Consumer complaint received 2025-10-30 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: NC

Complaint narrative:
Consumer Complaint Summary Bank of America / Unauthorized Charges by XXXX XXXX XXXX XXXX. 
Bank : Bank of America Merchant XXXX XXXX XXXX XXXX XXXX. 
Account Type : Credit card XXXX XXXXXXXX Fraud Claim # : XXXX Related Billing Dispute Case IDs : XXXX, XXXX, XXXX Total Fraudulent Amount : {$3800.00} ( XXXX {$550.00} ) Outstanding Disputed Amount : {$1100.00} ( XXXX {$550.00} ) Summary of Events : - XX/XX/year> : I made one legitimate payment of {$550.00} to XXXX XXXX XXXX XXXX for a short-term apartment rental. 
- XX/XX/year> : The merchant processed seven additional unauthorized transactions of {$550.00} each, totaling {$3800.00}. 
- XX/XX/year> : I noticed the charges and immediately reported them to Bank of Americas Fraud Department, which opened fraud case # XXXX 

During the investigation, the merchant refunded four of the seven fraudulent transactions after Bank of America contacted them. Of the remaining three, the Bank credited one and deemed XXXX ( {$1100.00} total ) as valid, despite my evidence to the contrary. The decision was issued on XX/XX/year>. 

Appeals and Process Errors : After receiving the decision : - On XX/XX/year>, I called the Fraud Department to appeal and request reopening of my claim. 
- On XX/XX/year>, I visited a Bank of America branch, where an advisor contacted the fraud support line on my behalf. Instead of reopening the existing fraud claim, a Bank employee opened three new Billing Dispute claims ( IDs listed above ) without informing me of the change in process. 
- These overlapping claims caused significant confusion. Two were later closed as duplicates of the fraud claim ; one remains unresolved ( in limbo ).

I subsequently provided additional documentation multiple times, including : - Email correspondence from XXXX XXXX XXXX XXXX, confirming that only the initial XX/XX/XXXX payment was legitimate and that all later charges were the result of their billing system error. 
- Copies of my communications and supporting evidence mailed to Bank of America. 

Despite this, the Bank has refused to adjust the remaining two fraudulent charges or meaningfully address the procedural errors in their handling of my case.

Requested Resolution I am requesting that Bank of America refund the remaining {$1100.00} ( XXXX unauthorized {$550.00} charges ) and correct their records to reflect the resolution of this fraud incident. 

I also ask that the CFPB review Bank of Americas handling of this case, given : - The creation of multiple overlapping dispute cases without my consent, - The lack of communication or transparency during the investigation, and- The Banks failure to consider clear documentation confirming that these charges were unauthorized.

Attached Documentation 1. Bank Statement showing all transactions ( legitimate + 7 unauthorized ).

XXXX. Booking confirmations from XXXX and Merchant 3. Email communication with Merchant confirming the billing error. 
4. Bank of America correspondence and claim notices.

XXXX. Copies of my mailed and emailed appeals.

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