Consumer complaint received 2024-07-06 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: AZ

Complaint narrative:
On the estimated dates of XXXX, XXXX ( XXXX ) fraudulent charges ( including the processing fees ) were made on my Bank of America credit card totaling {$37000.00} XXXX These charges all originated in XXXX, I left the country on XX/XX/year> and did not initiate any of these charges. I was in XXXX for XXXX ( XXXX ) days prior to these fraudulent charges being made with no similar spending habits. In fact, I didnt even use that Bank of America credit card at all while I was there during the XXXX ( XXXX ) days that I was in XXXX XXXX My phone was stolen in the early morning of XX/XX/year>, the day I was leaving to fly back to the USA XXXX XXXX, AZ ). My limit on that Bank of America card was {$21000.00}, the card was not even shut off once it hit the limit, and I never received any fraud alerts ( verified once I able to get a new phone and access my email again, Bank of America also verified they did not send any fraud alerts ). 

When I flew back in to XXXX XXXX XXXX and arrived back in Arizona, I immediately went straight from the airport to the XXXX University XXXX XXXX for an injury that happened in XXXX. I have documentation of my flight, my parking receipt at XXXX XXXX XXXX XXXX, as well as hospital records from the emergency room visit. I reported my phone stolen the following morning of XX/XX/year> with XXXX and started a claim for a new phone with XXXX. My phone was supposed to be shut off at the time I filed a claim for the lost phone, however, I got an email that the claim didn't initially get approved, and that prompted me to start checking my account/cards that were in my XXXX XXXX on my phone to see if there were any unauthorized charges. I then found that my Bank of America credit card, my Bank of America debit card, XXXX XXXX credit card, XXXX credit card, and XXXX accounts had all been compromised. XXXX has reversed all charges, XXXX has already researched and reversed several of the charges ( a few are still pending but expect to be reversed ), XXXX ( through Bank of America ) has reversed the charges. As soon as I found out that my cards had been compromised, I contacted each card company and reported the fraudulent charges on XX/XX/year>. I also put a fraud alert on my credit report through XXXX. I then went in person to Bank of America after the XXXX XXXX holiday on XX/XX/year> to report the fraud and try to rectify the situation. Bank of America put a temporary credit on my debit and credit card account for the total amounts of the fraudulent charges. 

On XX/XX/XXXX I noticed that Bank of America had removed the temporary credit and the charges appeared back on my Bank of America credit card. I received a message through my banking dashboard that they are unable to approve my recent claim. The message stated, We confirmed your card was used for the charge ( s ) and the chip was read, your PIN was entered, and/or you signed for the merchandise or service, which indicates you, or someone you allowed to use your card was present. I called to ask for a copy of the documents used to make their decision and they told me the documentation was essentially my bank statement and failed to provide any other information or evidence. I immediately asked for a reconsideration of the decision. I have an XXXXcredit score, I have paid off every credit card in full over the last XXXX  years, I have had a XXXX  year long relationship with Bank of America with no prior issues. This should be seen as obvious fraud.

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