Consumer complaint received 2025-06-27 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:
Upon downloading my monthly statement on the evening of XX/XX/year>, I discovered that there were XXXX unauthorized transactions totaling {$4700.00} on my Bank of America credit card, all originating from a single vendor, XXXX Ride. The next day, XX/XX/year>, I contacted Bank of America to report these fraudulent activities and subsequently made a follow-up call on XX/XX/year>. Furthermore, I reported the incident to the local authorities, specifically the XXXX XXXX Police Department, and submitted an identity theft report to the Federal Trade Commission on XX/XX/year>. 

I also informed the representative about the failure of the banks alert system. I had activated notifications for any transaction exceeding {$1.00} on my account ending in XXXX. Nevertheless, I did not receive any alerts for transactions beginning as early as XX/XX/year>. If the alert system had functioned as expected, all these fraudulent activities could have been averted. I reported this issue to the online banking associate on my XX/XX/year>, follow-up phone call. He escalated the issue to his supervisor and later returned to apologize, stating they were unsure why the alert system malfunctioned. He confirmed that the alert had been reactivated for my account. 

Initially, Bank of America temporarily removed all disputed transactions from my account during the investigation period. On XX/XX/year>, I received an email from Bank of America titled " XXXX XXXX is complete. '' Due to work commitments, I was unable to view the email immediately. I logged into my Bank of America online banking account and observed that a partial credit of {$2200.00} had been issued. However, I was held accountable for the remaining balance of the fraudulent transactions. No supporting documentation or evidence has been provided to substantiate this determination. 

On XX/XX/year>, I reached out to the Bank of America online banking support to contest the partial resolution. 

On XX/XX/year>, I sent two certified mailings, each containing a letter along with relevant documents, to Bank of America. I mailed a copy of my ride history that I printed out from my XXXX account. Since I neither initiated nor authorized these rides, the disputed transactions do not appear in my app history. XXXX mailing was addressed to XXXX XXXX XXXX, XXXX, Texas XXXX, while the other one was sent to XXXX XXXX XXXX, XXXX, Texas XXXX. 

On XX/XX/year>, I received a letter from Bank of America indicating that they had rejected my dispute without supplying any documentation to substantiate their decision or evidence that I should be held accountable for the outstanding fraudulent transactions. Additionally, the Bank has been harassing me by threatening to report my disagreement with their decision to all credit bureaus ( please see the attached letter ).

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