Consumer complaint received 2026-01-13 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: IL

Complaint narrative:
Summary : On XX/XX/XXXX, a fraudulent XXXX transaction for {$2300.00} posted to my Bank of America credit card, ending in XXXX. The transaction was made using a hacked XXXX account that used my personal information, and I did not authorize the purchase. 

Bank of America initially treated this as fraud and opened a claim ( Claim No. XXXX, later also referenced in a reevaluation letter dated XX/XX/XXXX for related fraud activity totaling {$3300.00} ). A temporary credit was applied and later reversed. Despite my repeated communications and submission of documentation, Bank of America has now removed the dispute from its online dispute portal sometime between XX/XX/XXXX and XX/XX/XXXX, and the disputed amount is again being reported as due on my latest statement. 

Key dates and amounts : Fraudulent charge : XXXX order XXXX for {$2300.00}, posted XX/XX/XXXX. 

Related fraudulent activity also included a {$940.00} XXXX charge on XX/XX/XXXX, as described in my XXXX Police Department report. 

Police report : XXXX Police Department, Incident Type Credit Card Fraud, Tracking Number XXXX, report date XX/XX/XXXX. 

XXXX return : Tracking number XXXX shows merchandise was returned and delivered to the merchants location in XXXX, NC on XX/XX/XXXX. 

BofA denial letter dated XX/XX/XXXX ( Claim XXXX, amount {$2300.00} ) states they were unable to confirm what services you were to receive and that they requested, but didnt receive, the information showing the services you were supposed to receive. 

BofA reevaluation letter dated XX/XX/XXXX ( Claim XXXX, amount {$3300.00} ) indicates they concluded the merchant provided documentation confirming you received the merchandise or service and removed temporary credits. 

As of the end of XXXX, the dispute still appeared as active in Bank of Americas online dispute tracking ; as of XX/XX/XXXX, it has disappeared from the portal while the amount remains due and owing. 

Why this is a problem : Unauthorized / fraudulent use and inadequate investigation This was a fraudulent transaction initiated via a hacked XXXX account using my card information, which falls within the definition of unauthorized use under Regulation Z. 

I promptly reported the fraud to Bank of America and to law enforcement, and provided supporting documentation ( police report and XXXX tracking showing return of the goods ). 

Bank of Americas denial letter focuses on services and lack of information on what was to be received, despite clear evidence that this was a goods purchase made without my authorization and that the goods were returned. 

Failure to properly handle a billing error / failure to reflect credit : Under the Truth in Lending Act and XXXX XXXX, card issuers must conduct a reasonable investigation and resolve billing errors within XXXX complete billing cycles ( not more than 90 days ), and must reflect credits for returned goods appropriately. 

Here, Bank of America : Initially issued a temporary credit and then reversed it, Failed to obtain or consider the merchants failure to issue a proper refund, Did not post a credit after the merchandise was returned as proven by XXXX tracking, and Ultimately removed the dispute from its online portal while still requiring payment of the disputed amount. 

Dispute disappearance and continued collection efforts : As of late XX/XX/XXXX, Bank of Americas online dispute portal showed the dispute as active, which led me to believe the matter was still under review. 

Sometime between XX/XX/XXXX and XX/XX/XXXX, the dispute disappeared from the portal, but the {$2300.00} remains on my outstanding balance and is shown as due on my latest statement. 

While an issuer is investigating a billing error, they are not permitted to treat the consumer as delinquent or require payment of the disputed amount ; if their handling does not comply with timing/procedure requirements, they may lose the right to collect part of the disputed amount. 

What I have done to resolve this : Reported the fraud to Bank of America promptly and cooperated with their investigation. 

Filed a XXXX Police Department report documenting that XXXX Bank of America card information was fraudulently obtained and used on XXXX. 

Obtained and provided XXXX tracking ( XXXX ) showing the product associated with the {$2300.00} charge was returned and delivered to the merchant in XX/XX/XXXX. 

Responded to Bank of Americas requests and sought reevaluation after the initial denial. 

Despite all of this, Bank of America has : Denied the fraud/billing error claim, Removed the temporary credits, Caused the dispute to disappear from their online portal, and Continued to require payment of the disputed amount.

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