Consumer complaint received 2025-10-31 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: UT

Complaint narrative:
Firstly, thank you for offering your services. I feel like Im at a wall the bank. And I appreciate you acting like a referee.

On XX/XX/year>, there were three unauthorized charges on my Bank of America credit card account. Each charge was for {$3300.00} from a merchant named XXXX XXXX XXXX, located at XXXX XXXX XXXX  XXXX XXXX XXXX, XXXX XXXX XXXX, according to my bank statement. Total of charges is : {$9900.00}.

I did not authorize these charges. I did not receive any goods or services from this merchant, nor did I authorize anyone else to use my card with this merchant. I'm disputing those 3 charges. 

On XX/XX/year>, I filed a fraud dispute with Bank of America. I called and filed the dispute on the day of the transactions. 

On XX/XX/year>, Bank of America denied all three fraud claims, stating ( verbatim ) : The charge was authorized by you or made by someone who has permission to use the card or account. 

On XX/XX/year>, I escalated the dispute and requested further investigation. 

On XX/XX/year>, Bank of America again denied the charges with the same reasoning : ( verbatim ) The charge was authorized by you or made by someone who has permission to use the card or account. 

On XX/XX/year>, I escalated the matter again. This time, the bank stated ( verbatim ) : The merchant provided documentation confirming you received the merchandise or service ( * ). 

On XX/XX/year>, while the fraud dispute was ongoing, I opened a billing dispute. The Bank of America representative accepted it. On XX/XX/year>, the bank requested additional documentation for the billing dispute, which I provided the same day. However, on XX/XX/year>, the billing dispute was closed by the bank without notice. I only learned this by calling customer service, where I was told that a fraud and billing dispute can not be open simultaneously. Bank of America representative who processed my billing dispute was apparently unaware of that rule. 

On XX/XX/year>, I re-opened a billing dispute with Bank of America. 

On XX/XX/year>, the bank again requested additional documentation, which I submitted the same day. 

On XX/XX/year>, Bank of America informed me ( verbatim ) : Claim is being reviewed by merchants bank.

As of today, the three transactions remain under review by the merchants bank. Im filing this complaint to ensure I remain within the CFPBs submission timeline. Bank of America stated that their billing dispute review may take up to 60 days.

Additional Facts : +I received a suspicious phone call immediately before these transactions. The caller verified my Bank of America credit card details and referenced multiple account balances. I continue to receive weekly spam calls from similar numbers. I have records of the phone numbers and email addresses used and can provide them for investigation.

+I filed a police report on XX/XX/year>, at the suggestion of a Bank of America representative. 

+In their denial letter dated XX/XX/year>, Bank of America stated that the merchant provided documentation to confirm the transactions. I requested a copy of this documentation on XX/XX/XXXX and again on XX/XX/year>, but the bank has not provided the said documentation from the merchant.

+The only details shown for the merchant are a name and address. I contacted another business at that address, and they confirmed they have no knowledge of a merchant called XXXX XXXX XXXX. 

Thank you for your time and assistance in investigating this matter. I can provide any supporting evidence, records, or communications upon request.

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