Consumer complaint received 2026-05-28 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: MI

Complaint narrative:
I am filing this formal complaint against Bank of America for unfair, deceptive, and abusive acts or practices ( UDAAP ) in the handling of a legitimate credit card fraud claim. Bank of Americas policies and representations to consumers regarding fraud reporting timelines are inconsistent with their actual enforcement, resulting in the improper denial of my claim despite strong evidence of fraud. Key Facts : Fraudulent Charges : Total Fraud Charges : XXXX transactions Total amount : {$14000.00} First fraud charge was on XX/XX/XXXX Reference # XXXX.These are entered as exhibits in the ongoing court case. Date Reported to Bank of America : XX/XX/XXXX Date Claim Denied : Initial Denial XX/XX/XXXX, Appeal Denial XX/XX/XXXX Denial Reason Provided : The bank stated that a billing statement had been sent before I reported the fraud. Bank of America advertises and maintains policies that consumers have up to 2 billing cycles ( typically 60 days from the statement date ) to report fraudulent transactions. However, they denied my claim based solely on the mailing of a statement, creating a deceptive gap between their stated consumer protections and how they actually process claims. This practice misleads consumers about the protections they can reasonably expect. Reporting Process Limitations : Compounding this issue, Bank of America only permitted fraud reporting via telephone. There was no accessible online portal, secure upload method, or written channel provided at the time of reporting to submit supporting documentation such as police reports or court records. This forced reliance on verbal communication made it difficult to properly document and substantiate the claim with critical evidence during the initial reporting and investigation phases. Despite these limitations, I proactively followed up and provided the available evidence to the bank. The fraudulent nature of these charges is clearly substantiated. The perpetrators have been arrested, arraigned, and bound over for trial in connection with these or closely related activities. I provided ( or attempted to provide ) Bank of America with police reports, court documents, and other supporting evidence, yet the claim was still denied. This combination of practices misleading timeline representations, restrictive reporting channels that hinder documentation, and denial despite compelling evidence appears inconsistent with the Fair Credit Billing Act ( FCBA ), Regulation Z, and the CFPBs standards regarding unfair, deceptive, or abusive acts or practices. Requested Relief : I request that the CFPB : Investigate Bank of Americas fraud claim policies and practices, particularly the apparent inconsistency between advertised timelines and denial reasons. Require Bank of America to promptly re-evaluate and reverse the denial of my fraud claim. Credit my account for the full amount of the fraudulent charges plus any associated fees or interest. Take any additional enforcement or supervisory actions as warranted to protect other consumers from similar practices. Supporting Documentation : I have attached ( or am prepared to provide ) the following : Relevant credit card statements showing the fraudulent charges Correspondence with Bank of America regarding the fraud claim and denial Police reports and court records related to the arrest and prosecution of the responsible parties Any screenshots or records of Bank of Americas fraud reporting policy language I am available at the phone number or email address above to provide any additional information or documentation. Thank you for your assistance in resolving this matter and for holding financial institutions accountable for fair treatment of consumers.

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