Bank of America Credit Card Complaint

Bank of America Credit card department,

Identity theft / Fraud / Embezzlement California

I 'm a 20+ year Bank of America credit card holder and have always been in good standing, used my account/card and made payment as agreed. On -/-/- was charged $1800.00 for an online transaction with - based -. On -/-/- and -/-/2020 the transaction was charged back in my favor, first by Claims Dept ( as if a Dispute ), then by Fraud Dept. My card ( ended - ) was then cancelled and a number card issued ( ended - ).


Then twenty days later ( on -/-/- ), Claims Department charged my new card ( ended - ) the $1800.00 and mailed me a form letter ( received on -/-/- ) stating that Bank of America had obtained documentation from - that I had ordered and received the subject merchandise, therefore I should be obligated to pay the full $1800.00. So I contacted the merchant, -, directly on -/-/- and learned from Customer Service Representative, - - that she found evidence on my account that a remote operator ( supposedly working on behalf of - ) on -/-/- had made a " alternate delivery request '' to - changing the shipping address to - -, - and on -/-/- a person in the - network named - - had changed the ordering party 's e-mail address from " -- '' to my e-mail address " -- '' ( after I had filed a complaint about a package arriving unexpectedly at my doorstep but for which I had NOT ordered! ) I was e-mailed a copy of the - - History where it clearly shows that the -/-/- item costing $1800.00 was NOT shipped and delivered to me at my - -, California residence. To be clear, I have never done business before with this - based merchant, - or any subsidiaries and affiliates, they would NOT have my name/billing/credit card information on file, nor am I on their mailing list, etc. When I reported all of this updated information to Bank of America, they said nothing could be done by the Claims Department, that this was a matter for Fraud Department to handle. Then I called Fraud and they said this transaction was a valid dispute between two parties and that the Claims Department would have to resolve it! In closing, I have never before failed a complaint with the CFPB, nor had reason to complain about what has been a 33+ year relationship with Bank of America . In writing this - I would like to be very clear - Bank of America 's Credit Card Customer Service has dramatically deteriorated in recent years and can even been traced to their massive acquisition of -. It now takes 20-40+ minutes to speak with live customer representatives, supervisor elevation is no longer real time, and there are unworkable " silos '' between Credit Card departments ( Claims vs. Fraud ) leaving the consumer account holder at risk and completely unable to resolve. ( I even involved my local Bank of America branch manager and he was told the same thing - it 's valid claim, not fraud. - - needs to pay his bills and do n't get involved, pass on helping him! ) I would like the CFPB to ask Bank of America to resolve this matter and also to investigate in good faith whether the involved merchant, -, knowingly and willfully provided misleading information to Bank of America on or near -/-/- claiming the subject transaction had been ordered by - - and physically received by him when the - - History and internal - transaction notes proved otherwise - even hinting at internal fraud! Respectfully Submitted, - - -