Consumer complaint received 2026-05-29 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MI

Complaint narrative:
b'This is verbatim what happened to me. I gave all of this information to Bank of America and they still denied my claim.\n\n"Bank of America Fraud Claim Follow Up:\nAffected Person: XXXX XXXX\nFraud Claim ID: XXXX\nClaim Amount: $XXXX fraudulent cash advance + $XXXX associated transaction fee\nClaim Opened: XXXX XXXX XXXXnAffected Account Ending in XXXX\nFax Number: XXXX XXXX XXXX XXXX provided by Fraud Department at Bank of America\nTimeline of Events and Additional Documentation as Supporting Information for the Claim\nEstablished on XXXX XXXX XXXX. Written out as a personal accounting of events by XXXX XXXX.\nXXXX XXXX XXXX XXXX: I am at my workplace in XXXX, Michigan and receive a phone call from the following\nnumber, XXXX XXXX\nThe number does not register as a potential scam likely call and I answer this call.\nI am on the phone with a, XXXX XXXX who claims they are from Bank of America Special Fraud Department following up on an internal system issue with my credit card account ending in XXXX. XXXX begins this phone call by asking if she is speaking with XXXX XXXX, I indicate yes, she is. She explained there was an internal system issue, provided my credit card account number XXXX and indicated this call was about an erroneous $XXXX cash advance that was mistakenly applied to that credit card account. XXXX then tells me she is issuing a push notification to my cell phone number, and I receive what I believe to be a legitimate One Time Push Notification with a code to verify my identity with what I believed to be a legitimate representative from Bank of America. I gave this code to XXXX, and she proceeds to run through my most recent credit card transactions from the last 24 hours to verify what charges are legitimate. XXXX listed off real transactions that I made in the last 24 hours, which I have since come to believe was a way of further duping me into believing this was a legitimate call from Bank of America. After running through the charges XXXX explains to me that she is working to resolve the system issue for an erroneous $XXXX cash advance, and we\nhang up. The call duration was 3 minutes and 8 seconds.\n\n\XXXX XXXX XXXX XXXX I receive 4 additional phone calls from the same number: XXXX XXXX XXXX XXXX. I was at my workplace during this time, in a meeting, so I did not answer these successive calls.\XXXX XXXX: I receive a call from the following number: XXXX XXXX XXXX XXXX from someone who I believe called themselves XXXX XXXX (it was hard to understand their name through their accent). They claim they were calling on behalf of the Bank of America Specialty Fraud Department on behalf of my credit card ending in XXXX. They used my full name at the start of the voicemail and instructed me to call back the following number, XXXX, with reference number XXXX XXXXXXXX: I see the voicemail and go to my mobile banking app and see that it has been locked out.\XXXX XXXX: I call XXXX and it registers as a Bank of America phone number on my phone. I am on hold at this number for approximately 7 minutes before I am called by XXXX XXXX. I answer this call believing it to be a legitimate Bank of America contact from earlier in the day, where the same person from earlier, XXXX, who is claiming to be Bank of America, wanted to follow up on the earlier calls as there was a secondary hold placed on the same $XXXX transaction and it wasnt properly dealt with. While I am on the phone with XXXX the original call to XXXX dropped after 4 minutes while that call was on hold.\XXXX XXXX XXXX: I am on the phone with XXXX who claims to be a Bank of America\nrepresentative working to both lift my Mobile Banking login lockout and resolve the system error from before for the $XXXX cash advance. We are on the phone for 39 minutes and in this time, XXXX is claiming to be helping me, working with Bank of America representatives to resolve this issue. During this call I provided the case number from my voicemail to XXXX, and she claimed she found it in the system. Additionally, I gave One Time Push Notification Codes to XXXX when she said she would issue them to me, under the false pretense that this person was a legitimate Bank of America representative. Additionally, XXXX employed coercive tactics such as claiming this was her last case of the day before she could go home and manipulated me to feel sympathetic towards her and lower my guard and remain on the line. All this time I am under false pretenses that XXXX is a legitimate representative of Bank of America.\nAt the conclusion of the call with XXXX, my Mobile Bank Login was unlocked, and I was able to log-back in using my Biometric data as I have exclusively done for some time. I did not see the $XXXX charge and believed that the issue was resolved, and it was in fact a legitimate systemerror that Bank of America had contacted me to resolve.