Consumer complaint received 2026-03-12 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: FL

Complaint narrative:
I am writing to formally report a serious issue involving an unauthorized {$160.00} charge on my Bank of America credit card, as well as the unprofessional and dismissive conduct of a representative who contacted me regarding my XXXX complaint. Today, at XXXX XXXX, I received a call from XXXX, identified as a call from Bank of Americas regulatory or complainthandling office. I am requesting that this call be pulled and reviewed immediately, as the conduct I experienced was completely inappropriate for a regulatory response team. During the call : The representative repeatedly interrupted me, would not allow me to explain the situation, and showed no willingness to listen or assist. When I stated that I have been a customer for 26 years, with {$150000.00} in annual income directly deposited into my account, and that I would take my business elsewhere due to lack of support, his response was : If thats what you feel you need to do. When I challenged him on this dismissive comment, he denied having said it, despite having made the statement moments earlier. This conduct is not only unprofessional, but it also raises concerns about the quality of internal complaint handling at Bank of America. I am embarrassed and disappointed that this is the caliber of representative assigned to regulatory matters. Core Issue Unauthorized {$160.00} Charge The purpose of my XXXX complaint was to dispute a {$160.00} charge I did NOT authorize on my credit card. The charge originated from a doctors office that is not returning my calls, preventing me from providing updated insurance information. I do not owe this money. I filed a dispute with Bank of America, yet my bank of 26 years has not provided proper support, nor conducted a fair and complete investigation. It is clear that once this {$160.00} charge is properly charged back, the doctors office will have no choice but to return my calls and correctly process the insurance claim. Instead, Bank of America has allowed the charge to stand without evidence of authorization and without merchant cooperationplacing inappropriate burden and financial liability on me. Request for Immediate Action I respectfully request : Immediate retrieval and internal review of the XXXX XXXX call from XXXX. The representatives interruptions, dismissiveness, and denial of his own statements should be documented. Reopening and escalation of my dispute for the unauthorized {$160.00} charge. The merchant has been unresponsive and has provided no proof of valid authorization. A written explanation of how this dispute was handled and why it remains unresolved despite clear evidence in my favor. Conclusion After 26 years as a loyal customer, I am deeply disappointed in both the mishandling of my dispute and the unprofessional nature of the regulatory followup call. This situation is unacceptable, and failure to rectify it will result in my closing my accounts and moving my banking relationship elsewhere. I expect prompt investigation, corrective action, and written confirmation. Sincerely, 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