Consumer complaint received 2025-11-03 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: NY

Complaint narrative:
The Bank of America sent me a text message on XX/XX/year> asking me if I had approved a credit card transaction. I said " NO ''. Some unknown person used my Bank of America credit card in the amount of {$2500.00}. I never authorized anyone ever to use my BOA credit card nor any of my credit cards or debit cards! I called XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  and spoke with XXXX # XXXX who advised me to call and ask for a XXXX patrol car to come to my home to make a police report about XXXX XXXX. XXXX # XXXX kept repeating that I should tell the police XXXX XXXX. 

on XX/XX/year>, XXXX XXXX Police Officers : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  came to my home at around XXXX. 

They heard what I had to say. They asked me to call the Bank Of America and ask for the ending statement for XXXX XXXX XXXX XXXX XXXX XXXX XXXX with Sec Code : XXXX because it was needed to file a police report and then call XXXX again and ask for another XXXX police XXXX car to come to my home and make the report. 

I received a letter dated XX/XX/year>, from Bank of America for the account ending in XXXX with the claim number ending in XXXX in the amount of {$2500.00}. The letter stated, XXXX were temporarily crediting your account for {$2500.00} while we research your claim, etc. 

On XX/XX/year> I called the XXXX XXXX and spoke with Operator # XXXX around XXXX XXXX and told the operator that I was calling again as per the instructions of the first police officers that came to my home on XX/XX/scrub>XXXX XXXX XXXX Several police officers from the XXXX XXXX came around XXXX XXXX XXXX XXXX XXXX XXXX They asked me questions and had me call Bank of America in their presence. They left XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  behind. I gave them the ending statement for XXXX XXXX XXXX ending in XXXX with Sec XXXX : XXXX. 

I asked them what was the name of the XXXX that came with them ( and had already left ) and they said XXXX XXXX. They told me to call the XXXX afterwards for a report number. A day or so later, I received a telephone call from an XXXX ( I forgot his name ) from the XXXX telling me that the investigation was transferred to the XXXX XXXX XXXX XXXX XXXX Several days later, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX knocked on my door and handed me his card. He left right away. The incident-report number was written on the back of his card. 

I called and left several messages ( verbal, text & email messages ) for XXXX XXXX asking for a copy of the actual Police Report, but I have not received a reply. I am sure that the XXXX has more important cases than mine. 

Bank of America sent me a new credit card ending in XXXX to replace the credit card which had the fraud claim on it, the account ending in XXXX. 

I sent a letter to Bank of America dated XX/XX/year>, to let them know that XXXX XXXXXXXX XXXX, with telephone number XXXX, oversaw the investigation here in XXXX XXXX XXXX I asked them to please communicate with the detective... obviously, it was so that they would collaborate with him regarding my fraud investigation. 

The letter was mailed out via the United States Post Office on XX/XX/XXXX via Certified Mail, Return Receipt Requested. The number on the Certified Mail is XXXX. It was delivered and received on XX/XX/year>, and it was signed for by XXXX ( spelling uncertain ). 

I received a letter from Bank of America dated XX/XX/year>, saying : XXXX, were unable to approve your recent claim number ending in XXXX for the amount of {$2500.00}. The letter states that their research included the information that I provided with the claim, my account history, the monthly account statements they sent me, and information from the merchant such as a signed receipt or contract. They made this decision because they confirmed my card was used for the charges. The chip was read, my PIN was entered, and/or I signed for the merchandise or service, which indicates I or someone I allowed to use my card was present. 

Bank of America is demanding that I pay them the amount of {$2500.00}, and they even sent me a bank credit card statement saying that it is due on XX/XX/year>. This is preposterous. I am not going to pay for something that I did not purchase. I never used the card. I never allowed anyone to use that card or any other of my cards. This is crazy. I will not pay this! 

Again, on XX/XX/year> I called the XXXX and XXXX XXXX was nice enough to help walk me through the process of applying online for a copy of the Police Report # ending in XXXX. I received a confirmation from XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Now I am just waiting for a copy of the Police Report. 

Bank of America is going to ruin my good credit for no fault of my own! 

I am a XXXX XXXX XXXX female who is legally XXXX due to the removal of a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX who help me in almost everything I do. I use a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX when I am walking outside. I do not travel alone because I am a XXXX XXXX XXXX ''. I can afford to purchase almost anything with my debit cards and I basically use credit cards to get balance transfers in order to lower the credit cards that I used many years ago. Please do whatever you can to help me. Thank you.

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