Consumer complaint received 2025-01-30 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: NY

Complaint narrative:
Bank of America mailed me a new credit card to replace an expiring credit card that did not require activation due to it having the same number/information. 
There was no tracking provided by the Bank of America and no signature was required as the card was sent by regular mail service. 
I never received the credit card and I only knew the card was in existence when I got a notification that my card was declined at XXXX for {$240.00}, after it was fraudulently accepted at XXXX XXXX  minutes prior for a charge of {$160.00}. ( XXXX ). I immediately checked the expiring card, that was still in my possession and locked away in my safe unused for over a year. Therefore the card was declined was the new replacement card that I never received. 
I had given all of this information to the Bank of America representative and filed a claim ( immediately after notification was sent to me XXXX at XXXX XXXX  ). 
My shopping patterns show that I have never shopped at athletic footwear stores, I do not shop in the area of the stores located and I have never spent that large of an amount of money on shoe wear in XXXX  years I bank with Bank of America. I believe these are all the reasons why the second purchase was rightfully denied and I was notified of fraudulent activity. 
My claim was denied on XXXX, a letter from Bank of America stating " Our research included the information you provided with your claim, your account history, the monthly account statements we sent you and if available, information from the merchant, such as signed receipt or contract. We confirmed your card was used for the charge, the chip was read, your pin was entered and/or you signed for the merchandise or service, which indicates that you or someone you allowed to use your card was present. The temporary credit was removed and the charge of {$160.00} became permanent. 
On XXXX I made a phone call to the Claims Resolution Department of Bank of America ( XXXX ) requesting documentation used to determine their decision, as offered in the resolution letter. The representative informed me that there is no documentation/evidence from the merchant and the determination was made purely on the fact that I had the card in my possession. During my claim I repeated numerous times that I had never received the replacement card, which clearly was the card that was used. 
Bank of America claim number XXXX. 
I have also filed a mail theft claim with United States Postal Inspection Service on XXXX, claim number XXXX. 
I have been a loyal customer in good standing of Bank of America for XXXX  years and this lack of investigation, care and respect has me deeply troubled. 
Thank you for any help that you can provide in this matter.

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