Consumer complaint received 2025-03-06 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: FL

Complaint narrative:
I am a U.S. citizen who traveled to XXXX XXXX for a holiday visit when fraudulent transactions occurred on my Bank of America ( BofA ) credit card. Despite clear evidence of fraudincluding BofA 's records of an unknown phone number, IP address, and location linked to the fraudstermy claim was denied, and I was unfairly held responsible for the charges. 

**Fraudulent Transactions : ** On XXXX XXXX XXXX XXXX fraudulent transactions totaling {$3100.00} were made at merchants in XXXX and XXXX XXXX XXXX XXXX XXXX places I have never visited or shopped at : - XX/XX/XXXXXXXX XXXX XXXX  {$300.00} - XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX {$960.00} - XX/XX/XXXXXXXX XXXX XXXX XXXXXXXX, {$920.00} - XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX {$930.00} After reporting the fraud, BofA XXXX multiple new cards to my accommodations in XXXX XXXX XXXX but I never received the physical cards. I was able to use my new digital card, but the physical ones never arrived at my location in XXXX XXXX to date. 

**Additional Attempted Fraud XX/XX/XXXX : ** On this date, another fraudulent transaction was attempted and rejected for {$2700.00} at XXXX XXXX XXXX same merchant at the same location as in the original fraudulent event. Additionally : - After unsuccessfully attempting to further defraud me, the fraudster attempted to add my new card to their digital wallet using a phone number and IP address unfamiliar to me. 
- BofA has records of the phone number, IP address, and geolocation of the device used, which could identify the fraudster as they notified me that they had this information and asked me to verify if the information is familiar - I was not in possession of the new physical card at the time, yet the transaction showed as card present, proving my card details were compromised. 

**How My Information Was Likely Compromised : ** I suspect my phone was compromised when I purchased a XXXX XXXX from a vendor in XXXX XXXX when I first arrived in XXXX. This theory is supported by the fact that my fianc ( an authorized user of my account ) sent a photo of their new BofA card ( issued to our U.S. address ) to my phone after they returned to the US, and that same card 's details were used digitally in the attempt to add the card digitally to their phone including my fianc 's name. 

**Bank of Americas Failure to Protect Me : ** - Denied My Fraud Claim Despite BofAs own records proving fraud, they held me liable.

- Failed to Deliver New Cards Three different cards were issued but never arrived. 
- Ignored Key Evidence The fraudsters phone number, IP address, and location data should have been used to identify the culprit, not blame me. 
- Contradictory Data The similar transactions at similar sounding merchants in XXXX coupled with the XX/XX/XXXX fraud attempt displaying similar characteristics should have confirmed fraud beyond any doubt, yet my claim was still denied.

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