Consumer complaint received 2025-06-15 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: NY

Complaint narrative:
I had live chat with BOFA advocate on XXXX on XX/XX/year> regarding my fraud claim of {$5000.00} on XXXX XXXX XXXX  card. Advocate after listening to all details suggested I should have filed a scam claim instead of a fraud claim as it was a clear case of scam. 
Details : XXXX. I received an email from BoA saying my visa card was being restricted due to unusual activity. I called helpline XXXX and XXXX for assistance and was connected to XXXX XXXX by an associate. She posed as head of Fraud Department and shared her ID ( XXXX ) with me. She asked me to contact her direct number XXXX for future assistance. 
XXXX. I requested her not to cancel my XXXX XXXX card as I was abroad and traveling to XXXX, XXXX from XXXX XX/XX/year> with my family. She agreed saying my security profile on mobile app will be upgraded in a manner that while using my credit card I will receive an alert message on my email asking YES or NO to whether I authorize a particular transaction or not. 
XXXX. While in XXXX, XXXX called me almost daily saying she is working on upgrading my security profile and everything will be fine. Despite her assurance I avoided using my card and mostly spent in cash. I did use my XXXX card on two occasions but it again got restricted. One evening XXXX called me and said she had upgraded security parameters of my XXXX card and would send me a few test transactions on email which I should authorize by clicking YES so as to establish the effectiveness of upgraded security. Time line of these emails is worth noting. 
a. XX/XX/XXXX at XXXX authorization code XXXX received. 
b. XX/XX/XXXX at XXXX credit card transaction {$2500.00} XXXX XXXX XXXX XXXX XXXX denied. 
XXXX XX/XX/XXXX at XXXX very suspicious credit card activity {$2500.00} XXXX XXXX declined asking me to authorize or cancel by pressing YES or NO. I clicked YES on Jennifers repeated insisting. 
d. XX/XX/XXXX at XXXX {$2500.00} transaction declined. 
e. XX/XX/XXXX at XXXX {$2500.00} first transaction approved. 
f. XX/XX/XXXX at XXXX XXXX  {$2500.00} second transaction approved. 
g. XX/XX/XXXX at XXXX {$2500.00} XXXX XXXX  XXXX transaction declined XXXX. Above pattern clearly indicates that XXXX was constantly trying to hack my credit card. 
XXXX. Once I saw my card had been charged twice for {$2500.00} within one second I raised alarm asking her to revert this amount into my account. XXXX assured me as soon as a duplicate card is issued on my return home {$5000.00} will be reverted into my account. 
XXXX. I asked her to share her personal email so that I could reach her if {$5000.00} was not reverted into my account. She shared her email as : XXXX XXXX. On return home I contacted XXXX on email and also filed a case of Fraud with BoA. Temporary refund of {$5000.00} was credited into my account which was later cancelled stating my case was not approved. I am attaching screenshots of emails exchanged with XXXX. 
XXXX. It is quite obvious from above narration that it is a case of scam where XXXX XXXX impersonating as BoA representative ( head of Fraud Department ) enticed me into a trap. 
XXXX. I am attaching all emails as evidence for authorities who will be pursuing my case. My humble request is to kindly decide this case on its merit where a senior respectable citizen ( above XXXX XXXX XXXX ) has been deprived of his hard earned money at the hands of a professional crook. Needless to say I have been a privileged client of BoA for over ten years enjoying XXXX XXXX XXXX Rewards status. 
Looking forward to a favorable action. 
Regards, XXXX XXXX

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