Consumer complaint received 2025-09-16 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: IL

Complaint narrative:
On XX/XX/year>, at approximately XXXX XXXX, while walking past the Bank of America branch at XXXX XXXX  XXXX XXXX in XXXX, I was approached by a man posing as a charity collector. I opened my purse to donate {$20.00} cash and he said it had to be the physical card. He specifically told me I should use a Bank of America credit card because I would get 15 % cash back. Two other men appeared when I took out my card and crowded me and took my phone. Believing I was authorizing a single {$20.00} donation, under duress I handed over my card. While I was distracted by one man with a clipboard, another tapped my card. I heard several beeps and questioned them and reiterated I am donating {$20.00} several times and they would not give me back my card or phone.

Instead of processing a {$20.00} donation, they fraudulently ran 10 transactions totaling {$50000.00}. I did not authorize these transactions. I immediately entered the Bank of America branch to report the incident, and was told them could not assist and I needed to call customer service which I did immediately while walking to the police station. I was told by customer service that I had to wait until the charges posted before I can dispute them. I called back customer service several times hoping to speak with someone who could escalate the matter and each time I was given the same information, that I had to wait until the charges were no longer pending to take action. I also called paypal as I could see on my online banking that the recipient was a paypal account. XXXX said they needed to be contacted by the bank as I am not an account holder. As soon as the charges cleared, I disputed them and provided the police report number and detectives information. 

I filed a police report the same day : Report # XXXX which is being investigated by Detective XXXX XXXX # XXXX, XXXX Police Department, XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX, XXXX  XXXX, ( XXXX ) XXXX, XXXX XXXX XXXXXXXX. Detective XXXX advised that potential suspects have been identified and that video evidence exists. He has told me I will be contacted to help with identifying the suspects. 

Despite all this information, Bank of America closed my dispute and claimed no fraud occurred. This conclusion is wrong. I authorized only {$20.00}. The remaining {$49000.00} in transactions were unauthorized, fraudulent, and obtained under coercion/duress. 

Under the Truth in Lending Act ( 15 U.S.C. 1643 ) and Regulation Z ( 12 CFR 1026.12 ( b ) ), my liability for unauthorized credit card charges is limited to {$50.00}. Bank of America has failed in its obligation to properly investigate and credit my account.

Requested resolution : Full reversal of the {$50000.00} in fraudulent charges, limiting my liability to {$50.00}.

Reopening of Bank of Americas fraud investigation and provision of the complete investigation file, including transaction logs, merchant descriptors, terminal IDs, receipts, and any chargeback requests.

A written explanation of why my claim was denied despite clear evidence of fraud and an active police investigation with identified suspects.

I have attached my police report, Bank of America dispute correspondence, and account statements showing the fraudulent charges.

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