I was recently the victim of credit card fraud. My number and some of my info was compromised and subsequently used to run up about $500 worth of online charges within a week's time.
This was on my Bank of America VISA Debit card. I reported this to Bank of America after verifying I still had the card in my possession an I was certain the charges were not mine. BoA immediately cancelled the card and issued me a replacement.
After a few days I was issued a temporary credit for the total, while an investigation was done.
About a month later I received a notice stating that my claim had been denied and the temporary credit had been reversed. I was furious. They gave me little or no explanation (the CSR I talked to was basically reading verbatim from some policy manual and could offer no explanation or details about my case). I pleaded with them to reconsider, at while point she said she could request the case be re-reviewed. She told me without any new information it would most likely be denied again.
The best reason I could get from anyone was that BoA investigators contacted a "few" of the merchants involved (They would not tell me which ones or even how many), and they were able to "verify my information". To me, this means that the criminal using my card had also gotten hold of my name and mailing address, obviously since that's generally required to get a charge approved.
Is this complete incompetency on the part of BofA? What are my recourses? I was not expecting this level of difficulty and felt covered by the VISA promise of "Zero Liability". I contacted VISA directly and pleaded my case to them, and after lots of back and forth I was forwarded to a Credit Card Fraud department which went to voicemail. I have not yet heard back from them 2 days later.