Consumer complaint received 2025-12-07 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: NJ

Complaint narrative:
In XX/XX/year>, I made a legitimate online purchase from XXXX consisting of XXXX items. Because they were fulfilled separately, XXXX charged me in XXXX transactions : {$130.00} on XX/XX/XXXX and {$1000.00} on XX/XX/XXXX. These XXXX charges equal {$1100.00}, which matches XXXX official invoices and the correct total for my purchase. 

On XX/XX/year>, an additional charge for {$1100.00} appeared on my Bank of America credit card. This charge was not authorized, does not match any XXXX invoice, and XXXX confirmed in writing that this transaction does not exist in their system. XXXX informed me they only processed the XXXX original charges and have no record, invoice, or authorization for the XX/XX/XXXX charge. 

I began trying to resolve this immediately. Since the day the charge appeared, I contacted both XXXX and Bank of America multiple times, provided documentation, and followed every instruction given to me. XXXX consistently confirmed the charge was not theirs and advised me to work with my bank because nothing in their system corresponded to that transaction. 

I disputed the XX/XX/XXXX charge with Bank of America multiple times : I first disputed it correctly as a duplicate/unauthorized charge, but it was denied with a generic explanation that did not address the evidence. 
A Bank of America representative told me to refile the dispute as fraud, explaining this was the only way to reopen the case. I relied on this guidance and filed a fraud dispute, which was also denied using the same generic reasoning. 
The case was reopened once more, and I was told I could not upload documents and instead needed to fax all evidence, including XXXX confirmation, my statements, transaction alerts, invoices, and a written explanation. I followed these instructions exactly and faxed a complete, organized evidence packet. 

Each time a dispute was opened, Bank of America issued a temporary ( provisional ) credit, which I understand is standard procedure. However, after each time they closed the case, the provisional credit was reversed, and the disputed amount was added back to my balance despite the fact that XXXX confirmed multiple times that they never submitted the charge. 

After the most recent reversal, the charge no longer appears as XXXX on my statement. It is now labeled as a fraud dispute entry instead of a merchant transaction. This indicates the bank internally reclassified the charge, further showing that it is not a normal or legitimate purchase. Despite this, the amount remains on my statement and continues to affect my balance and financial situation Bank of Americas denial relied heavily on the idea that this charge appears consistent with my prior XXXX activity. However, having a history with XXXX does not prove I authorized this specific full-amount transaction. I originally disputed this as a duplicate charge because it appeared to be the full total charged again after my XXXX legitimate purchases. After that duplicate dispute was declined, I reopened the claim as fraud based on Bank of Americas guidance and XXXX confirmation that they have no record or invoice for this charge. Also, XXXX transactions can appear under different billing descriptors depending on the type of purchase. App or media charges often display differently than XXXX XXXX hardware purchases. The legitimate transactions on my statement are associated with XXXX and this disputed full-amount transaction does not align with a valid, documented XXXX XXXX hardware charge for my order. Relying on general purchase history rules instead of the merchants confirmation and the specific facts of this case has resulted in an unfair outcome. 

I have complied with every step, provided complete documentation, and relied on Bank of Americas instructions throughout this process. At no point has Bank of America provided any merchant documentation showing that the XX/XX/XXXX transaction was authorized or legitimately

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