Consumer complaint received 2026-04-08 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:
Complaint against : Bank of America Product : Credit card Issue : Dispute transaction / Fraud Complaint narrative : I am filing a complaint regarding Bank of Americas denial of my fraud claim ( Claim # XXXX ) involving a {$1900.00} credit card charge resulting from an airline impersonation scam. On XX/XX/year>, I called what I believed was XXXX XXXX customer service after searching for their contact number. The individual I spoke with falsely represented themselves as XXXX XXXX and instructed me to purchase a more expensive refundable ticket in order to cancel my existing ticket. This was a fraudulent misrepresentation designed to induce payment. The charge was processed by a merchant identified as " XXXXXXXX XXXX XXXX, '' which is not XXXX XXXX. I would never have authorized this transaction had I known the true identity of the merchant. Key facts demonstrating fraud : The confirmation email came from XXXX, not XXXX XXXX XXXX XXXX confirmed this company is not affiliated with them I never received a valid airline ticket number XXXX confirmed no reservation exists in my name No services were delivered The merchant misrepresented their identity and affiliation The phone number later went unanswered This matches documented airline impersonation scams I reported the fraud promptly after discovery : XX/XX/year> Reported to Bank of America XX/XX/year> Fraud claim opened Card immediately closed per bank recommendation I provided Bank of America with documentation including the fraudulent email, charge documentation, fraud timeline, and evidence of known scam patterns. This transaction meets the definition of fraud because authorization was obtained through impersonation and material misrepresentation. Under XXXX rules XXXX transactions authorized under fraudulent pretenses are still considered fraud. Despite this evidence, Bank of America denied the claim. I believe the transaction may have been incorrectly classified as a merchant dispute rather than fraud induced by deception. This loss of {$1900.00} represents a significant financial hardship and resulted from a sophisticated impersonation scam. I took immediate steps to report the fraud and prevent further losses. I am requesting that Bank of America : Reconsider this claim under fraud provisions Explain what evidence was relied upon in denying the claim Identify what fraud criteria were applied Confirm how this case does not meet fraud definitions involving impersonation I am submitting this complaint in good faith and requesting a fair review under applicable consumer fraud protections. Desired resolution : Reimbursement of the fraudulent charge and proper classification of the transaction as fraud.

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