Consumer complaint received 2026-01-12 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:
CONSUMER FINANCIAL PROTECTION BUREAU ( CFPB ) FORMAL CONSUMER COMPLAINT Consumer Name : XXXX XXXX Address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Financial Institution : Bank of America , N.A . 
Account Type : Credit Card Last XXXX Digits : XXXX Bank of America Claim Number : XXXX Disputed Amount : {$15000.00} Nature of Complaint Failure to properly investigate and credit an unauthorized credit card transaction, in violation of the Fair Credit Billing Act ( 15 U.S.C. 1666 ) and Regulation Z ( 12 C.F.R. 1026.13 ). 

Complaint Summary I am submitting this complaint because Bank of America failed to conduct a lawful and complete investigation and failed to credit an unauthorized transaction totaling {$15000.00}, despite extensive documentary evidence proving that I never authorized the charge. 

The charge resulted from a merchant ( XXXX ) that relied exclusively on a confusing and misleading AI chatbot system. The merchant later issued airline tickets without my authorization, even though its own AI chatbot repeatedly confirmed that no ticket purchase or change had occurred. 

Background and Consumer Vulnerability I am a XXXX consumer with a history of XXXX XXXX surgeries. On XX/XX/XXXX, I was overseas and experiencing a medical emergency, which required me to return to the United States earlier than planned. I was exhausted, unwell, and unfamiliar with modern technology. 

Throughout my interactions with XXXX, I repeatedly requested a live agent, but was forced to communicate exclusively with an XXXX XXXX  without clear disclosures or safeguards. 

First XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  requested booking number Page XXXX XXXX XXXX XXXX XXXX XXXX XXXX Booking number provided Page XXXX XXXX XXXX XXXX XXXX XXXX : I requested an earlier return flight due to a medical emergency Page XXXX XXXX XXXX XXXX  discussed XXXX one-way tickets for approximately {$1500.00} USD, including fees Page XXXX XXXX XXXX XXXX XXXX ) : Price was suddenly changed by the XXXX without clear notice The XXXX requested identity verification ; I complied only to continue the conversation, believing the discussion still involved the {$1500.00} amount Page XXXX XXXX XXXX XXXX XXXX XXXX  : Within minutes, I questioned the extremely high amount and stated I could not pay such a penalty Pages XXXX XXXX XXXX XXXX XXXX  ) : I again requested cheaper alternatives Pages XXXX XXXX XXXX XXXX XXXX ) : The XXXX reverted to discussing {$1500.00}, creating further confusion Page XXXX XXXX XXXX XXXX XXXX XXXX : I informed XXXX I would look for tickets on my own Page XXXX XXXX XXXX XXXX XXXX  ) : XXXX XXXX closed the chat with no changes made and no purchase confirmed At no point during this chat did I respond YES or otherwise agree to purchase tickets totaling {$15000.00}. 

Second XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  : I informed XXXX that I found XXXX one-way tickets on XXXX Airlines for approximately {$800.00} USD XXXX XXXX XXXX XXXX referenced a {$15000.00} amount plus a {$300.00} fee, which I explicitly rejected PageXXXX XXXX XXXXXXXX : I clearly stated that the price was unacceptable and that I did not agree Page XXXX XXXX XXXX XXXX XXXX, highlighted ) : XXXX XXXX explicitly confirmed that no {$15000.00} + {$300.00} ticket was purchased and no change was made Page XXXX XXXX XXXX XXXX XXXX ) : The XXXX  confirmed again that no change occurred and that my XXXX XXXX ticket would remain my return flight Page XXXX XXXX XXXX XXXX XXXX  ) : XXXX XXXX closed the chat with no changes made Unauthorized Charge Despite both XXXX  chat sessions ending with explicit confirmations that no change or purchase occurred, on XX/XX/XXXX, I received an email confirmation for airfare on XXXX XXXX totaling {$15000.00} plus a {$300.00} fee. 

This transaction was never authorized. 

Bank of Americas Investigation Failures Bank of America failed to comply with its obligations under the Fair Credit Billing Act and Regulation Z by : Accepting partial or selective merchant records Failing to require the merchant to provide valid proof of authorization Ignoring page-referenced evidence ( Pages XXXX XXXX XXXX XXXX XXXX ) confirming that no purchase occurred Treating identity verification during an XXXX XXXX  interaction as authorization Failing to consider my age, medical emergency, and vulnerability Under federal law, the burden of proof rests with the merchant, not the consumer. That burden has not been met. 

Legal Basis This dispute involves violations of : Fair Credit Billing Act ( 15 U.S.C. 1666 ) Regulation Z ( 12 C.F.R. 1026.13 ) Unfair or Deceptive Acts or Practices ( UDAP ) standards Consumer protections applicable to elderly and medically vulnerable consumers Resolution Requested I respectfully request that the CFPB require Bank of America to : Conduct a lawful, complete investigation using the full XXXX XXXX chat transcripts for XX/XX/XXXX Reverse the unauthorized transaction Issue a full credit of {$15000.00}, including all fees Correct any adverse account impact related to this dispute Supporting Documentation Attached are : Complete XXXX XXXX XXXX transcripts with page references intact Email confirmation dated XX/XX/XXXX My written dispute and legal addendum submitted to Bank of America I certify that the information provided is true and correct to the best of my knowledge. 

XXXX XXXX XXXX XXXX XXXX XXXX

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