Consumer complaint received 2025-04-28 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: SC

Complaint narrative:
Bank of America XXXX XXXX XXXX XXXX ( Claim # XXXX ) On XXXX XX/XX/year>, I received a call from a Bank of America ( BofA ) representative ( Attachment # XXXX is the copy of the caller ID from my cell phone ). The call was from a legitimate BofA phone number. I was informed that there was suspicious activity on my credit card, number ending in xxxx. Did I authorize a cash transfer of {$9000.00}? I told him that I absolutely did NOT authorize that transfer. I asked why I didnt get a text notification from the bank alerting me of this transaction. They said that the scammer XXXX my notification alerts. He assured me that he would reverse the transaction and would close the credit card and issue me a new one. He also claimed to transfer me to a fraud XXXX who would issue the fraud alert. The person on the phone did XXXX and the {$9000.00} charge went through. I also received a customer survey from BofA asking me if I was satisfied with the service I received. Attachment # XXXX. I suggest looking up the phone recording to ( this call XXXX be monitored for quality purposes ) affirm the conversation between the customer service representative and me. 
On XXXX XXXX, I discovered that the transaction, WAS entered against my account, despite what the person told me on the XXXX. I called the Bank of America contact us number and explained what had happened. They suggested that I call the credit card XXXX department, which I did ( see call log ). 
On XXXX XX/XX/year>, A fraud alert was placed on my credit card and the transaction was reversed. 
On XXXX XX/XX/year>, I received the first claim denial ( Claim # XXXX ). See Attachment # XXXX. They state that a balance transfer went directly into an account in your name. They didnt say which account it was transferred to or any other information. I dont have any other bank accounts in my name. 
On XXXX XXXX, I called the BofA fraud number again and disputed the claim. The representative even agreed with me that there were no notes supporting the denial on file and she was going to re-file the fraud claim. ( See call log ) On XXXX XX/XX/year>, I received the second claim denial. Their claim was that a balance transfer went directly into an account in my name. No disclosure of what account or any other documentation to support their claim. See Attachment # XXXX. 
On XXXX XX/XX/year>, I went to the XXXX XXXX Branch of BofA and spoke to XXXX XXXX and told her everything that had happened up to date. She reopened the fraud claim and took copies of the caller ID. She gave me an account number for a XXXX XXXX account that the money was wired to. I DONT have a XXXX XXXX ACCOUNT! I went to XXXX XXXX to confirm that I didnt have an account with them. They wouldnt confirm or deny whether I had an account without a police report. 
On XXXX XX/XX/year>, I filed a police report with the XXXX XXXX police. ( XXXX Report # XXXX ; available upon request ). XXXX XXXX told me that without BofA authenticating that this is fraud, the police will not investigate. Since BofA is disputing the fraud claim, its my word against theirs. 
On XXXX XX/XX/year>, I downloaded and saved a copy of MY Alerts History from the BofA account website. Attachment # XXXX. There are NO authorization codes OR alerts for a {$9000.00} transaction on XXXX XX/XX/year>. 

Note : ALL of this information has been sent to the XXXX of the XXXX XXXX branch of BofA, who is working the customer service complaint aspect of this claim. 
On XXXX XX/XX/year>, I received the third claim denial. Attachment # XXXX. They still alleged that the charge was made using XXXX of my verified devices, like a cell phone or tablet. I only have XXXX cell phone. Why isnt this listed in my XXXX XXXX??? 
On XXXX XX/XX/year>, I contacted XXXX, my identity theft protection plan, operated through the XXXX XXXX XXXX XXXX ( OPM ). Spoke with XXXX XXXX, Restoration XXXX and part of Experian XXXX ( XXXX, Case # XXXX ). We were on the phone for over XXXX hours. She contacted XXXX, of the BofA fraud line and explained my situation, while I was also on the line ( recorded by Experian ). XXXX stated that she had not received any documents from the BofA XXXX XXXX and usually worked separately from them. Good to know now! I asked XXXX to please forward me any documents they used to make this decision. She agreed to do that. To date, I have NOT received anything from BofA. She advised me to fax any useful information to the fraud department which would help my case. Next, XXXX contacted the XXXX XXXX fraud department ( again we me on the line, recorded ). XXXX, from XXXX XXXX confirmed that I DO NOT, in fact have a XXXX XXXX account and she would not pursue a fraud claim against the account number I supplied. The OWNER of the account would have to do that. My name was NOT on that or any other account. Note : I can corroborate not having a XXXX XXXX account by downloading my credit report to prove that I DO NOT have a XXXX XXXX account. ( See call log ). 
On XXXX XX/XX/year>, I faxed XXXX pages of documents to the BofA XXXX department for their review. Receipt confirmed. 
On XXXX XX/XX/year> filed a complaint with the Internet Crime Complaint Center ( XXXX ), submission ID : XXXX. Available upon request. 
On XXXX XX/XX/year> filed a consumer fraud report with the FTC # XXXX. Available upon request. 
On XXXX XX/XX/year>, I downloaded all text and phone call activity from my cell phone provider ( XXXX ) for the days of XXXX and XXXX XXXX. As documented, I received a phone call from BofA on XXXX XXXX, lasting XXXX minutes. THERE WERE NO TEXTS RECEIVED OR SENT XXXX BofA on XXXX XXXX or XXXX of XXXX. I ONLY HAVE XXXX PHONE. Attachment # XXXX. 
On XXXX XX/XX/year>, I spoke to XXXX to ask about the status of the information I faxed and if it was reviewed. Now, I am getting payment due notices for the fraudulent charge. XXXX reviewed the documents as we were on the phone, which was what I suspected. No one had bothered to look at them! She said she sent up to management and was instructed to reopen the claim. Currently, XXXX XX/XX/year>, I STILL have a payment due date of XXXX XX/XX/year> and NO fraud dispute against the claim. I also requested XXXX to please forward me any supporting documentation ( again ) used to support this denial. 
On XXXX XXXX, I received a call from the Branch Manage of the XXXX XXXX BofA and told me they have an account number with XXXX XXXX ( XXXX XXXX ). He insists that I get a letter from XXXX XXXX to affirm that I do not have an account with them. I suggested that HE call and confirm that the account number was not mine. He said they wouldnt tell him anything. I asked him why he thought that they would give me any information? No answer. 
On XXXX XXXX, I received a the " supporting documentation '' to determine the claim denial. They sent copies of the denial letters that were previously sent to me, with no supporting details whatsoever. 
On XXXX XXXX, I received a fourth claim denial, after submitting to them phone records confirming that I did not receive or send any texts to Bank of America on the XXXX or XXXX of XXXX. 

I haven't added any of the attachments, but are available upon request.

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