Consumer complaint received 2026-01-29 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: CA

Complaint narrative:
My Bank of America Visa XXXX rewards card was used to make 3 fraudulent purchases while I was on vacation in XXXX, XXXX. This was on XXXX XXXX XXXX. I did not know these charges had occurred until I saw my bank statement after being home for about 2 weeks. The total for the 3 charges was {$3900.00}. A large amount, I am sure I did not make these charges. I was surprised I did not get any fraud alerts from Bank of America about these fraudulent charges. They were not close to my other spending on this trip. I immediately called B of A to report the fraud charges. They cancelled my card and said they would credit my account for the amount of the charges. This was on XXXX. On XXXX XXXX I was notified that my claim of fraud was not allowed since my card was used for the charges and that I or someone authorized my me used the card. I did use the card in XXXX during those 3 days for over a dozen payments at various locations such as hotel check in, taxis, restaurants, museums, markets and shops. At any of those locations my card was in the possession of an agent or clerk while they processed the transaction. There was ample time to make the fraudulent charge using my card. Yes, my card or my stolen card information was likely used tor the fraud. But Bank of America does not seem to have considered that possibility. I called them back and asked for more details on the fraud charges. I requested to know the merchants name, type of business, time and location of the charge and the product or service received from these 3 charges. One charge was for {$3500.00} and the 2 others were for $ XXXX {$230.00}. This would help show that I would not make these while doing sightseeing in XXXX. After several calls on this I still did not have this information. I wrote a letter to the claim resolution center in XXXX, Texas also requesting all the information on these fraudulent charges. I asked for the claim to be escalated and receive more information on what is being done to investigate my claim. So now it has been about 30 days since l reported this fraud to Bank Of America. I have had about 6 phone calls with claims and sent a detailed letter requesting details on the charges I did not make. There has been NO meaningful response from Bank of America on any of these requests. I have not received any of the documents I requested, and am entitled to receive. Just 3 identical form letters saying the card was used so it must be you. Basically telling me I must be lying and I am the one engaged in fraudulent actions. Incredible. They also notified me that they have reported to all the credit reporting agencies that I am still disputing their decision to deny my fraud claims. In other words they will damage my good credit history if I continue to pursue my fraud claim. Isn't that Special. Come on Bank Of America. Every time I end the phone call with claim dept. they say " Thank you for being a valued customer for 19 years ''. The way I am being treated does not show that!

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