Consumer complaint received 2026-01-30 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:
My credit card with Bank of America was expired and they mailed me a new card, but mail was stolen. Someone stole my mail with my new credit card and opened a checking account under my name with Bank of America. The person did a cash advance and transferred about {$1400.00} to the fraudulent new checking account and withdrew the money. I filed claim with Bank of America as soon as I noticed this activity ; however it took me almost two month and 4 times of calls to get this claim disputed successfully. I was notified by BofA that they have credited the balance and the interest charges related to this fraudulent claim, and I closed my account. But I found out that theres a {$27.00} late payment on my credit report associated to this closed card, so I called them again to identify the issue. On XX/XX/XXXX I was on call 5 hours with different departments and they even sent me up to a management team to look into this issue, but no one was able to resolve it. Meanwhile I was told that this {$27.00} charge is related to my previous fraud claim, but they couldnt do anything since the previous fraud card was closed. So they directed me to call their dispute department on XX/XX/XXXX, which I did. During the call, the first two representatives werent able to identify the issue, and they kept transferring me to different departments, and the last person insisted that this {$27.00} is a purchase I did, which I am not aware of this type of transaction because I havent been using my BofA credit card for years, so I requested her to provide the detail of this transaction like the date of purchase and who is the recipient but she couldnt provide me with anything, and yet she threatened me that they are going to send my account to collection company if I dont make this payment.

First, they opened an unauthorized checking account under my name without confirming with me either by call or text. And this resulted a decrease of my credit score, my identity theft and this new unknown charge. The person who stole my credit card easily opened a new account and Bank of America failed to identify this unusual activity, which including the change of address, sudden transaction on a inactive account, and the failed to confirm the identity.

Second, the new {$27.00} charge was never informed. I didnt receive any statement about this payment due, and they let me closed my account without informing me if theres any balance. I found out this late payment was reported on my credit report.

Third, they made up a transaction and threatened me to pay it, while they failed to provide any information about the transaction details, and I believe theyre trying to fraud me again with their inaccurate internal information.

Lastly, this is a very serious violation that they were assisting fraudulent activity and identity theft. I cant help to think that I might not be the only victim.

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