It’s 3AM and I just am so ragey right now I have to vent.
On Friday, May 9th, after a 6-hour flight to Boston, I turned on my phone and saw several text messages from Bank of America. There were suspicious charges processing on my checking account, and they wanted me to verify if they were authorized or not. While waiting in line to get off the plane, I called them (at the same time, someone at BoA was trying to call me according to my missed calls log). I spoke to a rep, verified that I did not recognize the charges, and was told that it looks like my debit MasterCard had been compromised. They would close the card, send me a new one, and take care of these charges (over $300).
A few days later, on the 12th, I check my account online and the fraudulent charge posted, along with a $9.66 Bank of America international transaction fee. WHAT! They had called me, and we verified it was fraud, so what the hell happened?
I get on live chat, talk to a rep who was clueless about the previous conversation but saw that the card was closed, and told me that I had to file a claim for the charge. I also noticed that there was a pending charge from the same merchant for $300+ more. I asked the Bank of America rep why they didn’t just deny the charge since I’ve already told them 3 days earlier that the charge was fraud. He told me there was nothing they could do until the charge posts. Don’t banks deny charges all the time??
He put in a claim for me, and a temporary credit for the amount and fee. He told me that the pending charge may not post, but if it does, they will automatically credit me and open another claim.
So now on the 21st, before bed, I check my account online and on the 19th there are TWO MORE $300+ charges from the same fraudulent merchant plus TWO MORE Bank of America international transaction fees. This is after two conversations with Bank of America, and 10 days after I already spoke with the fraud department and told them I didn’t recognize this merchant (I googled it and it’s some company in Nigeria). This is also 10 days after this card was supposedly closed so why is Bank of America continuing to give my money to a KNOWN AND REPORTED fraudulent merchant? What was the point of the texts and phone conversation on the 9th? “Hey, we noticed somebody is trying to take your money. We’re gonna tell you we’re on top of it, but in reality, we’re just going to let them take your money over and over and on top of that, charge you fees!”
I tried to call them again tonight but keep getting “Due to extenuating circumstances, we cannot take your call at this time.” I tried the Live Chat, but the person I got was more like a copy-paste robot. She basically ignored what I was saying and spent time explaining why I had those international transaction fees, giving me Bank of America’s policy on international transactions, totally missing the fact that THESE ARE FEES FOR KNOWN FRAUD CHARGES BANK OF AMERICA LET POST ON A CLOSED CARD. After I told her the fees are not the point, she told me to try live chat again after I contact the merchant for a refund. WTF. UGH.
I need to wait until 7AM to call them. For the record, I don’t know how this card got compromised. I never use my debit MasterCard for anything (I use my credit card for the rewards points). It’s just been very frustrating thinking that this had been taken care of twice. When I first talked to BofA, ZERO fraudulent charges had posted. Now, I’m out nearly $1000! It’s been such a joke!