dispute number ( XXXX ) to ask how to pursue the claim further. The representative said I could request to see the documents they used to reject my claim, which I agreed to. He said he would send these, which could take a week. I also told him that I had filed a police report, and he then said he would re-open the claim and include the information about me filing the report. He also apologized for the misinformation I was given by the very first representative I spoke with on XXXX. He agreed that a claim should have been instituted then. I asked how this could have happened. He said if someone had access to my information online they might have been able to access the IP address of my device. I didnt understand exactly how this happens, but? I unfortunately didnt get this representatives name, but from this point on, I will. 
XXXX As I was not seeing any notation that my claim had been re-opened when I looked online, I again called B of A at XXXX Fraud Services and spoke with XXXX in XXXX. He said the re-opening of the claim on XXXX got stuck in the system and wasnt quite completed, which sometimes happens. He also apologized and said, I will finish doing that for you. He said it could take up to 45 days before a determination is made, and that no credit would be issued to my account in the meantime. 
XXXX I still see no evidence that B of A has re-opened my claim. I once again called and spoke with XXXX (? ) in XXXX  at Fraud Services. She reviewed my file, and when I asked why the claim hadnt been re-opened she suggested I could file a police report. At this point I was getting extremely frustrated, and told her that I HAD filed a police report and the previous rep ( XXXX XXXX had taken all of that information already. Why was it not in my file? I said its as if no one at B of A is following through on the things they say they are going to do, or taking any responsibility for their role in this process. XXXX did say she was re-opening the claim. I asked her how I would know that that had been done, and she said she was sending me a letter or email (? ) to that effectHowever, 6 hours later I still see no evidence that this has been done.

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