Consumer complaint received 2025-11-19 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: KY

Complaint narrative:
My credit card ( issued by Bank of America ), along with other personal items including a debit card ( issued by Bank of America ), were stolen on XX/XX/year>. Both stolen cards were used to make purchases that day. I notified Bank of America on that day that the credit card was stolen and that the charges were fraudulent ( this complaint is about the denial of the fraud claim for the credit card ). 
I received notification from Bank of America on XX/XX/year> that they would not approve my claim. They stated " We confirmed your card was used for the charge ( XXXX ). 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 Bank of America on XX/XX/XXXX, to question the resolution, and I was informed that it was indicated on the claim that the credit card was " on my person '' at the time the charges were made. This came as a surprise to me, as I thought that I had made it clear that the card was physically stolen. The representative corrected this to indicate that the card was not " on the person '' at the time the charges were made and that the card was stolen. The representative then reopened the claim. I also requested that the documents which were used to make the decision about the claim be sent to my address ( as Bank of America said I could do in the resolution letter ). To this date, I have not received those documents. ( call details : XX/XX/year>, XXXX ET. Employee name : XXXX XXXX number : XXXX ). 
On XX/XX/year>, I noted that the Bank of America website indicated that the claim was not reopened but closed. I called Bank of America again that day, and was told that the claim was indeed reopened, and I also reaffirmed again that the card was " not on person '' when the charges were made ( call details : XX/XX/year> XXXX ET Employee name : XXXX, Employee number : XXXX ). 
I had submitted a report to IC3.gov with details of the robbery. I called Bank of America on XX/XX/year> and was given the address to mail this report for their use in the investigation of the claim. The representative also made a note on the claim that these supporting documents were being mailed ( call details : XX/XX/year> XXXX ET, Employee name : XXXX Employee number : XXXX ). I mailed this report during the week of XX/XX/year>. I received no acknowledgement of the receipt of this report. 
On XX/XX/year>, I received a second resolution letter from Bank of America which indicated that they would not approve my claim. The reasons stated were the same as in the first resolution letter. 
The details for the credit card fraud claim are : Account ending in XXXX Claim number : XXXX Amount : {$270.00}

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