Consumer complaint received 2026-02-08 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: OR

Complaint narrative:
My complaint is about my recent experience after opening a credit card account where I have been subject to false accusations of fraud and being a liar by Bank of America staff despite an administrative error by another Bank of America employee. 

On XXXX XX/XX/year>, I contacted Bank of America XXXX XXXX ( XXXX ) as requested by the banking app due to a restriction on my credit card. I was informed that I had to attend a branch with XXXX forms of ID. An appointment was made for XXXX XX/XX/year> at the XXXX branch which I attended for XXXX hours while my ID was taken by XXXX XXXX and my card was unlocked. 

I subsequently used the card successfully for several purchases XXXX XX/XX/year> with the largest payment being {$3900.00}. On XXXX XX/XX/year>, I made an overpayment to my credit card of {$10000.00} via the online banking portal leaving a net balance of {$5600.00} in credit. The payment came from XXXX Bank of America checking account and the system allowed me to do this. 

On XXXX XX/XX/year>, I attempted to make a purchase for {$5800.00} which was declined. I contacted Bank of America XXXX XXXX ( XXXX ) and Fraud Servicing ( XXXX ) for a total of XXXX minutes across XXXX phone calls about this as I noticed a restriction on my credit card again, and I was informed that I had to attend a branch with XXXX forms of ID because there was no record of my attendance on XXXX XX/XX/year>. I protested this because I had already been to the bank and provided XXXX forms of ID, but all the representatives that I spoke to did not care and insisted that I go to a branch. 

I then went to the XXXX branch where XXXX XXXX handled the matter for me. She confirmed to the fraud department by phone that I was present with my ID and my card was unblocked again. The representative on the phone confirmed that a mistake was made because my ID was not notarized on my account when I attended the XXXX branch on XXXX XX/XX/year>. I then spoke to the representative 's supervisor ( XXXX XXXX XXXXXXXX ) and requested compensation for the time I had wasted having to attend a branch due to this mistake by a Bank of America employee. He refused - so, I asked the branch manager to file a complaint on my behalf. 

After the call, I tried to use my credit card for a purchase of {$3200.00} while I was still in the branch, but it was declined. I then called the fraud line ( while remaining in the branch with XXXX and the branch XXXX ) and spoke to a representative named XXXX. I have placed the recording at this link : https : XXXX This is where the situation escalated severely. I have attached a transcript of the entire conversation with XXXX which demonstrates her accusing me of being a liar, a fraud, and a felon. Her attitude towards me was also disgraceful. She failed to de-escalate the matter and failed to retract her statement that I have committed a felony offense despite giving multiple opportunities to do so. Namely : At XXXX, she said that " it is fraud '' in relation to overpaying my credit card. 
At XXXX, after I stated I'm in the bank, she said, " I don't think you are in the bank. '' which is tantamount to calling me a liar. 
At XXXX, in response to me telling her that she accused me of fraud, she confirmed, " Absolutely. '' At XXXX, in response to me telling her that I'm glad she confirmed it, she reconfirmed, " Absolutely. '' At XXXX, in response to me asking her to retract her statement that I committed fraud, she said, " No, I do not. '' At XXXX, in response to me stating that she said I committed fraud, a felony, she reiterated, " I said I'm not going to retract the statement I said. '' At XXXX, in response to me asking if I've committed fraud, she failed to answer and instead took the XXXX 's name in vain by exclaiming, " Oh, my XXXX. '' In total, I was at the branch for XXXX hours with XXXX hours of this being after closing time. This entire ordeal has now cost me over XXXX hours of time interacting with Bank of America staff, as well as travel time and time formulating this complaint. This is a poor use of my time, especially given that I made an overpayment on my credit card in good faith ( to make an immediate purchase afterwards ) and the bank 's systems did not prevent me from doing so. Despite this, I've then had to endure my time being hemorrhaged and being called a liar, a fraud, and a felon by Bank of America XXXX, namely XXXX, as well as condescending, patronizing, and rude behavior. 

This is a horrible and disastrous experience as a new Bank of America customer. My wife is also a customer, and we have five checking and credit card accounts between us with applications for family accounts ( for our children ) and a mortgage in progress. To be treated like this is beyond words, and I call for disciplinary action to be taken against XXXX with priority notes added to my account that neither I nor my wife should be treated like this again. I also expect financial compensation for the extensive amount of time, stress, and energy this has cost me, especially as the root cause that led to the debacle was a mistake by a Bank of America employee on XXXX XX/XX/year>.

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 explanation