Consumer complaint received 2026-04-30 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NJ

Complaint narrative:
CFPB COMPLAINT Company : Bank of America Product : Credit Card Issue : Unauthorized Transaction / Billing Dispute I am disputing an unauthorized credit card transaction for {$380.00} involving a purchase at XXXX ( Claim # XXXX ). I did not authorize this transaction, and I did not receive the goods. This transaction occurred during a coordinated fraud incident involving email compromise and a high-volume email flooding attack. A third party intercepted the order confirmation email and used the barcode to retrieve merchandise in-store without my knowledge or consent. Bank of America denied this claim based on the assertion that the transaction was consistent with prior purchases. This is not a valid legal basis for determining authorization. By relying on this reasoning, the bank has failed to apply the governing standard under the Truth in Lending Act and Regulation Z ( 12 CFR XXXX ) and has denied a valid unauthorized transaction claim. Specifically, Bank of America : - Did not establish that I authorized the transaction - Did not establish that I received or benefited from the goods - Did not provide evidence of identity verification at pickup - Relied on merchant fulfillment ( barcode presentation ) rather than cardholder authorization As a result, I have been improperly held financially responsible for a transaction I did not authorize and from which I received no benefit. Under Regulation Z, unauthorized use is defined as a transaction by a person other than the cardholder who lacks authority and from which the cardholder receives no benefit. This transaction clearly meets that definition. The banks determination reflects a misapplication of Regulation Z and a failure to conduct a reasonable investigation into unauthorized use. This experience required significant time, effort, and escalation to challenge a denial that did not address the core issue of authorization. There is a concern that similarly situated consumersparticularly those without the time, knowledge, or resources to escalate through formal channelsmay accept such denials, even when the transaction meets the definition of unauthorized use. This raises broader concerns about whether unauthorized transaction claims are consistently evaluated under the correct standard at Bank of America. Financial institutions are expected to conduct reasonable investigations and apply the correct legal standard when evaluating unauthorized transaction claims. A determination that does not address authorization or receipt of goods raises concerns regarding compliance with these obligations. I request that Bank of America : 1 ) Immediately reopen this claim and re-evaluate it under the correct Regulation Z standard 2 ) Reinstate the provisional credit for the {$380.00} transaction 3 ) Provide all documentation relied upon in the denial, including : - Pickup confirmation - Any signature obtained - Evidence of identity verification - Merchant records supporting release of goods

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