Consumer complaint received 2025-05-12 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: OR

Complaint narrative:
Summary : In XX/XX/year>, I experienced a fraud charge ( {$1500.00} ) from a vendor that I have never heard of or dealt with prior. I reported the issue to BoA right away and have followed all the steps instructed to make sure I did all the right things. However, I have been tossed back and forward between XXXX of XXXX internal departments ( XXXX their Fraud Department and the other one is their Bill Department ) without any clear resolution. As a customer, my efforts include, summarizing and submitting all the documentations to BoA, following all the instructions received, visiting their local branch to get in-person help ( a total of XXXX  times ), and calling the numbers that were provided by BoA ( numerous times ). On XX/XX/XXXX, I received a decision from BoA claiming it was determined not a fraud because I was not able to provide a receipt of the reported transaction but how could I have a receipt if it was a fraud to start with? I am submitting this complaint to report : ( XXXX ) BoA failed to protect their customers core rights and benefits by ruling a clear fraud case as not fraud ; ( XXXX ) BoA does not have a proper business process to handle fraud cases reported from customers with major gaps in investigations as well as determinations, resulting flawed decisions and causing financial damages to their customers. 


Details : On XX/XX/year>, I found my credit card was charged {$1500.00} by " XXXX '' and I immediately filed a fraud claim to Bank of America since I didn't recognize this transaction. I never heard about this website and never placed the order. My credit card got replaced with a new one, following my fraud dispute to BofA. 
On XX/XX/year>, I received a package and discovered that this was a package from that website mentioned above. I didnt place this order, and I had nothing to do with this purchase. To make sure I do the right things, I still contacted " Headphones.com '' customer service to return the item ( without even opening the package ). 
On XX/XX/year>, BofA closed my fraud claim : only because there was XXXX item that was delivered to me ( I provided all the documentation to BoA, including shipping labels, etc, when I returned the item to the vendor ), even though that I never ordered it and had no means to assess its valuation, BoA withdrew my fraud dispute. As a result, my credit card statement was updated to show a due payment of {$1500.00}. Meanwhile, I couldnt get a refund from the vendor, either, even after the item was returned to the vendor, because the vendor is claiming that BoA still holds a chargeback of the reported transaction. To me, this whole scheme is either a new type of fraud or BoA is failing to deliver their responsibilities to the customers. As a customer, I am now due for a {$1500.00} charge ( for an order that I have never ordered and have already returned ). 
On XX/XX/year>, I started visiting a local BoA branch for in-person help after exhausting what I could do by calling and reaching out to them online. Since the fraud case has been closed, I was then recommended to file a new billing dispute ( instead of a fraud dispute ). During the investigation process, I provided all the information I have along with the timeline details as well. However, BofA still denied my claim because I could not provide the purchasing receipt, which was ridiculous as it was a fraudulent case to begin with and I could not provide any receipt for something that I have never ordered myself. 
On XX/XX/year> and beyond, I have been again visiting local BoA branches and calling BoA ( multiple departments ), continuing to look for further resolutions for my case. 

I would like to escalate this case to the Bureau and seek any help that I could possibly receive to resolve the issue. Thank you for your kind consideration.

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