Consumer complaint received 2026-03-30 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY

Complaint narrative:
SUMMARY Bank of America denied my fraud claim for {$3500.00} in unauthorized charges on a brand new credit card ( Unlimited Cash Rewards Visa Signature, ending in XXXX ) that was never delivered to me and that I never had my hands on. Their own delivery tracking system confirms they can not verify the card was delivered. Despite this, they denied my claim with the reasoning that statements were mailed and payments have been made neither of which addresses whether I received or used the card. FULL TIMELINE I applied for a new Bank of America XXXX XXXX XXXX XXXX XXXX credit card account. The card ( ending in XXXX ) was created on XX/XX/XXXX, and shipped via XXXX XXXX on XX/XX/XXXX, to my address at XXXX XXXX XXXX XXXX XXXX, XXXX, NY XXXX XXXX The card was never delivered to me. I never received it, never activated it, and was never contacted by Bank of America to verify or activate it. Bank of Americas own XXXX XXXX ( updated XX/XX/XXXX ) confirms : We didnt receive a delivery status. Contact us if you havent received your card yet. The delivery status shows XXXX unavailable at XXXX XXXX of XXXX. On XX/XX/XXXX, I logged into my Bank of America account to check whether the card had arrived. I discovered XXXX unauthorized charges from XXXX in XXXX, Virginia ( {$1400.00} and {$1600.00} ). I immediately locked the card through the Bank of America XXXX and called Bank of America. On XX/XX/XXXX, XXXX more fraudulent charges had posted ( already seen the day before ) : XXXX Guys in XXXX, VA ( {$37.00} ) and XXXX XXXX in XXXX, VA ( {$480.00} ). At least XXXX of these charges posted after I had already locked the card, meaning the thief physically used the card in-store before the lock propagated. On XX/XX/XXXX, Bank of America issued temporary credits totaling {$3500.00}. On XX/XX/XXXX, they reversed all credits and denied my claim ( Claim # XXXX ), stating : We confirmed statements were mailed to the address you provided for this claim and payments have been made on the account. WHY THE DENIAL IS WRONG XXXX. Bank of Americas own system can not verify the card was delivered. Their tracking shows XXXX unavailable and We didnt receive a delivery status. They can not hold me liable for charges on a card they can not prove reached me. XXXX. I never activated this card. No one from Bank of America ever contacted me about activating card ending in XXXX. If it was activated, it was activated by the person who stole it. XXXX. XXXX impossibility : I live in XXXX, NY. All XXXX charges occurred in XXXX and XXXX, Virginia over XXXX miles away. During XX/XX/XXXX, I was at home with my wife and our newborn child. I have other bank transactions and records confirming I was in New York XXXX on those dates. XXXX. I reported the fraud immediately : I discovered the charges the same day they appeared, locked the card instantly, and called Bank of America to file the fraud claim. This is the behavior of a fraud victim. XXXX. A charge posted after I locked the card, proving someone else physically possessed and used it at a retail location. XXXX. Their denial reasoning is inadequate : Statements were mailed does not prove I received the card. Payments have been made does not authorize charges I did not make. Neither addresses the undelivered card, the lack of activation by me, or the geographic impossibility. XXXX. I have filed a report with the United States Postal Service regarding suspected mail theft/interception of the card. XXXX. My buildings mail room has security camera footage that XXXX show the card theft. I attempted to call Bank of America at XXXX to discuss the denial and request documentation, but was unable to reach anyone after waiting on hold for over XXXX minutes.

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