Consumer complaint received 2026-06-06 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:
b'I am submitting this complaint regarding Bank of Americas handling of unauthorized credit card transactions and what I believe was an inadequate investigation under the Fair Credit Billing Act (FCBA).\n\nFraudulent charges were made on my Bank of America credit card at XXXX XXXX, in XXXX XXXX CA, in the amount of $XXXX on XXXX XXXX XXXX. These transactions were not authorized by me, I did not receive any merchandise or benefit from the purchases, and no one had permission to use my account.\n\nI promptly reported the transactions as fraud after discovery.\nImportantly, fraudulent transactions also occurred during the same timeframe on separate credit card accounts issued by another major bank. That issuer immediately recognized the activity as fraud and permanently credited the charges after investigation. Bank of America, however, denied my fraud claim and subsequently denied my appeal/reconsideration despite the broader pattern of unauthorized activity.\n\nBank of America has not adequately explained the basis for its determination that the transactions were authorized. To date, the bank has not provided meaningful supporting evidence demonstrating that I participated in or authorized these purchases.\n\nI am concerned that Bank of America may have improperly treated this matter as a merchant dispute rather than an unauthorized-use fraud investigation under the FCBA. I am also concerned that the investigation did not reasonably evaluate whether the transactions were consistent with identity theft or account compromise.\n\nI have requested that Bank of America provide:\n\tsigned receipts or transaction records\n\tpickup or delivery documentation\n\tIP/device information for online purchases\n\tidentity verification records\n\tany evidence specifically demonstrating authorization by me\n\nDespite these requests, the bank has continued to uphold the charges without providing a satisfactory explanation or sufficient evidence.\n\nI am requesting that the CFPB require Bank of America to:\n1.\tConduct a proper reinvestigation of the disputed charges under the Fair Credit Billing Act;\n2.\tProvide all evidence relied upon in denying the fraud claim;\n3.\tReverse the disputed charges, including associated interest and fees, absent clear evidence of authorization; and\n4.\tCorrect any negative account reporting related to these disputed transactions.\n\nI sent a Formal Dispute of Unauthorized Charges Under the Fair Credit Billing Act notice certified mail to Bank of America Credit Card Disputes and Claims Resolution on XXXX and received the delivery confirmation notice dated XXXX XXXX XXXX (USPS Tracking #: XXXX XXXX XXXX XXXX XXXX XXXX)\n\nA police report regarding these unauthorized transactions has also been filed with the XXXX Police Department under incident #XXXX.\n\nI am retaining copies of correspondence and supporting documentation and am prepared to provide them upon request.\n\nThank you, \n\XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

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