Consumer complaint received 2024-11-05 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: CT

Complaint narrative:
On XX/XX/XXXX, I did a routine check of my credit card balances through Bank of America ( BoA ). During this check, I had noticed a suspicious pending charge from XX/XX/XXXX in the amount of {$590.00} on my Bank of America card ending in XXXX. After locking the card using the mobile app, I immediately reached out to the customer service fraud center at BoA to report this activity. The representative asked me several questions regarding this charge and I answered truthfully that I did not authorize and had no knowledge of this pending charge. The charge description showed that the event was called XXXX XXXX XXXX which appears to be an event that took place in XXXX in California based on a XXXX search. I had indicated to the representative, that I did not purchase any tickets for this event and did not give my card to anyone to do so. I never received any tickets or correspondence from this merchant. The representative assured me that this would be investigated and that the charge would be removed in the meantime. The representative said that they did not need any additional information from me at that time. The representative issued a new card ending in XXXX as expected in a case of possible fraud. I destroyed the old card in the meantime while waiting for a new card. The BoA claim ID is XXXX. 
On XX/XX/XXXX, I was sent a Bank of America email stating that the claim was complete, but Bank of America reversed their decision and re-applied the charge of {$590.00}. Bank of America indicated through the emailed letter that the charge was made on an approved device such as a cell phone or tablet. I immediately reached out to the Bank of America Fraud Center on XX/XX/XXXX for further explanation, but I was not provided any additional information outside of what was indicated on the letter. I went over the same details from the original call and was reassured that the claim would be reopened and more details will be provided under the original claim ID. I believe the representative also said that the charge would be removed again. As of this complaint that charge remains in place and I have received no new information from any Bank of America representative. 
While waiting for further feedback from Bank of America, I became more proactive and gathered more information on my end. The fraudulent transaction provided a contact website and phone number for a ticketing company called XXXX XXXX XXXX  I decided to reach out to their customer service on the evening of XX/XX/XXXX and spoke with a representative named XXXX. The representative was helpful and attempted to try and find more information about this charge. I provided my name, phone number, email, and the last 4 digits of the card that was charged. She was unable to find any transaction on their end matching any of my details. She agreed to send me an email confirming the phone call and also suspecting a fraudulent charge. 
The Bank of America credit card transaction details also state that the charge was made through the web ( credit card not present ). I only own two devices ( 1 cell phone and 1 laptop ). I only use the XXXX XXXX XXXX so I was able to retrieve my entire browsing history for all devices from the date of the charge. There are no web site visits to the ticketing company XXXX XXXX XXXX or any other ticketing agency. I also pulled up my XXXX location history that shows I did not travel on the date of the charge to California assuming the purchase was made for the music event in California. It should be noted that I have not traveled to California in at least 15 years. Bank of America will find no local California charges made in California during that time frame. 

I am concerned that Bank of America is accusing me of making a false claim of fraud, so I have reached out to my local police department in XXXX, CT and filed a report. I reiterated all the details to the officer assigned to make the report. The case # from the XXXX, CT Police is XXXX. 

I called Bank of America again on XX/XX/XXXX to see if there are any new updates, but still haven't received anything regarding this re-opened claim ID. The charge remains and the mobile app and website indicate the claim is still " complete ''. I did provide the police case number to the representative as new information. The representative says it is still pending but again reassured me that it will be resolved. I have greatly increased my BOA account settings and according to their website metrics, I am almost at the highest level of security to prevent unauthorized access. Bank of America had indicated in their claim denial that they considered my account history. It should note that I have been a Bank of America customer for roughly 20 years with 2 credit cards in active use. This was the first time that I have seen a fraudulent charge on either account and would hope that Bank of America would take this into account and remove this fraudulent charge as assured by several fraud center representatives. I am concerned that my accounts with Bank of America are not secure and have locked all BoA accounts with them for the time being.

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