Consumer complaint received 2026-04-08 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: WA

Complaint narrative:
I. Background Over approximately a one-year period, my account number was used without my authorization to make approximately XXXX small-dollar purchases bearing merchant descriptors such as " XXXX XXXX '' and XXXX XXXX XXXX. '' During the same period I had over XXXX legitimate XXXX transactions on the account, which made the fraud difficult to detect and required hours of line-by-line reconciliation against my XXXX order history to identify. Once I identified the fraudulent charges, I immediately called Bank of America, reported the card stolen, and was issued a replacement number. I then called back to report the specific fraudulent transactions. I asked whether I could submit the list in writing and was told no. I read all XXXX transactions to a representative by phone. After I had finished, the representative told me the system had a XXXXtransaction maximum per claim and that everything I had just dictated had been lost. I repeated the list. The representative then told me she could only file XXXX batch and that I would have to wait for the first batch ( XXXX transactions ) to be resolved before reporting the remaining transactions. XXXX. Improper reversal of fraud credits Approximately XXXX to XXXX months later, I discovered on my statement that the credits for the first batch of fraudulent transactions had been reversed. I was told by a Bank of America representative that the reversal was based solely on the merchant descriptor containing " XXXX '' and that, because I had legitimate XXXX activity, the bank had decided the disputed charges were also legitimate. This determination is incorrect on its face : the fact that I have a legitimate purchasing relationship with a merchant does not make every charge bearing that merchant 's name authorized. I personally reconciled each disputed charge against my XXXX order history before reporting it. I was then told the only way to reopen the dispute was to wait for a letter in the mail. No such letter ever arrived. On a follow-up call, a different representative said she did not know what letter had been referenced, said she could not reopen the disputes herself, and said she would route the matter to customer service. I have no confirmation that this occurred. XXXX. Charges still to be disputed I was never permitted to file the second batch of approximately XXXX fraudulent transactions, because Bank of America required me to wait for the XXXX batch to be resolved. That batch has never been properly resolved. As a result, roughly half of the fraudulent charges have never been formally entered into your dispute system at all. I am attaching as Exhibit A a complete list of all fraudulent transactions, including date, amount, and merchant descriptor as it appeared on my statement. I am disputing every transaction on that list as unauthorized under 15 U.S.C. 1643 and as a billing error under 15 U.S.C. 1666. XXXX. Returned payments and account closure In XXXX, I paid my credit card bill through the Bank of America mobile app 's electronic bank transfer payment portal. The payment was returned. I paid it again and the second attempt was also returned. When I called Bank of America, I was told the returns were due to stop payments placed by my bank, XXXX. I contacted XXXX directly. XXXX confirmed that they had no record of the payment requests ever being received and had not placed any stop payments. The same pattern repeated in XXXX : multiple payment attempts through the BoA app were returned, and XXXX again had no record of any of them. On XX/XX/XXXX, I received a letter from Bank of America stating that my account is being closed because " You have sent us payments that have been returned. '' Given that XXXX the supposed source of the returns has no record of any of these payment requests, the returns appear to originate within Bank of America 's own payment processing system. I dispute the basis for the account closure and request that it be reversed.

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 explanation