Consumer complaint received 2025-12-03 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: GA

Complaint narrative:
My husband and I have been customers of Bank of America ( BOA ) for approximately XXXX  years. 

On XX/XX/year>, our joint BOA XXXX credit card ending in XXXX was charged {$970.00} to XXXX XXXX. After reviewing our bank statements, we discovered the charge on XX/XX/year> and immediately initiated a fraud claim ( Claim number XXXX ) via BOA. BOA temporarily credited my account with {$970.00} the same day. BOA also issued us new credit cards. 

On XX/XX/year>, BOA removed the temporary credit from our account, charging the {$970.00} back to our card. On the online banking website, we received a letter that stated our claim was denied because the purchase was made from XXXX of our " verified devices. '' The letter did not provide any information as to which device made the purchase or the method by which the purchase was " verified. '' On XX/XX/year>, I contacted XXXX XXXX and described my problem to them. They initiated case number XXXX on their end. They discovered that the purchase was made online for several gift cards totaling {$970.00}. The gift cards were sent to someone via an " invalid email address '' that was possibly used as a " mask '' to the real email address. ( XXXX  XXXX would not provide me the email address but stated it would provide it directly to BOA upon request. ) On XXXX sent this information to me via email, which I forwarded to BOA at email address XXXX on XX/XX/year>. On XXXX was very helpful in providing information and was willing to provide additional information to BOA upon request from BOA. XXXX  XXXX put a lock on my account to prevent further fraudulent purchases. 

I made repeated calls to BOA to discuss the adverse resolution, and to confirm BOA had received and was considering the additional information I had received from XXXX  XXXX. BOA stated that our claim was still in " pending '' status but would not connect me with anyone that was willing to further discuss the matter. 

On XX/XX/year>, we received another letter from BOA indicating again that our claim was denied because the purchase was made from XXXX of my " verified devices. '' As such, my credit card still holds {$970.00} that we did not authorize. 

We did not make or authorize a {$970.00} purchase of multiple gift cards from XXXX XXXX, nor did we receive such gift cards from any other source. While XXXX XXXX research may show the purchase was made from a " verified device, '' neither me nor my husband authorized this purchase, and suspect there was an illicit use of our technology without our authorization. 

BOA has access to approximately XXXX  years of our banking history that shows our purchasing patterns, and this purchase was well outside of what is usual. We received no fraud alerts or purchase verification contacts. I have no confirmation that BOA reached out to XXXX XXXX to receive any of the information they were willing to provide directly to BOA to support my fraud claim. 

I am currently holding {$970.00} on my card. In their XX/XX/year> letter to us, BOA stated they would turn over unpaid balances to the credit bureaus.

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