Consumer complaint received 2025-04-24 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: CT

Complaint narrative:
In XX/XX/XXXX, I realized my Bank of America credit card had been stolen, and multiple fraudulent charges were made between XX/XX/XXXX and XX/XX/XXXX while the card was not in my possession. I promptly filed a fraud claim, and {$1100.00} was credited to my account. At the time, I was under the impression that the matter had been appropriately resolved. 

However, on XX/XX/XXXX, XXXX months laterI received a notification that {$1100.00} of that credited amount was now being reversed. The reasoning stated was that the merchant provided documentation confirming you received the merchandise or service. No notice had been given that the claim was being re-reviewed, and this reversal was unexpected. 

Timeline of Requests and Bank Interactions : - XX/XX/XXXX : I filed the original fraud claim after discovering my card was stolen and fraudulent charges had been made. 
- XX/XX/XXXX : Without prior notice, Bank of America reversed {$1100.00} based on merchant documentation, which I had no opportunity to review. 
- XX/XX/XXXX : I called Bank of Americas Claims Department to : -- Emphasize that the card was not in my possession at the time of the charges.

-- Clarify that whether merchandise/services were provided is irrelevant, as the charges were unauthorized.

-- Ask for any merchant receipts used in the decision ( none were provided ).

-- Requested a re-review with a focus on the fraud aspect and the stolen card. 

XX/XX/XXXX : I received a second denial with the same generic reasoning and no new information. I immediately called again to : -- Request that this context be explicitly noted in the claim. 
-- Reiterate that I had not authorized the charges. 
-- Request that the claim be re-opened once more. 
-- Ask the associate to include a specific note that this was a fraud issue, not a dispute about merchandise quality or delivery. 

XX/XX/XXXX : I received yet another copy-paste notification stating that the merchant had provided documentation. Once again, no receipts or documentation were shared with me, and none of my points regarding fraud were acknowledged in the response. 

Why This Response Is Inappropriate : The entire rationale behind these reversals rests on merchant documentation. However, this completely ignores the central issue : I did not authorize these transactions and did not have physical possession of the card at the time. Whether a merchant claims goods or services were delivered is immaterial when the purchaser was a fraudster using a stolen card. 

Additionally, despite multiple re-reviews, each response I received was nearly identical in language, ignored the context I provided, and denied me access to the documentation allegedly used to make the decision. 

This experience has caused significant frustration, financial distress, and concern about the integrity of the banks fraud resolution process.

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