Consumer complaint received 2026-03-12 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
I am filing this complaint regarding Bank of Americas continued reporting of fraudulent credit card accounts that I never applied for and never received. In XXXX, I received billing statements from Bank of America reflecting charges on credit card accounts that I did not recognize. I immediately contacted Bank of Americas fraud department to report the issue. During that call, I provided a recorded statement explaining that I had never applied for the credit cards and had never received the cards. Bank of America accepted my report and opened fraud investigations. After reporting the issue, several months passed without any communication regarding the outcome of the investigations. Later, I received additional billing statements and again contacted Bank of America. During those calls, I was informed that the statements had likely been generated before the disputes had been processed and I was instructed to ignore them because the matter had already been resolved. I have been a Bank of America customer for over 28 years, and based on the instructions given by their representatives I reasonably believed the matter had been fully resolved. Bank of America later confirmed in writing that the accounts were fraudulent and that I was not responsible. In a letter dated XX/XX/XXXX, Bank of Americas Claims Resolution Department informed me that my claim had been resolved regarding an account ending in XXXX, with a claim amount of {$7300.00}. The letter clearly states that no additional action is required on my part, that I am not responsible for any transactions, interest charges, or fees, and that Bank of America contacted the consumer reporting agencies to delete the account from my credit file. Subsequently, Bank of America issued another written confirmation. In a letter dated XX/XX/XXXX, Bank of America again confirmed that a claim had been resolved for a separate account ending in XXXX, involving an amount of {$7100.00}. This letter also clearly states that I am not responsible for the transactions and that Bank of America contacted the credit bureaus to delete the account from my credit file. Despite these written confirmations from Bank of America acknowledging that the accounts were fraudulent and that the balances were not my responsibility, the bank has continued to reopen these accounts internally under new account numbers and report balances to the credit bureaus. As a direct result of this incorrect reporting, my credit profile has been severely damaged. I am currently unable to obtain financing for a home or a vehicle, which has caused significant financial hardship and personal XXXX. To further document the fraud, I have taken the following steps : Filed an Identity Theft Report with the Federal Trade Commission ( FTC ) Filed a police report ( Case # XXXX ) Bank of America possesses all relevant records regarding this matter, including fraud investigation files, internal account records, and recorded telephone calls with their representatives. Despite issuing written confirmations that the accounts were fraudulent and that I was not responsible for the balances, Bank of America has failed to ensure that these accounts are permanently removed from my credit file. This conduct appears inconsistent with Bank of Americas obligations under the Fair Credit Reporting Act ( FCRA ), which requires accurate reporting and proper correction of fraudulent or disputed accounts. Bank of America has already acknowledged in writing that these accounts resulted from fraud and that I am not responsible for the charges. Continued reporting of these accounts is causing ongoing financial harm to me as I am getting denied for loans.

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 non-monetary relief