Consumer complaint received 2025-05-09 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: FL

Complaint narrative:
To Whom It May Concern, I am writing to file a formal complaint against Bank of America regarding a fraudulent transaction on my credit card account and the bank 's ongoing failure to resolve the issue in accordance with their own policies and federal consumer protection laws. 

An unknown entity attempted to make fraudulent purchases using my Bank of America credit card. I identified the first attempted transaction immediately and contacted Bank of America before the charge was processed. The charge was initially reversed. However, a subsequent identical fraudulent transaction was processed again through XXXX. 

Despite disputing this second transaction, Claim ID : XXXX, Bank of America refused to remove the charge, totaling {$410.00}, even though : The transaction matches a prior fraud attempt that was acknowledged and resolved. 
I submitted proof from both of my XXXX accounts that there are no transactions from XX/XX/XXXX, matching this charge. 
Bank of America claims the merchandise was shipped to my address, yet I never received any product and have no knowledge of this purchase. 
They allege the buyer was XXXX XXXX, but the associated credit card in her name has never been activated. 
The card used for the transaction was in my possession at the time, and I did not authorize or benefit from this transaction. 
Bank of America has also failed to resolve a separate {$15.00} XXXX XXXX charge from XX/XX/XXXX, stating it is still under review more than a year later. 

Legal and Contractual Concerns Bank of America publicly advertises {$0.00} Liability for unauthorized credit card transactions, yet I am being held financially responsible for fraud that I identified, reported promptly, and provided documentation to support. Under the Fair Credit Billing Act ( FCBA ), consumers are not liable for unauthorized charges reported in a timely manner.

Furthermore, allowing the same fraudulent transaction to be processed again after a dispute had already been filed shows a failure in fraud prevention protocols.

Request for CFPB Intervention I am requesting the following : A full reimbursement of {$410.00} for the fraudulent XXXX transaction disputed under Claim ID : XXXX. 
A full refund of {$15.00} for the disputed XXXX XXXX charge from XX/XX/XXXX. 
A full investigation into Bank of America 's fraud handling procedures and their compliance with the FCBA and internal {$0.00} liability advertising. 
I am a long-time customer with a strong transaction history through both Bank of America and XXXX XXXX I have no financial incentive to dispute legitimate charges, and the suggestion otherwise is both insulting and unjust. 

I urge the Consumer Financial Protection Bureau to review this complaint and hold Bank of America accountable to its legal and ethical obligations to protect its customers.

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