Consumer complaint received 2026-04-22 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: NC

Complaint narrative:
I am a victim of significant identity theft and multiple forms of fraud. My sensitive data was exposed in multiple data leaks from medical providers e.g. XXXX XXXX, which is currently amidst a class action lawsuit due to the leaks, and remains available for purchase on the Dark Web. These leaks exposed sensitive data, like my social security number, as well as banking and payment information. In XXXX I made multiple phone calls with BOA disputing fraudulent charges as I noticed them. I wasn't aware that I had been a part of a data breach until XX/XX/XXXX and again in XX/XX/XXXX with the ransomeware attack against my optometrist office. At the end of XXXX I requested that my then-current card be closed and a new visa be sent to me. I never received that new card but someone else had activated it and began to use it to make unauthorized fraudulent charges. Where I lived at the time had not issued me a mail key and I would not receive XXXX until my lease was almost up and eligible for renewal. I was barred from receiving my mail for months. Eventually the landlord suggested having maintenance break into the mailbox with a crowbar rather than issuing me a key. There was no verification process to do this. The maintenance team did not ask for a name or apartment number, even though they did not know me. Anyone could have them open a box by just claiming to be a resident and pointing to which box they wanted open. I believe a neighbor did this at some point to get into the box and stole my card. There also are no safeguards for activating a card- all you need to do is call the number on the back of the card and give the last digits of the cards. Sometimes just calling would activate the card. I made many attempts since then by phone and in writing to dispute the charges. In XX/XX/XXXX, I informed BOA I never received the card and requested a new one and was told to wait. In XX/XX/XXXX, when I called again the rep did not believe that I had not received it because charges were still being made on it. So the card that BOA knew was compromised and stolen was allowed to stay open for over a year. All the while, accumulating more fraudulent charges. From XX/XX/XXXX onward whenever I attempted to dispute these charges and beg reps to shut the card down, I was met with hostility and disbelief. XXXX rep I recall was named XXXX refused to help and call threatened me into leaving my autopay enabled despite it being only fraudulent charges on the card. I was told they would take 'legal action ' and that if I failed to make payment it could ruin my credit, my ability to rent and much more. Ultimately, fraudsters were able to accumulate {$3200.00} worth of fraudulent and unauthorized charges. I filed a police report, a FTC Identity Theft Report, an IRS Affidavit, and followed all of the FTC 's steps for victims of identity theft. I froze all my credit report. Proof of all of this was sent to BOA multiple times and yet they refuse to help me and insist I owe the amount even though I did not authorize it. They also failed to investigate the fraud correctly multiple times, as noted in the recorded with the fraud rep XXXX XXXX XXXX. Whomever initially did my disputes years ago filed them as if I was disputing the existence of the account rather than all of the charges from XXXX that amount up to {$3200.00}. I only recently found out about blocking requests and filed a request to block the fraud from my credit report. As of a phone call over the weekend, I have confirmation from the credit bureaus that this fraud will be off of my credit report. But BOA still insists that I have to pay them. Attempted to reach the lawyer representing the bank at XXXX and XXXX, but she was unavailable. Spoke to another rep at the office whose name sounded like XXXX on XX/XX/XXXX and spoke with him for over an hour. Ultimately it lead to no where. He insisted I owed them money and tried pressure me into making a payment deal without even consulting my spouse. This deal would have been for XXXX years and he claimed it would be the same as if I just divided the alleged debt of {$3200.00} by XXXX, but when I did the reverse and multipled the monthly payment he gave me by XXXX, it would end up equaling * more * than the alleged debt of {$3200.00}. That this be dismissed with predjudice, that BOA accurately report that I do not owe them any money to the credit bureaus, and mailing me something in writing state that I do not and never will owe them this money. After that, they can cease any and all communication. I have done literally everything recommended by our government for victims of identity theft to prove this was not me. There is no reason why the same proof that I also submitted to credit bureaus, the police, the FTC, the IRS and XXXX ( the fraud was so widespread took out insurance in my name ) is not good enough for private corporate. Corporations do not make the law they should follow it.

Company response to consumer: Closed with explanation