\n\XXXX XXXX XXXX: I check my mobile bank account and see a pending charge for $XXXX. I believed in the moment this was a lag in the system, and this charge was going to be cancelled according to the calls I was on during the day on XXXX XXXX XXXX XXXX XXXX XXXX: I login to my mobile baking app and saw that the $XXXX transaction has cleared to a bank account at Wells Fargo that I do not recognize and I am not affiliated with in any way to my knowledge. At this point I realize that I must have been scammed and duped into believing that the previous calls with XXXX were legitimate and unbeknownst to me the One Time Push Notification Codes were likely used to fraudulently authorize a $XXXX cash advance, falsely in my name.\XXXX: I begin a call with Bank of America with the following number, XXXX I am connected to an agent after about 15 minutes on hold and I am quickly transferred to the Fraud Claim Department. After about another 10-15 minutes on hold I am connected with a representative from Texas. I begin to explain that the $XXXX charge is fraudulent and that I was contacted by people claiming to be Bank of America and through those calls were scammed into providing enough information to push a Fraudulent Cash Advance under my name and credit card account. The representative was really nice and set up a Fraud Claim and canceled the affected credit card account ending in XXXX and opened a new one ending in XXXX. She also sent me follow up information for Identify Theft and Credit Bureau monitoring.\n~XXXX XXXX XXXX XXXX XXXX: I begin the steps to protect myself from any further attacks on my\naccounts/identity. I first registered a case with FTC for Identity Theft using the provided links from Bank of America I go to IdentityTheft.gov and filled out my case information and get the reference number XXXX. I then contacted the 3 main credit reporting bureaus, XXXX XXXX and XXXX. I pull a credit report through the provided links I received from Bank of Americas Fraud Department and see there were no recent hard inquiries nor new lines of credit I did not authorize. I put a Fraud Alert on all 3-credit bureaus effective for 1 year. At approximately XXXX XXXX I head to a local branch office of Bank of America located at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and I speak with XXXX XXXX the Vice President; Financial Center Manager of this location. I explained the details I listed out above and she expressed to me that I did the right things to handle the fraud claim so far and that it was likely that the Scammers got access to my mobile banking credentials and/or hacked into my online banking profile to fraudulently place the $XXXX cash advance. She helped me reset my Online Banking Password to ensure that the Scammers no longer have access to my account.\n\n~XXXX: I begin to go through the email associated with my Mobile Banking Account and see a few things that begin to point to these scammers having committed a high degree of identity theft and impersonation.I see a few emails dated on XXXX XXXX XXXX in the following order:\nXXXX: there is an email from XXXX.com indicating that there was a successfully accepted direct deposit cash advance promotional offer. I did not authorize, nor did I set up this transaction myself.\XXXX: there is an additional email from XXXX indicating that the $XXXX direct deposit cash advance was accepted.\nXXXX: there is an additional email from XXXX indicating that Bank of America has received the Direct Deposit Cash Advance Request and the email indicated that it will complete in 1-3 business days.\XXXX: there is an email from XXXX asking me for a survey for a call on XXXX XXXX XXXX with a representative named XXXX. This was quite shocking because I never spoke with a representative named XXXX, I was never connected with a legitimate Bank of America representative on XXXX XXXX XXXX. So, I can only assume the scammer calling from XXXX XXXX called Bank of America on my behalf and falsely represented themselves as myself, XXXX XXXX. To be clear, I never spoke with a legitimate Bank of America representative at any point on XXXX XXXX XXXX. I believe at this point that my Identity has been stolen, and I was potentially falsely represented and fraudulently impersonated by these scammers in official communications with Bank of America.\n\XXXX XXXX XXXX\XXXX XXXX: Contacted the XXXX XXXX Police Department and will be filing a police report at the station to further document the Identity Theft and Potential Fraudulent Call made under my name. I will fax this information to the Fax number provided when this document is available.\XXXX XXXX Contacted Bank of America through the Mobile App to get a fax number to fax this document to the appropriate claim agent under my existing claim ID. I plan to fax this from the XXXX XXXX XXXX XXXX Bank of America Branch with XXXX assistance before close of business on XXXX XXXX XXXX. "\n\XXXX XXXX XXXX: \n\nI forwarded all the information above via fax to Bank of America. With all of this information, everything reported and documented, they still denied my claim. I am filing this complaint as a result of them failing to protect a victim of identity theft and fraud.\n\nAdditional information provided by consumer: XXXX\n\nConsumer wanted to add the last sentence to his complaint narrative.\n\nI contacted the Bank of America this morning at XXXX. I was connected with XXXX in TN, while on the phone she explained there are no notes indicating the facts of affidavit was reviewed as part of my case.'

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