Consumer complaint received 2025-12-31 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: WA

Complaint narrative:
On XX/XX/2025 at XXXX I attempted to purchase XXXX XXXX Ornaments for {$29.00} from " XXXX '' online. I was sent a text asking to authorize this purchase from my bank, and I approved the {$29.00} charge, which matched what I expected. A few days later, I checked my credit card account and XXXX separate charges ranging between {$300.00} and {$500.00} total were made immediately after my authorized {$29.00} charge. The total amount of fraudulent charges totals over {$5500.00} made in quick succession. They were charged to a different vendor than I ordered from, " XX/XX/XXXX '', a business I could not find online anywhere. When I noticed this I immediately reported this as fraudulent to Bank of America. The person on the phone agreed that this was obviously fraudulent, and put a credit on my account. 

A few weeks later I received a declination letter telling my my claim had been denied. I called on the phone to get clarity on this issue, and I was told that my claim would be reopened and I could provide evidence. This is when I gathered the evidence of the single order that I placed, and the fact that the contact information for the website is no longer valid, and the website itself no longer exists. I have screenshots and emails that corroborate this. I also cancelled my credit card to get a new one as well as filed a police report. I was told that I will receive a letter in the mail in XXXX days with instructions on how I can submit evidence to be reviewed. XX/XX/XXXX days later, before even the earliest estimate of when I would receive the ability to submit evidence for my case, I was sent aXX/XX/XXXXdenial claiming that my case had been reviewed and declined without seeing any evidence I was ensured I'd be able to provide. 

This resulted in me calling aXX/XX/XXXX time, asking how that was even possible to be denied before even being able to provide evidence and was told " sometimes these things are just automated, I'll reopen your case again ''. I submitted the evidence clearly demonstrating the fraud ( As not only did I never receive the original purchased item of XXXX, I also did not authorize the over {$5000.00} of charges ) via email, as instructed and waited. I then received a XX/XX/XXXX letter claiming that my charges were all valid but the letter is again dated and sent before any evidence was reviewed. The letter claims that because I authorized a single charge of XXXX, " Client has valid charges after fraud with the same card ending in XX/XX/XXXX', which again is not true. They also state, quite incorrectly, that " No aggressive usage or attempts to drain the account '' occurred. How could XXXX charges around {$500.00} in a XXXXXX/XX/XXXX span not seem to be an aggressive attempt to drain the account? 

I have requested to see any documentation supporting the alleged " approved transactions ''. This company doesn't appear to be real, I have received no goods or services at any point, and yet I'm being forced to pay for this theft at the moment. There is no way to reach out to the company, as all traces of them have been removed from online. If I click view order within the email, or visit the store, neither link works anymore and can no longer be searchable. I have not received the XXXX ornament nor did I authorize the remaining charges. The full amount of the fraudulent charges is {$5600.00}.

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