Consumer complaint received 2026-04-11 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: MD

Complaint narrative:
This is a copy of the email I just sent to the CEO of Bank of America, Dated XX/XX/XXXX. This includes all details of the event involving a fraudulent charge that they will not credit, despite many efforts. The only letter received from Bank of America was the one that they debited my Credit Card back the amount of XXXX on XX/XX/XXXX with no explanation as they stated to me that it would be included in this letter, per my phone conversation with them. Please see below email to the CEO ( XXXX ), dated XX/XX/XXXX. The email has all details of event. No police report was made. I was not sure if I should do this or not. My name is XXXX XXXX SS # XXXX Address : XXXX XXXX XXXX XXXX, XXXX, MD XXXX Account # ending XXXX Reference : Fraud Claim # XXXX Account Number : Ending # XXXX Names on Account : XXXX & XXXX XXXX XXXX XXXX Date of Purchase : XX/XX/XXXX Amount of Purchase : XXXX Description : XXXX Please see time line below XX/XX/XXXX : Filed Claim with Bank of America XXXX At this time, BofA credited our account XXXX. We did not make any purchase with XXXX and we rarely purchase with XXXX and when we do we use our Checking Account, not a credit card. Unsure why this purchase went through the day of purchase, but it did. This purchase should have been flagged from day one. XX/XX/XXXX : Bank of America re-charged our account for XXXX. XX/XX/XXXX : Contacted BofA and spoke to XXXX, Per XXXX, XXXX responded that the claim was not fraudulent, that we made the purchase with XXXX per XXXX 's response to Bank of America. XX/XX/XXXX ; Contacted XXXX and they gave me a reference ID # XXXX, and XXXX ID # XXXX. At this time, they stated that it was fraudulent and for me to contact BofA so they can reopen the Claim and to give them the above two numbers to them ( Reference ID & Payment ID ). The explained that what happened was that someone hacked our account and they went under " Show Hidden ''. Per XXXX, this category is a category that most customers do not know about, and this is how hackers charge the account without the customer being aware of them. XX/XX/XXXX : Contacted BofA again and spoke to XXXX who requested that I write a letter with all details of purchase and to include the both the Reference ID and Payment ID numbers from XXXX. I faxed the letter with all details, a copy of the purchase under the category " Hidden Charges '', and a copy of the UPS delivery photo of a house that was not our home. XXXX also communicated that it could take up to 30-45 Days to complete the Claim. I then returned a call to Bank of America to confirm receipt of the letter and attached purchase details. At this time, the representative stated that they would re-open the claim and that it could take up to 30-45 days for their decision. Since XX/XX/XXXX, I have called the Fraudulent department on numerous occasions speaking to many representatives with each and every XXXX of them stating that they were not aware how much longer that this was going to take and that it can take as long as 45 days for a reply from Bank of America. All of which also stated the claim was re-opened again, but no solution has been reported yet. Each call lasting on average 30-60 minutes for each call if not more. Not at any time did anyone state to me that the claim was not being re-opened. I do have a documented log of each and every employee I spoke to, if needed. Now it being XX/XX/XXXX, over the 45-day period, I actually decided to contact XXXX pleading XXXX they help me regarding my claim with BofA. XXXX XXXX, it is out of their hands, once I filed the claim with BofAmerica. I would have started this claim with XXXX prior to going to Bank of America, but I was unable to see the charge on my account until they told me that it was under another category called " Hidden Charges ''. Additionally, per XXXX, they did respond to Bank of America 's 1st claim on XX/XX/XXXX, stating that it was fraudulent and the customer wins this claim. They also had a dispute ID # XXXX. Immediately, after speaking to XXXX staff, I called Bank of America again. At this point, I am devastated that Bank of America would lie to me like this. Why would BofA lie and tell me that XXXX stated to them that it was our purchase, when in fact they did not say anything of the sort. I was disconnected on two occasions after explaining this entire situation to staff members of Bank of America. My third and final call to Bank of America, I insisted on speaking to a supervisor. I eagerly explained the entire situation to her with not ounce of empathy of what I have been going through. Instead, all I heard back in return was that they never re-opened the claim because they felt it was my charge, and no one hacked my XXXX account. I pleaded with her, in tears to please re-open my claim and reach out to XXXX again, and they will explain in details why this was not our charges and that the items ordered was fraudulent charges which were not shipped to our address, although it shows that it was. Our account was compromised by a hacker who got into our account. It was obvious no matter how much I pleaded for help ; she was not there to offer any support of any kind. The supervisor stated to me that they never re-submitted the claim because they felt that the items ordered on XXXX were delivered to our address. I tried so hard to explain to them that someone hacked our account and that XXXX would explain this to them if they would just contact them again. I also told the representative that XXXX communicated that this was out of hands at this point and that they closed the case because they already reported to BofA that the charge was fraudulent and no item was delivered to our address. They also said that they could only respond to Bank of America upon their request, not to the customer. Despite my many efforts with Bank of America, I knew in my heart it did not matter what I had to say to them ; she was not there to offer support in any way, so I hung up the phone in tears. This whole event has been so stressful. Going on now for almost 2 months is just so horrible. We are such honest people with a long history at Bank of America and no matter how much this all will cost, we are going to do whatever we can to seek legal counsel to take actions against Bank of America. Our goal is to help future customers from ever going through something like this with Bank of America, as we just did. We are financially stable and we know that this might not be all the money in the world to us, but this is more about treating your customers with the highest level of dignity and trust. Something that I do not see from Bank of America Staff. I have never been treated so poorly from any of our creditors. We have an excellent credit history with all our creditors. Being a customer of Bank of America for over 30 years and to out and out accuse us of lying and not to go that extra mile by reaching out to XXXX again, is just so sad. This amount might not mean much to Bank of America staff, but it means a lot to others. To know that there was a fraudulent charge that you did not make and for your own bank of over 30 years accusing you of lying and not caring enough to reopen the claim, despite all our efforts of showing evidence of this charge being fraudulent is literally debilitating. Spending many hours on the phone and speaking to various staff members who work for Bank of America with no support of any kind is crazy. I have spent many years of my life as a Nurse/Caregiver/First Responder, and I take value on how I treat others. To know that there are people in this world who do not have an ounce of compassion for their clients/customers is so sad. I just hope after all said and done, that I can hopefully help future customers to never have to go through what we had to go through with Bank of America. Lastly, I have a complete log of each and every Bank of America staff member that we have spoken to since the first day we filed the claim. I did not include this information because this is becoming much longer than I planned. Thank you for your time in this matter and I really hope you know what the right thing to do is. PS : I have a complete timeline with all the details on this entire situation. Sincerely, XXXX and XXXX XXXX

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