Consumer complaint received 2025-08-28 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: CA

Complaint narrative:
Date of fraud charge : XX/XX/year>. 
Date XXXX  Contacted Bank of America about charge and opened fraud claim : XX/XX/year>. 
Date of first claim denial : XX/XX/XXXX. 
Date of escalation : XX/XX/XXXX. 
Date of second denial : XX/XX/XXXX. 
Date of second escalation : XX/XX/XXXX. 

I am a victim of a sophisticated social engineering scam involving individuals who impersonated Bank of America XXXX XXXX  employees. I did not authorize this charge knowingly or intentionally. 


I received a Bank of America text notification of my card being used, asking if I authorized an XXXX charge of {$1700.00} from an XXXX XXXX on the XXXX XXXX. ( XXXX or XXXX XXXX ) and I said no. Then they responded that they would me. 
I then received a phone call from a Bank of America representative, and they asked me about the charges and said that they will have those removed and that there will be a full investigation. To understand who placed the charges. 

The phone rep told me to cut up my cards and put them in an envelope and a currier would come pick them up so they can get information from the chips to investigate the fraud to find out who did it. 

I spoke with him again in the afternoon when they were ready to send the courier. Then I met the courier outside of my house and gave the lady the cut up BofA cards in the envelope so that they could proceed with the investigation, believing that this was a Bank of America XXXX investigation. 

Then they called that evening asking to set up XXXX so that I would have to approve all purchases for a few days via a code from my BofA app. 
Then they told me to check my BofA app and authorize a code to test to be sure that the alerts would work. 

I remember I was outside on my phone at that time talking to him and he said going to set up something similar to XXXX factor authentication and that I was going to receive a couple text or I have notification and answer yes to the first note to the second and that this are just test rounds. 
Then he put me on hold again for a long time. 

While on hold sitting in my kitchen I was checking my BofA app checking my balances and noticed a {$28000.00} charge and ask them about it and they said that woud drop. This is on my Bank of America XXXX that I have only been using for medical charges this year. 

I realized something was off at that point and thought maybe they are not BofA. I told him I needed to make a phone call and try to put him on hold I called BofA to see if there was a fraud case opened and told them about what happened and they said there was not a fraud case opened and that Bank of America would not send a courier. And they said that I should report the charge and issue new cards. 
BofA said charge was at XXXXXXXX XXXX XXXX XXXX. During my call with BofA, the person called me back multiple times trying to reach me which I did not answer. 
After that, I called the police and talked to them, but decided to not file a police report yet because I knew that Bank of America would fix the issue. I put a freeze on XXXX, XXXX XXXX, and XXXX. And reoortrd to Then XXXX  XXXX  / XXXX XXXX XXXXXX/XX/XXXX I received a notification that Bank of America was closing my case and not issuing me a credit. Stating that I had authorized the charge. 
I immediately called Bank of America but they said the fraud department was closed and recommended that I reported a scam instead. They said the difference is with Scam, its about not receiving the merchandise. I told them I never purchased anything at XXXX of that amount or even at that store. And they still said that was the best next step. And then, if I wanted to talk to the fraud department, I would need to call in the morning. 

I called the XXXX XXXX police department back and at XXXX in the morning and filed an official police report of the incident outside my home. 


I called in the morning ( XX/XX/XXXX ) and spoke to a fraud XXXX, who understood that this was in fact fraud and should not be a billing dispute. XXXX XXXX is that XXXX I spoke to. 
I called right back because I wanted to be sure that I had a temporary credit applied and I asked for a XXXX again and I got a hold of a supervisor by the name of XXXX XXXX XXXX 
She understood that this was a fraud case and said that she would open the claim up and recognized it as a sophisticated fraud situation. She said that she would escalate the case to be resolved in XXXX to XXXX business days and then I could call her back XXXX  through XXXX  XXXX XXXX to XXXX XXXX  if I called back and asked for her. 
Last night I received notification that the claim was denied again. 

I called back this morning and asked to speak to a supervisor and then asked to speak to her supervisor and was put in touch with the team lead XXXX out of XXXX. 
XXXX said that she too recognizes this to be a very sophisticated fraud and more than she has ever seen. She told me that she can reopen the case, and I asked her to put notes in there that they should be investigating this further and contacting XXXX. Because this person used my card that I did not authorize them too. 
I authorized Bank of America to run a test on the card to set up XXXX to prevent future fraud cases like the one they initially contacted me about. 
The card was apparently used by this person or their team or the chip at the XXXX XXXX XXXX XXXX store. They could have used the chip in a different card. 

Bank of America has not even done a full investigation. 

Please know I filed a police report yesterday at XXXX in the morning. 

Lastly, I have fell filed a case with the FTC. 

I need your assistance to resolve this matter and approve the claim since this is fraud. I am having XXXX  XXXX  and XXXX  XXXX  and physically, shaking and physically ill from what I am going through. 

I am shocked that Bank of America is not investigating properly every time I talked to a Bank of America representative or supervisor they completely understand the situation and recognize it as fraud, but then when it goes into the investigation, it gets denied.

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