Consumer complaint received 2026-05-19 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: ME

Complaint narrative:
XX/XX/XXXX I could not log in to my Bank of America credit card account. The automated voice informed me that the balance on my card ( with a {$10000.00} limit ) was $ XXXX. I filed a fraud claim. On XX/XX/XXXX, I discovered a fraudulent application for an increase in the credit limit on my Bank of America credit card had been approved on XX/XX/XXXX. Bank of America denied my claim because my cell phone number was listed. The location of the call was XXXX XXXX, Florida and the carrier was XXXX XXXX. I was in Maine at the time and have never been to Florida. Bank of America has ignored my written request for a reconsideration of the claim, despite having signed for the letter ( return receipt requested ) on XX/XX/XXXX. A review of all documents sent by the Bank of America reveals 4 key concerns : 1. The IP address described as Customer address [ for XXXX ] of the transaction is identified as a location more than XXXX miles south of my actual location on XX/XX/XXXX at XXXX XXXX. 2. The phone carrier listed does not match my wireless phone history. 3. The approval of a fraudulent application for a credit line increase resulted in sufficient available credit to allow the fraudulent direct deposit balance transfer. 4. I do not have a XXXX card ( used in the Direct Deposit Balance Transfer ) and I do not know anyone who does have a XXXX card. To further elaborate on the key concerns : 1. The IP address described as Customer address [ for XXXX ] of the transaction is identified as a location more than XXXX miles south of my actual location on XX/XX/XXXX at XXXX XXXX. [ Figure 1 Source : Documents from Claims Resolution mailed XX/XX/XXXX ] The location linked to the IP address is XXXX XXXX, Florida. I live in XXXX, Maine. I was at my house in XXXX, Maine on XX/XX/XXXX at XXXX XXXX. 2. The phone carrier listed does not match my wireless phone history. I have never been a customer of XXXX XXXX. [ Figure 2 Source : Documents from Claims Resolution mailed XX/XX/XXXX ] 3. The approval of a fraudulent application for a credit line increase resulted in sufficient available credit to allow the fraudulent direct deposit balance transfer. [ Figure 3 Source : Document from XXXX XXXX XXXX, XXXX TX XXXX dated XX/XX/XXXX ; received XX/XX/XXXX. ] I received a physical letter from Bank of America on XX/XX/XXXX via USPS. It was dated XX/XX/XXXX. The letter stated, Your credit line increase has been approved, but its lower than the amount you requested. I did not apply for a credit increase. The letter also stated, We carefully reviewed your application. I did not apply for a credit increase. The physical letter was the only notification I received of application for, and granting of, a credit line increase. No other communication was received regarding the credit line increase. The physical letter arrived 18 days after the date of the letter. I received a physical letter stating the decision regarding the fraud claim by USPS on XX/XX/XXXX. The letter was dated XX/XX/XXXX. XXXX. It arrived 6 days after the date on the letter. I received the documentation of the decision on XX/XX/XXXX. The letter was dated XX/XX/XXXX. It arrived 5 days after the date on the letter. The physical letter regarding the application for the credit increase arrived 18 days after the date on the letter, 3 times the transit time than the decision letter or the requested documentation. Because the credit line on my card was increased to {$19000.00}, someone was able to complete a fraudulent Direct Deposit Cash Advance for {$10000.00}, thousands of dollars above my credit limit of {$10000.00}. Before the fraudulent activity, I had {$2400.00} available credit and a {$10000.00} credit limit. Bank of Americas acceptance of the fraudulent application enabled someone to complete the fraudulent transaction, because otherwise the transaction would never have been approved, being well above my credit limit. On the morning of XX/XX/XXXX, I was unable to access my account online. I called the number on the back of my card and discovered that my balance was {$8000.00} above my credit limit. I created a fraud claim. In the process of doing so, the third associate I talked to repeatedly asked me for my UserID and password. She asked for my UserID three times and asked for my password three times. In the course of my discussions about this fraud claim, an associate explained to me that there is no reason for an associate to request my UserID and password, because they can see it. They can also see my email address and phone number in my profile. In fact my UserID was looked up on XX/XX/XXXX at XXXX XXXX. 4. I do not have a XXXX card ( used in the Direct Deposit Balance Transfer ) and I do not know anyone who does have a XXXX card. Please see the XXXX credit reports accessed by Bank of America on XX/XX/XXXX and XX/XX/XXXX. Inquiries below have been excerpted from XXXX Report XX/XX/XXXX. [ Figure 4 Source : XXXX, XX/XX/XXXX ] Major inconsistencies include : 1. The direct deposit cash advance was approved more than 3 hours after the fraud claim had been accepted. 2. My password was reset on XX/XX/XXXX, as was my profile. XXXX. I have had a credit freeze on my credit reports since XXXX. Only institutions that have a financial relationship with me may access my credit report without my approval. 4. The credit card company assigned an arbitration policy to my account on XX/XX/XXXX, 3 days after the receipt of my request to reconsider my claim. The request included a copy of my Law Enforcement Report. Please Note : My eSIM card was stolen on XX/XX/XXXX, rendering my phone unusable until it was serviced by a XXXX XXXX technician.

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