Consumer complaint received 2026-06-01 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: MD

Complaint narrative:
Account Information : XXXX XXXX / XXXX Account Ending in XXXX Dollar Amount : {$5400.00} ( ispace.kz ) / Ref # XXXX ( XXXX26 ) Description of Problem : I did not purchase nor have any dealings with ispace.kz. The charges stem from a Fraudulent Transaction/Not Authorized by Me nor Made by Me ( Im the sole account owner ) more description/detail below ( please read all of the detail ) To Bank of America Fraud XXXX XXXX XXXX XXXX XXXX CHARGE DISPUTE / REQUEST FOR REMOVAL OF FRAUDULENT CHARGE : 1. This charge was an ecommerce charge on a website in XXXX ; 2. The language used on the website is Russian ; 3. I neither XXXX nor read XXXX ; 4. I was in XXXX on the date this charge was made ; 5. There is ZERO history of me using this Credit Card to charge ANYTHING Apple related ; 6. There is ZERO history of me using this Credit Card to charge any ecommerce/ site that ( a ) WASNT located in a country that I was currently visiting OR ( b ) isnt located in the USA ; 7. I received ZERO notice ( via text or otherwise ) of this out-of-the-ordinary/extremely unusual charge attempt ( both in the large dollaramount charged & a foreign vendor on a foreign website ). A US person residing in the US would purchase an XXXX product from a US vendor. A purchase like this should have been flagged ; 8. In XXXX, the only charges that were above {$1000.00} were medical charges and charges to a flooring company in Kansas ( for my house that was for sale ), while my ecommerce charges were {$300.00} or less ; 8. In XXXX, the only charges that were above {$1000.00} were medical charges, while my ecommerce charges topped out at around {$300.00} ( only once ) ; 9. In XXXX, to-date, the only charge made by me over {$1000.00} was medical, while my ecommerce charges were {$300.00} or less, with the exception of XXXX, a company that Ive purchased from many times ; 10. There is XXXX documentation given by Bank of America ( although I requested twice ) showing that I made/authorized this ecommerce transaction. 11. Both fraudulent transactions made on the same day - XX/XX/XXXXXXXX/26, ( a ) TGR.com in the amount of {$21.00} & ( b ) ispace.kz in the amount of {$5400.00}. BofA APPROVED the {$21.00} claim but denied the {$5400.00} claim. It seems that the only reason that BofA is denying the fraud claim is because the amount is very high ; however, it was BofA that allowed the charge to go through without contacting me to verify the charge ( I would have texted back that it was not a valid charge ) ACTION REQUESTED : Please REMOVE the XXXX fraudulent charge of {$5400.00}, and any finance or other charges related thereto, from my credit card account & credit my balance with this amount. See below for a background & a history of my conversations/documentation regarding disputing this fraudulent charge BACKGROUND : 1. I was in XXXX as a tourist from XX/XX/XXXX XX/XX/XXXX. 2. During this period, I used my credit card with local vendors directly & only made XXXX online purchases, ( a ) XXXX XXXX entrance tickets & ( b ) XXXX XXXX XXXX. I have used this card on XXXX XXXX in the past & I was physically in XXXX ( XXXX XXXX location ) when this ecom transaction took place. 3. I traveled to XXXX as a tourist from XXXX. 4. I returned to the XXXX via XXXX on XX/XX/XXXX. I used my credit card in XXXX, had it in my pocket on the XXXX XXXX, but couldnt find it when I went to purchase a ticket for the XXXX. At this time, I called BofA to report my credit card was lost or stolen ( XXXX/26 ). 5. When I spoke with the BofA representative, he told me to review my charges to ensure that my card wasnt compromised. I did that when I returned home that evening. I called BofA that evening and incorrectly reported XXXX of XXXX charges as fraudulent ( I didnt recognize the names of the XXXX merchants who charged my card under a different name I later corrected this mistake with BofA telephone call on XXXX - XXXX ), but informed the agent that the ispace.kz charge was fraudulent. TELEPHONE CONVERSATIONS/CORRESPONDENCE WITH BofA : XX/XX/XXXX : telephone call reporting credit card lost/stolen XX/XX/XXXX : later telephone call reporting XXXX charges as fraudulent ( representative didnt explain to me that BofA lumped the separate & disparate fraud claims together and treated as a single claim, thus rendering all invalid if one was found to be valid ). I later figured this out when I had more time to research the charges ( charges with vendor names that were different from Point of Sale ) XX/XX/XXXX : BofA letter dated XX/XX/XXXX stating they were unable to approve my recent fraud claim Reason Stated : The charge was authorized by you or made by someone who has permission to use the card or account XX/XX/XXXX : telephone call with XXXX, who gave me the phone # to the Fraud Team XX/XX/XXXX : telephone call with XXXX ( TX ) : transferred me to another dept after insisting that this was a Business account ( I repeatedly told him it wasnt, but he transferred me anyway ) XX/XX/XXXX : telephone call with XXXX ( DE ) : gave me a phone # of XXXX, but the phone number consistently rang back ( didnt XXXX ). She tried an internal number without success XX/XX/XXXX : telephone conversation with XXXX. a. XXXX told me that the reason for denial was that transactions were made before and after and those before/after charges were valid. b. XXXX told me that escalated the claim to her supervisor for a faster response ( 1-3 business days ). c. I also requested documentation for the reason for the denial. d. XXXX told me that I should expect a call from her supervisor, XXXX ( last name ), either that day or the following day about my documentation request and claim denial. NO ONE CALLED ME. XX/XX/XXXXXXXX26 : Since I didnt receive the promised Supervisor call, I called back and spoke to XXXX XXXX a. Requested documentation regarding the basis for my denial. XXXX said to expect documentation with XXXX days. NO DOCUMENTS WERE RECEIVED. b. Added Fraud Claim - TGR.com in the amount of {$21.00} ( ecommerce charge ) c. Singled out the ispace.kz claim of {$5400.00} and re-opened the fraud claim. XX/XX/XXXXXXXX26 : telephone conversation with XXXX XXXX XXXX said he wasnt in fraud dept, although the number I called was the one noted in the denial of claim letter ). I asked why the amount of the fraud claim was still showing as due/owing, but all he could do was help me stop autopay on my credit card balance. XX/XX/XXXXXXXX/26 : telephone call with XXXX ( CA ) fraud dept. Said that he did see the {$21.00} credit, but Id have to talk to someone else about why the {$5400.00} credit wasnt showing. Call was transferred to XXXX ( TX ). XXXX explained that BofA didnt credit accounts after disputing a denial of claim. She added notes to my file on my position of why I didnt make a charge to a XXXX XXXX store. XX/XX/XXXXXXXX26 : Digital notification of the following actions by BofA : a. {$21.00} TGR.com ( XX/XX/XXXX ) fraud claim APPROVED Fraud claim & credited my account. b. {$5400.00} ispace.kz ( XX/XX/XXXX ) fraud claim DENIED fraud claim ( letter stated The charge wa authorized by you or made by someone who has permission to use the card or account ) XX/XX/XXXX : telephone conversation with XXXX ( TX ) a. Per the denial letter, I requested the documents used to make the denial decision. XXXX told me that there was NO DOCUMENTION to send, and that the denial was based upon the following reasons ( I have a recording of this conversation ) : this does not fit the loss/stolen category. There was valid & fraud charges made at the same time. No aggressive usage. No attempt to drain account. b. XXXX said he could see XXXX notes from XXXX, XXXX, XXXX or XXXX. c. XXXX told me that I could reopen the claim & there was no timeframe within which to do it ( however, I later read BofAs own documents stating that there is a 10 day period )

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