Consumer complaint received 2026-01-23 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: PA

Complaint narrative:
I am a Pennsylvania resident and a XXXX customer of Bank of America . I am filing this complaint due to Bank of Americas repeated failure to conduct and demonstrate a reasonable investigation into substantial unauthorized credit card charges, and its failure to credit the full amount of those charges. 

BACKGROUND On XX/XX/2025, I filed a formal fraud claim with Bank of America after discovering a series of charges from a merchant named XXXX totaling XXXX  of dollars over approximately XXXX years. I have never knowingly done business with this merchant, never created an account, never scheduled services, and never received any services. 

Over the following month, I spent more than a full day cumulatively on the phone with Bank of America attempting to : Obtain status updates on my fraud claim Correct inaccuracies in how the claim had been processed Understand the basis for repeated delays and denials During this time, Bank of America provided inconsistent and concerning explanations, including : Stating that the claim could not be resolved because it was in AI mode Repeatedly asserting that its fraud team had evidence showing the charges were valid, while never providing that evidence On XX/XX/2025, I was explicitly promised during a phone call that my fraud claim would be fully resolved within a few days. That resolution never occurred. 

INACCURATE & INCOMPLETE INVESTIGATION The initial fraud claim amount entered by Bank of America was approximately {$1400.00}, which later proved to be dramatically incorrect. When I conducted my own review, I discovered that the true total of unauthorized charges was {$2600.00}. 

The incorrect claim amount appears to have resulted from Bank of Americas own representative inadvertently excluding earlier transactions when filing the claim. I relied on the representatives assistance because the Bank of America mobile app does not allow customers to review credit card statements older than one year, making it difficult for consumers to independently identify long-term fraudulent activity. 

Despite this, Bank of America relied on the flawed initial claim scope and later assertedwithout explanationthat its research showed many of the charges were valid. 

FAILURE TO PROVIDE EVIDENCE OR MEET REGULATORY STANDARDS At no point has Bank of America : Provided documentation substantiating that I authorized these charges Shown that services were rendered to me Explained the nature of the research it claims to have conducted In written correspondence, Bank of America stated it conducted a reasonable investigation, but failed to provide any factual basis for that conclusion. In XXXX written response, the bank even issued a communication stating, We made this decision because : with no explanation provided, further demonstrating procedural breakdowns. 

Separately, the merchant ( XXXX XXXX XXXX XXXX XXXX has now confirmed in writing that : The account was not mine My personal information was not associated with the account My credit card was entered on another individuals account without my authorization Despite this admission, Bank of America has not credited the full amount of unauthorized charges. 

To date, Bank of America has reimbursed only approximately {$400.00} of the {$2600.00} in unauthorized charges, leaving the majority of the fraudulent amount unreimbursed. 

CONSUMER HARM As a result of Bank of Americas failures, I have : Been deprived of access to my own funds Spent an excessive amount of time attempting to correct the banks errors Been improperly treated as though I bore the burden of proof, rather than the bank meeting its investigative obligations

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