Credit card or prepaid card -- Problem with a purchase shown on your statement -- Complaint #4802795
Complaint Overview
Complaint ID: 4802795
Company: Bank Of America, National Association
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-Issue: Credit card company isn't resolving a dispute about a purchase on your statement
State: Arizona
ZIP Code: XXXXX
Date Received: 2021-10-12T12:00:00-05:00
Date Sent to Company: 2021-10-12T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Submitted Via: Web
Tags: Servicemember
Consumer Narrative
Both my BofA and XXXX credit card numbers were stolen on Wednesday XX/XX/2011. On Monday XX/XX/XXXX approximately ten fraudulent charges hit my BofA credit card and two hit my XXXX credit card. All were online purchases to XXXX, XXXX XXXX , XXXX, and XXXX XXXX . All told, approximately $ XXXX was charged to both cards. On XX/XX/XXXX we had movers with XXXX XXXX XXXX XXXX XXXX collect our household goods for a move to XXXX. I used both cards to pay the $ XXXX moving fees. The driver did not have the capability to swipe my cards and had us write my credit card information on the invoice. He also took front and back cell phone pictures of both cards. He said it was procedure. I was not comfortable with this, but by that point the deed was done. On the XX/XX/XXXX BofA alerted me to a series of unauthorized charges. I had a suspicion it was from someone with the moving company, though I was not sure. Shortly thereafter XXXX alerted me to unauthorized charges. Though I can not *prove* it was someone at the moving company, it is the only entity that obtained both of my credit cards. As charges occurred simultaneously, this is the only thing that makes sense. I contacted XXXX XXXX with Quality Control, XXXX XXXX XXXX XXXX XXXX. She took the relevant information and started an internal investigation. I do not know the status of her investigation. She is at ( XXXX ) XXXX, XXXX. XXXX resolved all of the fraudulent charges. BofA resolved all of the non-Lowes charges including {$3000.00} to XXXX XXXX and {$71.00} to XXXX XXXX, but denied a charge for {$1700.00} and {$210.00} made to XXXX online, stating that " based on your account history, this charge is consistent with previous charges with this merchant. '' On Saturday XX/XX/XXXX I made a POS purchase from my local XXXX XXXX in the amount of {$42.00}. Because this was a Saturday the bank did not process the charge until Monday XX/XX/XXXX, the day the other fraudulent charges occurred. Because of this -- and despite me clearly instructing the bank not to do so -- the bank lumped this legitimate POS charge into my fraud claim, then denied the entire claim based on this one, legitimate purchase. I have asked the bank to review the claim again without the legitimate POS charge but again, based on this one charge, denied the entire claim.
Frequently Asked Questions
What is Complaint #4802795 about?
Complaint #4802795 was filed against Bank Of America, National Association regarding Credit card or prepaid card specifically about Problem with a purchase shown on your statement. It was received by the CFPB on 2021-10-12T12:00:00-05:00.
How did Bank Of America, National Association respond to this complaint?
The company responded with: "Closed with explanation". The response was not timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card or prepaid card) and describe your issue in detail.
Can I see other complaints against Bank Of America, National Association?
Yes, visit the Bank Of America, National Association company profile at readthecomplaint.com/company/bank-of-america-national-association to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.