Consumer complaint received 2026-04-02 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: OR

Complaint narrative:
I have been a victim of an ongoing account takeover on my Bank of America XXXX XXXX XXXX credit card since XX/XX/year>. Despite multiple new cards, a full phone factory reset, purchasing a brand-new secured computer with XXXX, XXXX all passwords, enabling two-factor authentication everywhere, and avoiding XXXX XXXX, my card was compromised again within XXXX hours of the latest replacement. Bank of America XXXX confirmed that the Visa/Mastercard Account Updater for XXXX was never canceled, even though I canceled my XXXX account XXXX XX/XX/year>, and specifically requested it be blocked. This updater service continues to push my new card details to XXXX ( or whoever is exploiting the lingering token ), bypassing all my security efforts. This is not simple card-not-present fraudit is sophisticated recurring fraud where attackers obtain my card number without the physical CVV. I have called the fraud department repeatedly, asked for supervisors and investigators each time, and used the term account takeover. Front-line representatives and supervisors appear untrained on this issue, often misunderstanding it as routine billing or account update problems. They state there is no one else to speak with, provide incorrect phone numbers, claim cases are closed/rectified ( when they clearly are not ), and end calls without resolution. They simply issue new cards, which restarts the cycle due to the uncanceled updater. This has caused significant harm : I paid late fees on legitimate bills because auto-pays were disrupted by fraud alerts/holds. I incurred the cost of a new computer for secure account management. I am in the middle of a home remodeling project, and any forced account closure or credit score impact from increased utilization ( or shortened history if closed ) could raise my interest rates on loans or complicate financingsomething I have worked years to avoid as someone with a background in mortgage banking. My bill pay companies are starting to question the repeated fraud explanations, making me fear they will stop believing me and treat this as non-payment. I request the following specific remedies from Bank of America : XXXX. Do not close my account. Instead, perform a full security reset : issue a new account number while preserving my existing relationship, long-term payment history, XXXX XXXX miles/rewards XXXX and credit reporting status to avoid any negative impact on my credit score or utilization during my home remodeling. XXXX. Immediately and permanently disable/cancel all Account Updater linkages ( especially XXXX and any similar merchants ), revoke every digital wallet/token, and confirm no lingering stored payment information exists. XXXX. Provide written confirmation of all actions taken, including details of the investigation into the root cause of the account takeover. XXXX. Reimburse me for out-of-pocket costs directly caused by this mishandling : the cost of the new computer, any late fees paid, and any other documented expenses. ( I can provide receipts. ) XXXX. Zero-liability protection on all fraudulent charges and no negative reporting related to this fraud. I have already taken extensive steps to secure my devices and accounts, yet the problem persists solely due to Bank of Americas failure to properly manage the updater service and escalate my case. This violates their obligations under Regulation Z and fair banking practices. I have started to documented every call with dates, representative details ( or lack thereof ), and outcomes. I have requested transcripts for my conversations with XXXX and Bank of America since XXXX I was informed that it required a legal entity to provide exact details. Thank you, 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