Consumer complaint received 2025-06-18 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: MA

Complaint narrative:
In late XXXX of last year, my credit card was fraudulently charged twice with an XXXX purchase totaling nearly {$200.00} by my ex-boyfriend against whom I had filed a temporary restraining order. I was also concerned with an unknown charge from XXXX XXXX. My claim was at first denied because XXXX XXXX has a policy of charging for seats, even though a passenger sits elsewhere. My claim was also denied because in the past when I was together with this man, we shared his XXXX account under his name, and I would make purchases on his account with my card. Three times more I reopened the claim regarding the XXXX purchases. First, the claim was incompetently opened under a different credit card account, and thus was denied. Second, I ensured that the claim was opened under the correct credit card number, and I faxed documenting materials that showed that the restraining order was filed on XX/XX/XXXX at which point all contact was severed with my ex-boyfriend weeks before he used my credit card to make two purchases. The claim was denied again based on that stupid XXXX XXXX charge, which I had never said I wanted to reopen, with no mention of my materials or any reason as to why my XXXX fraud claim was denied. When I spoke to the customer service representative for the fraud claim department, she confirmed that no mention of the XXXX fraud was given as a reason for my claim being denied, but that the entire claim was denied based on the mistakenly reopened XXXX XXXX charge. She advised that I erase my complaint about the XXXX XXXX charge from the record so that no mistake like that could ever happen again and reopen the XXXX fraud claim again. I did what she recommended. Meanwhile, I compiled documents again to show the restraining order, took screenshots proving that I had set up my own XXXX account, was making purchases after XX/XX/XXXX, a copy of my lease to show my address had changed, and even called XXXX, who confirmed that my ex-boyfriend had used my credit card and assured me that they would communicate this information to Bank of America when a Bank of America representative reached out. The next thing I know, is that I received notification that my fraud claim was resolved, and the XXXX XXXX complaint was removed. There was no mention of the other charges. When I clicked on the fraud claim e-notification to get further information, all traces of my fraud claim had disappeared, and the app said there was an error. I called the fraud claims department again, and the man I spoke to gave me the direct number to the existing fraud claims department and told me that if he tried to transfer me to that department, I would probably get the runaround. However, when I called the existing fraud claims direct line that he gave me, I found myself at the initial fraud claims automatic prompt ( i.e. this was no direct number ). In my frustration, I have filed this complaint. What a horrible way to treat someone who was a victim of abuse.

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