Consumer complaint received 2026-03-29 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: TX

Complaint narrative:
I am a Bank of America customer of over XXXX years with a perfect credit history and no prior fraud incidents. I have never carried a credit card balance and always pay my bills in full and on time. In XX/XX/XXXX, I became the victim of a sophisticated identity theft and social engineering fraud scheme in which criminals impersonated Bank of America representatives, used my private banking information against me, and manipulated me into an inadvertent confirmation that resulted in an unauthorized wire transfer of {$23000.00} being taken from my account. Bank of America has since denied my fraud claim twice, failed to conduct a proper investigation, and is now threatening my previously perfect credit record. CHRONOLOGICAL ACCOUNT OF EVENTS XX/XX/XXXX The Fraudulent Contact Begins I received a text message from phone number XXXX asking whether I had authorized a {$500.00} transaction at XXXX. I responded " No. '' Shortly after, I received a phone call from individuals who identified themselves as Bank of America fraud department representatives. They were convincing because they already knew specific details about my account, including my recent transaction history, my date of birth, and other personal identifying information that I would only expect Bank of America to possess. During the call, the callers described what they said was a new Bank of America fraud verification process telling me the bank was rolling out a feature where customers would be presented with Yes/No prompts to confirm or deny transactions on their account. They walked me through what they described as this new procedure. I initially said No to the transaction prompts I was shown. However, under sustained pressure of what I believed was a legitimate bank security call, I may have inadvertently said Yes to one prompt. I want to be completely clear : I did not knowingly or willingly authorize any transfer of {$23000.00}. I was deceived by criminals impersonating Bank of America using my own private account data. XX/XX/XXXX Unauthorized Transfer Executed The following day, I received notification that {$23000.00} had been transferred to " XXXX '' and that a {$950.00} transfer fee had been applied a total of {$24000.00} removed from my account. I immediately contacted Bank of America to report the fraud. Bank of America acknowledged the situation and temporarily reversed the transaction, treating it as fraud. I believed the matter was resolved. XXXX XXXX My Good-Faith Efforts to Resolve After reporting the fraud, I took the following steps to support the investigation : Visited a Bank of America branch in person twice Called the Bank of America Fraud Prevention Department multiple times Faxed supporting documentation on XX/XX/XXXX later told the fax was never received Returned to a branch and re-submitted all documentation in person Called XXXX XXXX XXXX directly and confirmed I have had no active XXXX account since XXXX my account was closed over 20 years ago Mailed my full credit reports to Bank of America , which clearly show no active XXXX account in my name XX/XX/XXXX Bank of America Reverses Its Own Reversal and Denies the Claim I received a letter from Bank of America stating that my claim was denied and that the {$23000.00} charge was being reinstated against my account. The letter provided no meaningful explanation and no documentation. The bank simply reversed the provisional credit it had already extended, without disclosing what evidence it relied upon, what account it believed received the funds, or how it verified that account ownership. XX/XX/XXXX Second Denial Letter Received ( Case Reopened ) Bank of America sent a second letter stating they had completed a re-evaluation and again denied the claim. Their stated reason was that the transfer " covered an overdraft on a linked deposit account or was a balance transfer that went directly into an account in your name. '' This conclusion is factually incorrect. I do not have any XXXX account. I have not had one since XXXX. The funds could not have gone to an account belonging to me. Additionally, this second letter listed the total amount in dispute as {$47000.00} exactly double the {$23000.00} that was transferred. I have received no explanation for this discrepancy. If there are additional unauthorized transactions I am unaware of, that makes this situation even more serious. KEY FACTS BANK OF AMERICA HAS IGNORED I have no XXXX account. I have not had one since XXXX. I called XXXX to confirm this, and I mailed my credit reports to Bank of America showing the same. Bank of America has not addressed this fact in either denial letter. I am a victim of identity theft. The criminals who called me possessed my private Bank of America account data my transaction history, date of birth, and personal identifiers. This data should not be available to outside parties. This suggests either a data breach or some other compromise of my banking information, which Bank of America has not investigated or acknowledged. The bank has not produced any documentation. Bank of America has refused to disclose the receiving institution 's name, the receiving account number, or any documentation proving that account belongs to me. Their denial rests on a conclusion they have not substantiated. I have a XXXX perfect credit history. I have never carried a balance, never paid interest, and have always paid every bill in full and on time. My credit has now been put at risk due to an unauthorized charge I did not create. The bank 's own actions acknowledged fraud. Bank of America initially reversed this transaction, which was an implicit acknowledgment that it was fraudulent. Reversing that reversal weeks later with no new evidence is not a good-faith outcome. WHAT I AM REQUESTING FROM THE CFPB I am asking the CFPB to investigate Bank of America 's handling of this claim and to help me obtain : Full reversal of the {$23000.00} unauthorized transfer Full reversal of the {$950.00} transfer fee Reversal of all interest charges and late fees applied because of this fraudulent charge Immediate correction of my account 's past-due status Removal of any adverse credit reporting submitted to the credit bureaus as a result of this matter Written disclosure from Bank of America of : ( a ) the name of the receiving institution ; ( b ) the receiving account number ; and ( c ) all documentation relied upon to deny this claim A genuine identity theft investigation including tracing of the wire transfer and examination of how criminals accessed my private account information An explanation for why the second denial letter lists the disputed amount as {$47000.00} rather than {$23000.00} CLOSING STATEMENT I have done everything right in this situation. I reported the fraud immediately. I cooperated fully with Bank of America 's process. I submitted documentation. I personally verified that I have no XXXX account and provided proof. Despite all of this, Bank of America has denied my claim twice, failed to produce a single piece of supporting evidence, and is now jeopardizing the perfect credit record I have maintained for over XXXX decades. This is not a complicated case. Someone stole {$23000.00} from me by impersonating my bank. The money did not go to any account that belongs to me. I am asking the CFPB to hold Bank of America accountable under the Electronic Fund Transfer Act and Regulation E, and to help me get my money back. Submitted by : 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 explanation