Consumer complaint received 2025-05-09 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: NY

Complaint narrative:
On XXXX XXXXXXXX XXXX I applied the Bank of America ( BOA ) Customized Cash Rewards credit card online and got a confirmation on XXXX XXXX about my card should be created soon. 
On XX/XX/year>, my online account status showed that my card is shipped by USPS and advises me to wait for 7-10 business days to receive the card. However, On XX/XX/XXXX, while I'm still waiting for my card 's arrival, I got a text message from BOA informing there is a charge at XXXX XXXX with amount {$1000.00}. I didn't event get any verification text or email about this transaction which it just went through. It's not a few dollars but more than XXXX XXXX USD. 
I then soon called BOA customer hotline to report a fraudulent use of my card on the same day, XX/XX/XXXX. BOA customer agent replied it seems like my mail was stolen from my address and I refuted that's impossible because the card was shipped on XX/XX/XXXX and it wouldn't arrive in XXXX that quick on XX/XX/XXXX with XXXX regular mail that's too fast and that wasn't expedited or expressed mail. I also searched that XXXX XXXX ID on the transaction and it shows is located in Maryland which I live in XXXX. I strongly doubt that my card might be stolen on the process with BOA internally or on the delivery by USPS. 
BOA agent helped me filed fraud claim and it shows on my account dated XX/XX/XXXX. 
On XX/XX/XXXX, my online account shows the statement is ready and shows that I have minimum payment {$35.00} needs to pay. I reached BOA customer hotline again and I stressed that's not my fault and why I need to pay first. My experience with BOA is such a mess. Even BOA 's customer agent assured me that's optional which I can pay first or wait until the investigation result is completed, but agent says it may result in a late payment fee if I chose not to pay first. I replied once the investigation is completed, I will close my account, so I don't want to pay the minimum amount and I no longer trust BOA and not satisfied with the way how they handle my fraud claim. 

Think about this XXXX ) How's that possible I applied the card on XXXX XXXX and the statement date is XX/XX/XXXX. XXXX ) How's that possible, the status showed the card was shipped on XX/XX/XXXX and got compromised on XX/XX/XXXX even before I receive it. There is no way for BOA expect customer who gets frequent or multiple fraud charges at a time and still need to pay the minimum fee first and wait for the reimbursement several months later after the investigation is done. Customers should never be asked to pay first or face potential penalty for late payment fee or credit reputation impact. 
In addition, BOA agent said the fraud investigation usually may take up 90 to 120days and customers need to pay and wait for result and reimbursement several months later. For those who often got fraud charges, I would say customers would need to wait forever.

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