Consumer complaint received 2026-04-15 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: NY

Complaint narrative:
b"I have had repeated fraud issues with a Bank of America account (most recently number XXXX XXXX XXXX XXXX, to the point that I actually closed the account entirely. Over the last two months, I have had to replace this card numerous times. Most instances of fraud have included XXXX transactions originating in the XXXX; these have been quickly resolved. However, on the afternoon of XXXX XXXX I received a text message from BofA alerting me to a possible fraudulent charge of ~$XXXX at a XXXX XXXX despite the fact that I hadnt left the house and had the card in my possession. I quickly indicated that I had not made the charge and closed the card. \n\nWhile that charge did not go through, another charge that I did not make for $XXXX at XXXX in XXXX XXXX NJ, did. In my conversation with a BofA representative, she thought I might have been the victim of XXXX theft or skimming. I flagged the charge, BofA credited my account, but then reversed the credit citing lack of evidence. I have since reopened the dispute and filed a police report with the XXXX XXXX XXXX XXXX which resulted in the account being re-credited.\n\nWhen I received the replacement card (ending XXXX) following this dispute, I immediately activated it. Shortly thereafter, on XXXX XXXX I noticed other fraudulent activity on the card, disputed the charge (this dispute was resolved), quickly closed it, and ordered a new card (ending XXXX) that was to arrive in 7-10 business days. While waiting for the card ending the following week on XXXX XXXX I received a text message from BofA alerting me to a possible fraudulent charge of ~$XXXX at a XXXX XXXX in XXXX, VA. I quickly indicated that I had not made the charge and locked the card. Indeed, I was over 200 miles away at home in XXXX in bed with a very bad case of the XXXX on that day.\n\nWhile the XXXX XXXX charge did not go through, another charge that I did not make for XXXX at XXXX also in XXXX, VA, did. I flagged the charge. On the phone with the representative while reporting the charge, I stated that I had yet to even receive the replacement card ending XXXX. She thought I must have been the victim of mail fraud/theft. BofA credited my account, but then reversed the credit several days later citing lack of evidence, despite the fact that I never received the card. \n\nI have since reopened the dispute, and include herein evidence that a) I was sick in bed with the XXXX In XXXX all of that week, and b) there is no evidence, according to BofA, that I even received the card. Indeed, no tracking was ever provided for that card, and the card status on their website reads unavailable. The status tracker also states We didn't receive a delivery status. Contact us if you haven't received your card yet. I am including a copy of that webpage for your reference. As such, I have also filed cases with the XXXX XXXX XXXXXXXX XXXX XXXX with case number XXXX and the FTC with reference number XXXXAdditionally, the other authorized user of this credit card, XXXX XXXX (my husband), was out of town on that date in XXXX, PA. I can provide evidence upon request.\n\nIn conclusion, I did not make the purchase at XXXX. It was immediately preceded by fraud alerts from BofA, which I quickly confirmed were not made by me. I also never received the credit card that was used to make that purchase. I include herein a number of documents supporting my claim.\n\nFinally, I have spoken to agents and supervisors in the fraud department of BofA numerous times. Each one informs me that they cannot re-credit the account while the investigation of the reopened dispute takes place. They estimate the investigation might take 45-90 days. What this means is that I will most likely receive a credit card bill that reflects this fraudulent charge. I always pay off my bill in full. If I do not do so, I will be charged interest on a charge I did not make. BofA's initial investigations seem incredibly perfunctory. Given the slapdash nature of their initial investigation and the large charge I now carry on my credit card statement, I think my rights as a consumer have been violated and that the company is in violation of the Truth in Lending Act (Regulation Z)."

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