Consumer complaint received 2025-04-06 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: AE

Complaint narrative:
Dear Consumer Financial Protection Bureau, I am filing this complaint regarding the ongoing mishandling of a fraud-related issue by Bank of America , along with their unacceptable customer service particularly in relation to clients residing overseas.

I am a Bank of America customer since XXXX currently working in XXXX on XXXX of the XXXX military installations. 

On XX/XX/XXXX, I received email notification about suspicious transactions on my credit card. When I attempted to log into my online banking account to review and dispute them, I was only granted limited access, allowing me to review only a narrow timeframe. I quickly identified several clearly fraudulent charges totaling approximately {$300.00} pending on my Bank of America credit card. I contacted the bank immediately to report the issue and request that the charges be blocked before processing. However, this seemingly straightforward request turned out to be a nightmare and literally ruined my entire day. 

XXXX XXXX XX/XX/XXXX, XXXX ( XXXX Time ) : This call lasted approximately XXXX minutes. I was told that Bank of America could not assist me at all because I was calling from a non-U.S. phone number. Despite having full access to my account and being able to answer all verification questions, I was denied help entirely by XXXX different representatives including a first-line associate, their supervisor, and a fraud department representative. All of them insisted there was no way to proceed, unless I have a stateside phone number, and that I could not even access my BoA accounts, including my checking account though online banking. 

XXXX XXXX XX/XX/XXXX, XXXX ( XXXX Time ) : This second attempt lasted a full XXXX hours. A representative finally verified my identity using standard security questions and confirmed my APO address on file. We reviewed recent credit card activity together, and I identified the fraudulent charges while they were still in pending status. 

However, I was told that nothing could be done until the charges fully processed and that only afterward would I be allowed to call back and initiate a fraud claim. 

I was then transferred to another department and placed on hold for about XXXX minutes. When the next person answered, I was again told I could not be helped due to my non-stateside phone number despite just having been verified minutes earlier. 

I repeatedly explained that I am a XXXX citizen working overseas on a XXXX military base, and that Bank of America has my verified APO address on file. This should have been sufficient to confirm my identity and legitimacy as a customer. The fact that XXXX representative was able to verify me, while others would not, highlights inconsistent and unreliable customer service procedures. 

When I asked to speak again with the first helpful representative, I was transferred once more not to the same person, but to yet another new one who was acting like she was completely unfamiliar with the situation and I was placed on long hold again. She, however, was periodically checked in, saying she was waiting for her supervisor to step in. Eventually, the call was disconnected, and no one called me back. 

Additional Issues : When I asked how to file a formal complaint, I was told there was no email or online form, and that a representative could file XXXX on my behalf if I wished. This creates no XXXX XXXX or transparency, which is unacceptable for a financial institution. 

I spent several hours on the phone, was passed between departments, disconnected, and left without any resolution. The fraudulent charges are still pending, and I have no confirmation or assurance that they will be addressed. 

This experience caused substantial stress and physical discomfort, including an elevated XXXX XXXX a direct result of Bank XXXX XXXX negligent handling and refusal to resolve a basic issue in a timely and professional manner. 

Requested Resolution : I respectfully request that the CFPB hold Bank of America accountable for : XXXXailing to assist a verified customer due to not having a XXXX phone number XXXX.Refusing to act on fraudulent pending charges despite immediate notification XXXX.Disconnecting a customer during a high-stress call and not following up XXXXObstructing the complaint process by offering no direct channel for customer complaints XXXXCausing emotional and physical distress through repeated mishandling of a basic fraud issue Due to this experience, I intend to close all of my accounts with Bank of America and strongly urge others particularly XXXX clients stationed or living abroad to reconsider trusting this institution with their finances. 

Thank you for your attention to this matter.

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