Consumer complaint received 2025-09-29 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: GA

Complaint narrative:
b'On XXXX XXXX  I received a telephone call from a person who said he was representing Bank of America and was calling because of attempted fraudulent use of my credit card and debit card in XXXX  Florida. This initial call was on XXXX. \n\nPhoto of XXXX  screen shot attached\n \nHe told me his name was XXXX XXXX, and then he was a Manager with the Bank of America Fraud Department.  He sent me a text in BofA format with the six-digit code to verify to him who I was. The text was exactly what Bank of America sent to me in the past as a part of their two-step authentication process.\n\nHe asked if I had authorized anybody to use my card, if I had been to XXXX  to use my card or if I had any explanation as to why I would have charges in XXXX.\n\nHe knew who I was where I lived, the last four digits of my Social Security number, my bank account, and my credit card information.\n\nI believed him to be an authentic representative of the Bank of America\n\nWe discussed closing my checking account and my credit card account..  Im not sure whether he mentioned it or I requested it. He expressed concern that all my banking information had been compromised.\nHe gave me a case number and a phone number to call if I had any questions. \nCase # XXXXXXXX XXXX XXXXHe terminated the initial conversation telling me that he would work on closing my account at my request because of alleged scams against my card in XXXX  Florida.  And, that he would call me back when he had made progress closing my account.\n\nHe later called me back on XXXX. See attached screen shot of my XXXX\n\n As he was processing the freezing/closing of my bank, checking account and my credit card, he told me the Bank would need to check the chips on my Debit and credit card to ensure that they had not been corrupted.   He asked that I take my credit card and my debit card and cut it in half and put it in an envelope sealed envelope with my name on the outside, He would send a driver to pick it up. I said, well, I will just run it up to the to the branch thats near me. Its only two or 3 miles away and he said no its not necessary.  He said, Youre at home. Its and its late. The banks closed now because it was about XXXX XXXX, maybe XXXX.   Ill just send an XXXX, and you can hand it over and tell the driver: for XXXX.  The driver will bring it back to me and we will run test on it to make sure your chip has not been corrupted.\n\n The driver the driver arrived. I passed the driver a sealed envelope with my cards believing that I was surrendering the envelope to Bank of America with an authorized representative of Bank of America.\n\nThe driver was a large XXXX  woman in a (possibly) silver XXXX  or XXXX XXXX XXXX XXXX.\n\nOn AXXXX XXXX XXXXXXXX, I went into my local Bank Of America branch on XXXX XXXX in XXXX XXXX and ask that they look into my account because I had received a phone call the day before and I was suspicious of what it was all about, and I just wanted to confirm whether there was suspicious activity within my account.\nThere was a charge of $XXXX at XXXX XXXX in XXXX  GA against my Bank of America Visa Credit Card ending in XXXX. \n\nWhile at the bank I also discovered that my Bank of America Debit Card had been used 3 times on XXXX XXXX  at XXXXXXXX XXXX, XXXX   $XXXX, XXXX    $XXXX XXXX          $XXXXAnd on the morning of XXXX XXXX at \nUSPS   $XXXXXXXXDebit card for checking bank account number ending XXXX. \n\n  On the early afternoon  of XXXX XXXX, we then opened a claim with Bank of America against my debit card and my credit card and closed my checking account and my credit card account. \nThe XXXX  Police Department has an active investigation on going regarding this incident.  Case Number XXXX.\n\nTo date I have received 5 separate identical form letters from Bank of America each stating the Bank is unable to approve my claim.  I have specifically requested documentation from the Bank supporting their decision.  To date nothing has been provided other than their standard form letter.'

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