Consumer complaint received 2025-06-26 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: CA

Complaint narrative:
Account ending in XXXX Date XX/XX/year> Claim number : XXXX Amount : {$2200.00} Im reporting the unsatisfactory practice of how Bank of America, my credit card issuer, has been handling the above mentioned claim. 

On XX/XX/year>XXXX  I received an email from XXXX soliciting feedback for a hotel stay in Hawaii from XXXX XXXX XXXX. I was very surprised because I did not book this hotel and certainly did not stay at this hotel during that time period. In fact, I was in XXXX during that time so I can not possibly be at 2 different locations that are far from each other. I called Bank of America credit card to report the fraudulent charge and disputed it on XX/XX/year>. At that time Bank of America representative assured me that they will handle and begin investigation with the merchant including getting proof of hotel registration and proceeded to close my account and replaced my credit card. The next day I received an email from XXXX confirming that the charge is being disputed and inviting me to write a statement about what happened. XXXX did not provide me with any kind of proof that I actually stayed at the hotel in Hawaii. I described to them that these charges were not authorized by me and I was not physically present at the hotel in Hawaii so I do not want to pay {$2200.00} for services I did not receive. A few hours later, I received a letter dated XX/XX/year>XXXX  denying my disputed charge because it was proven that I received the merchandise or the services. I called Bank of America fraud department again a few days later because I was not satisfied with their due diligence and requested they re-open the investigation. Bank of America requested that I fax in supporting documents to prove that I was not physically at the hotel in Hawaii and did not receive the services. When I told Bank of America representative named XXXX that it did not do its due diligence to request hotel registration to prove my stay, it assured me that I would have an opportunity to fax in my own supporting documents which will be reviewed by the fraud department. I faxed in a receipt from the hotel in XXXX where I stayed and also pages of my passport that indicated stamps confirming my entrance into and departure from XXXX. A couple of days later on XX/XX/year>XXXX  Bank of America sent me another denial letter indicating the same that I received merchandise or services and that everything was traced to me. Isnt that the nature of fraudulent transactions? Online thefts are savvy enough to mimic everything about me but if it can not be proven that I received the services because I was not there. I did not register at the hotel and I did not stay there. I have been a Bank of America customer for years and I believe they should demonstrate better due diligence and at least contact the hotel in question which will prove that I was not physically present during the time period disputed. All they did was contact the merchant, XXXX  who obviously stated that the charges were legitimate to benefit themselves. But in this case, Bank of America that was supposed to be on my side did not do anything else to investigate these fraudulent charges. In the meantime, the entire amount has been returned to my balance. This is not acceptable practice on how to handle a fraudulent charge. 

I request your assistance in resolving this matter and the return of my money. 

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 explanation