Consumer complaint received 2025-03-26 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: NJ

Complaint narrative:
Claim number : XXXX Summary : I am filing this complaint due to Bank of Americas gross mishandling of a clear case of credit card fraud, resulting in financial harm and damage to my credit reputation. Despite promptly reporting the issue and providing all necessary information, the bank failed to protect me as a consumer, conducted a superficial investigation, and repeatedly denied me the full temporary credit owed during the dispute process. 

Detailed Background : On XX/XX/year> I filed a fraud claim with Bank of America after discovering XXXX unauthorized, in-person transactions made at XXXX separate Home Depot locations across different cities in XXXX  for XXXX total of {$1700.00}. I reside in New Jersey, have never traveled to XXXX, and most importantly never received the new credit card these charges were made with. 

Here are the critical facts Bank of America failed to act on : 1. The replacement card had not arrived in my mail at the time of the charges.

2. I had already reported my previous card lost/stolen, locked it, and requested a new one eliminating any possibility of authorized use.

3. These purchases were in-person transactions, clearly impossible for me to make from a different coast with a card I never had in my possession.

4. The fraudulent charges were large ( each over {$500.00} ) and made in close succession a red flag pattern consistent with a thief attempting to quickly max out a stolen card. 
The XXXX charges were XXXX. For {$600.00} The XXXXXXXX XXXX XXXX XXXX XXXX XXXX. XXXX. {$600.00} The XXXX XXXX # XXXXXXXX XXXX XXXX  XXXX. {$500.00} The XXXX XXXX XXXX XXXX XXXX XXXX 
XXXX. The activity occurred right before my payment due date, which damaged my credit which went from XXXX to XXXX when they first denied my claim, despite years of responsible usage and on-time payments. 
XXXX. Bank of America did not flag or notify me of this clearly suspicious activity, even though Ive previously received alerts for minor or out-of-pattern purchases. 

Despite brining these points, my claim was denied within XXXX weeks. Bank of America admitted the transactions were done in person and then irresponsibly relied on the merchants confirmation without considering the physical impossibility of my involvement. No real investigation was done no follow-up, no verification of location, no proof that I had received or activated the card. 

Failure to Issue Correct Temporary Credit : To make matters worse, Bank of America refused to apply the full temporary credit during the dispute process : My First original claim totaled {$1700.00}, but I was only issued a partial credit of {$600.00} the first time. 
When the claim was denied, they immediately charged back {$600.00} to my account. 
Upon reopening the case, Bank of America only re-disputed XXXX of the XXXX fraudulent charges this time being only the {$500.00} and {$600.00}, again failing to apply the full temporary credit owed. 
I have written confirmation from Bank of America stating : XXXX, we're temporarily crediting XXXX, yet they failed to honor it and gave inconsistent, unsubstantiated excuses to why they couldn't give me the full amount. 

What I Am Requesting : A complete and fair reinvestigation of all three transactions with full consideration of the documented facts. 
A formal review of how my case was handled, including Bank of Americas failure to follow fraud protocols and protect a longstanding customer. 
Removal of any negative credit impact resulting from their mishandling of the case. 

This case is a textbook example of consumer negligence by a major financial institution. I took immediate action to protect my account, reported the fraud promptly, and provided clear evidence. Bank of America not only failed to safeguard my finances, but also actively disregarded logic, location data, and consumer rights relying instead on a merchants claim while ignoring overwhelming signs of fraud. 

This is not just about reimbursement its about holding a powerful bank accountable for failing to perform its due diligence, honoring its own policies, and protecting a customer who did everything right.

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