Consumer complaint received 2025-02-13 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: CA

Complaint narrative:
On XX/XX/XXXX, I was a victim of credit card fraud after letting someone use my phone to make a call. This person approached me as I was leaving class, and expressed the need to call his father. I let him use my phone, but he insisted on holding my phone and walked away with my phone. He did not let me see what he was doing on my phone, though I could hear he was on a call. When he returned my phone, he fled from the scene in an unknown direction. I noticed immediately that my Bank of America and XXXX apps were compromised ; they were no longer appearing on my phone. I checked the call log and text log, and all numbers used by this stranger were deleted. When I downloaded Bank of America and XXXX again, I noticed that this person sent an amount of {$4900.00} to a XXXX account under the XXXX XXXX XXXX ( @ XXXX on XXXX, transaction ID : XXXX ) using the credit card I had saved on file. Immediately, I reported this transaction as fraudulent and was issued a new credit card. I also submitted a report to XXXX, reporting his account and the transaction. A month later, this claim was denied by Bank of America as they found that this transaction is " consistent '' with other transactions made through XXXX. This is false, as I have not sent anyone an amount over {$100.00} from XX/XX/XXXX to XXXX. In the years prior to that, I have not sent anyone an amount over {$200.00}. Additionally, this transaction caused my credit card to be overdrafted, something that has never happened to me in my history with Bank of America. I received the bank 's decision on XX/XX/XXXX ; my claim was denied. I immediately filed for reconsideration and submitted my XXXX history as well as a written statement detailing what happened. I requested that this reconsideration be escalated, as the over draft amount on my credit card was significant. I was timely with these matters, submitting my documents and calling customer service several times before the end of the week. On XX/XX/XXXX, I received a notice through the Bank of America app that they completed their research ; I did not receive an email detailing the findings of their research, prompting me to call customer service again. Upon calling, I was notified that the final decision was the same, for the same reason ; according to their research, this transaction is " consistent '' with my previous transactions through XXXX. I can not stress enough that I have never made a transaction this large, through XXXX or any other vendor, and have never made a transaction so large that it causes my credit card to be overdrafted. I watch my credit card transactions meticulously ; my history and credit score support this. My history with XXXX also supports my claim that this transaction is not consistent. I was not involved in this transaction whatsoever ; this person accessed my XXXX account without my authorization, sent over a large amount of money to the account mentioned above, and scrubbed my phone of the numbers he contacted. He hid the fact this transaction occurred by deleting my Bank of America app and XXXX app before returning my phone and fleeing.

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