Consumer complaint received 2026-03-22 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY

Complaint narrative:
XXXX Whom It May Concern, I am writing to formally dispute an unauthorized charge of {$1100.00} on my credit card account and to request a full reinvestigation of this matter. My husband, who resides in XXXX, XXXX, is an authorized user on my account. I reside in XXXX XXXX We each have cards associated with this account. I want to make this explicitly clear : I am in physical possession of both my card and my husbands card associated with this account. At no point were either of these cards lost, stolen, or used by us for the disputed transactions. Prior to the fraudulent transaction, I attempted to use my husbands card at a gas station in XXXX XXXX, XXXX XXXX. That transaction was declined. However, when I used my own card associated with the same account immediately afterward, the transaction was approved. Because of this issue, I contacted Bank of America and requested a replacement card for my husband, which was expedited and sent to my address in XXXX XXXX. When the replacement card arrived, I did not open the package. It remains sealed and unopened in my possession. A few days later, my account was used at XXXX XXXX in XXXX for a transaction of {$1100.00}. A second transaction of approximately {$890.00} was attempted immediately afterward at the same location. I received a fraud alert regarding the second transaction and responded that it was not authorized, and that transaction was declined. I immediately contacted Bank of America and filed a fraud claim for the {$1100.00} transaction. I clearly explained that : I am in possession of both active cards associated with this account The replacement card had been delivered but remained unopened and sealed I reside in XXXX XXXX and have never visited XXXX My husband, the authorized user, was in XXXX at the time Neither of us made or authorized this transaction I was issued a temporary credit and informed that no additional information was required. A new card was then sent to me on an expedited basis. I again did not open this package, as this account is not actively used beyond small recurring transactions ( gas, gym membership, XXXX XXXX, and XXXX ), and the balance typically does not exceed {$100.00}. During this period, I locked the account immediately upon identifying the initial fraudulent activity. Despite this, on XX/XX/XXXX, another fraudulent attempt was made on my account at XXXX XXXX XXXX in the amount of {$2600.00}. I immediately contacted Bank of America again and reported that the account had been compromised. I also informed them that neither I nor my husband have a XXXX account. Because the account was locked, this transaction was declined. I was told this attempt used my old card number and that I would not be held responsible. At that point, I requested that any further replacement cards be sent via standard mail, as I had lost confidence in the security of the account. Despite taking all of these precautions, on XX/XX/XXXX, I discovered that the temporary credit for the {$1100.00} charge had been reversed and that I was being held responsible for this fraudulent transaction. I attempted to reopen the claim and was told that I needed to contact XXXX XXXX directly to resolve the issue. This is not acceptable. Under the Fair Credit Billing Act, I am not liable for unauthorized credit card transactions, and it is the responsibility of the financial institution to investigate and resolve such claims. The timeline of events, my physical possession of all cards, the unopened replacement cards, the geographic impossibility ( XXXX XXXX, XXXX, and XXXX ), the deviation from my normal spending patterns, and the multiple subsequent fraudulent attemptsincluding while the account was lockedclearly demonstrate that my account information was compromised and that this transaction was not authorized. I am requesting the following : XXXX reinstatement of the {$1100.00} credit Thank you for your attention to this matter. FYI- my credit card that arrived via standard mail was not delivered in an unmarked envelope for security purposes. It was delivered in an envelope clearly labeled Bank of America and if you hold or feel the envelope without knowing its contents, you can identify that there is a card inside. Best, A disgruntled customer

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