Consumer complaint received 2025-02-14 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: FL

Complaint narrative:
This letter constitutes a formal complaint against Bank of America regarding fraudulent charges levied against the XXXX XXXX XXXX XXXX credit card, which was issued but never received by our company. We are requesting your immediate investigation into this matter. 

The following details the sequence of events : Unauthorized Credit Card Issuance and Theft : Bank of America issued a credit card to XXXX XXXX XXXXXXXX XXXX. This card was never delivered to our requested address. 
Fraudulent Activity : The stolen credit card was used fraudulently at XXXX XXXX in XXXX XXXX for a purchase of {$3000.00}. This information was confirmed by a Bank of America representative during our initial fraud report. 
Initial Fraud Report and Police Involvement : Upon discovering the fraudulent activity, we immediately reported the incident to Bank of America and filed a police report with the XXXX XXXX Police Department on XX/XX/XXXX. The police report number is XXXX, and the reporting officer was XXXX XXXX. Both Bank of America representatives and XXXX XXXX assured us that the matter was being handled as a case of fraud and that no further action was required from our company. We were explicitly told that the fraudulent charges would be removed from our account. 
Reinstatement of Fraudulent Charges : Contrary to these assurances, on XX/XX/XXXX, Bank of America reinstated the fraudulent charge of {$3000.00} to the XXXX XXXX XXXX XXXX  credit card. 
Lack of Explanation and Inadequate Investigation : Upon contacting Bank of America regarding this charge, we received no satisfactory explanation. Bank of America representatives, including those on recorded phone lines, confirmed that the credit card was never delivered to XXXX XXXX XXXX XXXX 's address. Despite this confirmation, Bank of America failed to conduct a thorough investigation, including reviewing security camera footage from XXXX XXXX to identify the perpetrator of the fraud. Instead, Bank of America chose to charge XXXX XXXX XXXX XXXX for fraudulent activity committed with a credit card we never received. 
Consultation with XXXX XXXX XXXX Commissioner : We consulted with XXXX XXXX XXXX XXXX XXXX XXXX regarding this issue. He advised us to file complaints with relevant state agencies, which we are now doing. 
We believe Bank of America acted negligently and in bad faith by : Issuing a credit card that was not securely delivered to the intended recipient. 
Failing to adequately investigate the fraudulent charges. 
Reinstating fraudulent charges despite confirmation that the card was stolen and never received. 
Failing to protect its customer ( XXXX XXXX XXXX XXXX ) from fraudulent activity. 

Furthermore, we intend to pursue legal action against Bank of America for all damages incurred as a result of their negligence, breach of contract, and the significant distress and financial hardship this situation has caused to XXXX XXXX XXXX XXXX. It is an outrage that Bank of America can send credit cards through the mail without any reasonable security measures in place, card ready to use immediately, allowing anyone who intercepts the mail to go on a shopping spree and max out the credit card with impunity. It is completely unacceptable and unfair that the consumer, who never even received the credit card, is then held liable for these 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 explanation