Consumer complaint received 2026-03-30 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:
On XX/XX/year>, someone used my Bank of America credit card information to purchase {$1100.00} worth of merchandise at a XXXX XXXX in XXXX XXXX, NJ. It was made through contactless purchase, so the person somehow got my info onto their phone. I called XXXX XXXX and got a copy of the receipt ( which indicates that it was a contactless purchase ). Three items were on it : XXXX XXXX ( XXXX ) XXXX for XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I filed a credit card fraud complaint with Bank of America and they rejected my claim.Their response : " 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 a signed receipt or contract. We made this decision because : We confirmed your card was used for the charge ( s ). The chip was read, your PIN was entered, and/or you signed for the merchandise or service, which indicates you or someone you allowed to use your card was present. '' I was not present at that store. I have never been to it. I live in XXXX, NY. Nor did I allow someone to use my information to make that purchase. This was theft. Today I went to the police station in XXXX to file a report, which they would then send to the XXXX XXXX, NJ Police Department. I was told I need to come back with a bank-issued copy of the my credit card statement. I will be doing that. Today I also went to a local branch of Bank of America. The person helping me there got a woman from the BOA fraud department on the phone. She told me she would re-open my claim. She did not have any helpful answers to what other steps I could take to resolve this matter. She suggested that if I could prove where I was at the time of the purchase and it wasn't the store, that might help my case. As far as I can tell from the receipt, it happened at XXXX ( XXXX ) on XX/XX/XXXX, which was a Saturday. I don't know that I can find any useful evidence proving that I was home, probably watching tv, at that time. The gentleman at the Bank of America location suggested perhaps I could call the XXXX XXXX store to find out what type of phone was used to make the purchase and if it didn't exactly match mine ( of which it seems there is a high probability ), that I might be able to use that as evidence. I tried doing this but the XXXX XXXX phone system will not connect you to a particular store. I am outraged because I have been a loyal customer of theirs for 24 years. This is a double slap in the face because I both trusted them to protect me from situations like this ( and they currently are not ) and I'm in jeopardy of losing {$1100.00}. I would hugely appreciate any help you can provide. Thank you.

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