Consumer complaint received 2026-03-02 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: NY

Complaint narrative:
From XX/XX/XXXX to XX/XX/XXXX, my family and I vacationed in XXXX. On XX/XX/XXXX, after my flight home landed, I took an XXXX back to my apartment. As soon as I arrived, I received an alert from Bank of America stating I had an expensive charge from XXXX, which was odd because it wasn't the first time I had taken an XXXX from the airport. When I went to open up my BofA online banking app, I saw at least {$500.00} worth of XXXX charges on my credit card! While on vacation, I wasn't diligently checking my credit card activity. In a panic, I tried to file XXXX of the charges as fraudulent to freeze the card. I was told I would receive a new credit card number and it would be sent in the mail in XXXX business days. A couple days later I check on my account, and the XXXX charges not only continued, but increased to now a total of {$3600.00} worth of fraudulent XXXX charges, with the same credit card I just reported to having fraudulent charges. I went to my XXXX account to see if I could see any of these charges, but none were there except for my XXXX ride from the airport. I called Bank of America that night and a representative was kind enough to submit a claim with every fraudulent XXXX charge, stop the card from being used ( even with the new temporary card number ), and said I would receive a letter from the bank about my disputed charges. By XX/XX/XXXX, I finally received a letter claiming only {$2600.00} of the fraudulent claims would be refunded back to my card, but that I would be responsible for the other {$500.00}. I was not given a reason why, just that I would see this refund on my next bank statement, which I never did. I tried calling the department to dispute my " resolved claim. '' I was placed on hold multiple times, and was transferred to numerous, incorrect departments. Finally, I scheduled an appointment on XX/XX/XXXX at XXXX of the branches in person to see if someone could help me. Even the bank representative struggled to get into contact with the correct department. Once he was able to, the representative finally gave me the reason why I was still being charged the {$500.00}. He claimed it was because I was found to be in the same geolocation the charges were being made ... The charges started on XX/XX/XXXX, during the last couple days of my trip so of course I was in the same location the card was being fraudulently used! The representative said he would re-open the claim and I was happy to provide my XXXX charges dating back to XX/XX/XXXX, the list of fraudulent charges, and said I would be happy to provide any information from my trip to prove my case. It's now XX/XX/XXXX, and Bank of America has yet to refund me the remaining amount of {$2700.00} that has been sitting in my credit card account, being charged monthly on the interest accrued on the fraudulent charges, not including my own personal debt.

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