Consumer complaint received 2025-11-07 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: WA

Complaint narrative:
Information Supporting Disputed Charge Disputed Charge : Claim ID : XXXX Merchant Name XXXX XXXX XXXX Disputed Amount {$2400.00} Cardholder ( s ) along with their son and his fianc travelled to XXXX, XXXX on XX/XX/year>XXXX XXXX XXXX XXXX XXXXXXXX cards ending in XXXX XXXX were in the possession of the cardholders during the trip. 
Contactless tapping is the norm when travelling abroad, therefore most, if not all, the charges made were contactless. 
From XXXX the credit card was used for valid transaction throughout the city of XXXX, except for the charge made on XX/XX/year> ( disputed charge of {$2400.00} USD ). 
All persons were site seeing in XXXX when we hailed a XXXX to take us from our location to the main XXXX XXXX XXXX in XXXX. Cardholder used his credit card to tap on the portable machine presented to him from the taxicab driver. Taxicab driver indicated it would be XXXX euros for the ride. All of us left the cab and began walking to the marketplace. XXXX wanted to verify the charge for the taxi ( to compare to XXXX rides ) so he pulled up the BofA account on his mobile device. This occurred approximately within XXXX minutes leaving the cab ride. He noticed the {$2400.00} charge on his credit card ( the latest charge made ). He immediately called the BofA Fraud line to report the disputed charge. The BofA representative asked whether we had made the charge ( No ), whether we were ever in that merchants business ( no since we still do not know what it is and where it is located ), and whether all the visa cards were within our possession ( yes ). She immediately cancelled the card and established a fraud claim for the charge on XX/XX/year>. In the XXXX charges statements, no further charges were made after XX/XX/year> since the card was closed/cancelled. 
No receipt was received or provided by the taxicab driver, All persons on site ( travelers ) can attest neither cardholder ( or themselves ) were ever in a record store named XXXX XXXX XXXX  and no purchases were made for {$2400.00}. 
On return to the United States, we followed up with BofA on the status of the claim and eventually received a letter/email denying the claim due to the card be presented to the merchant.

We requested on 2 other occasions that BofA re-open the claim to review the claim and information we provided regarding the contactless charge made to the Taxi and not being in the disputed merchants store.

BofA fraud representatives indicated we should close the Fraud claim and file it under a billing dispute since the card was presented ( taxi ), but not at the merchant in question, We requested any supporting documentation from the Fraud department of BofA evidencing the charge was valid. We requested the time/date stamp of the call we made to report the Fraud, the time/date stamp of the disputed charge, GPS location of the disputed merchant, and any time/date stamps of previous charges prior to the disputed charge. We also requested the recorded call we made disputing the charge. None of the information has been provided. 
We believe the taxi driver either changed the amount of the taxi ride and/or had XXXX mobile machines which allowed him to charge a record store purchase for the taxicab ride. We reported the fraud within minutes of leaving the taxi. 

Both cardholders were present with thXXXX XXXX XXXX XXXX XXXX Cardholder presented his XXXX card to the Taxicab driver ( contactless tap of card on a portable charge machine ). Per the taxi driver the charge will be 6 Euros for the 15-minute ride ending at the XXXX, XXXX main XXXX. XXXX maintained possession of the credit card. 

3. A copy of an invoice that shows the breakdown of the items and amounts Cardholder response : There was no sales receipt or invoice. No purchase was made at the forementioned merchant ( see explanation above ).

4. A copy of a sales receipt Cardholder response : There was no sales receipt. No purchase was made at the forementioned merchant ( see explanation above ).

5. A credit receipt Cardholder response : There was no credit receipt. No purchase was made at the forementioned merchant ( see explanation above ).

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 explanation