Consumer complaint received 2026-06-01 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a company's investigation into an existing problem — Investigation took more than 30 days
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
I dispute Bank of Americas denial of my credit card fraud and billing-error claim. I submitted a fraud report involving unauthorized activity on my credit card account, including disputed charges and multiple fraudulent payments. However, Bank of Americas representative incorrectly selected or coded the claim as I did not apply for this card. That is not my claim. My actual dispute is that there was unauthorized and fraudulent activity connected to the credit card account. This includes disputed charges, multiple fraudulent payments, and activity connected to a checking account that was later closed. The closure of the checking account is an important fraud-related fact and should have been reviewed as part of the investigation. Because the claim was incorrectly coded, Bank of America appears to have investigated the wrong issue. The denial letter dated XX/XX/year> does not address the actual fraud pattern. It does not provide transaction-level findings, does not identify the evidence relied upon for each disputed charge or payment, and does not explain how Bank of America concluded that the activity was authorized. Statements being mailed and payments being made do not prove authorization. Fraudulent or unauthorized payments can occur as part of an account-takeover event, unauthorized access event, or broader fraud pattern. The existence of payments does not establish that the disputed charges, payment instructions, payment source, account access, or payment activity were authorized by me. This matter should be reviewed as a credit card unauthorized-use and billing-error dispute under the Fair Credit Billing Act and Regulation Z, including 15 U.S.C. 1666 and 12 C.F.R. 1026.13, not as an application-fraud claim. I request that Bank of America immediately reopen the investigation under the correct claim category : unauthorized charges, fraudulent payments, and billing errors. Requested reinvestigation and records Please provide a complete written explanation and documentary basis for the denial, including : 1. The corrected claim classification showing that the dispute concerns unauthorized charges, fraudulent payments, and billing errors, not a claim that I did not apply for the card. 2. A transaction-by-transaction explanation for each disputed charge, including the date, amount, merchant descriptor, and specific reason Bank of America concluded the transaction was authorized. 3. A payment-by-payment explanation for each disputed or fraudulent payment, including the payment date, amount, funding source, routing/account information, authorization method, IP address, device information, timestamp, and any authentication records. 4. The bank-side authorization and authentication evidence reviewed, including card-present/card-not-present data, AVS/CVV results, 3-D Secure or OTP records, IP addresses, device identifiers, timestamps, geolocation indicators, login records, and account-access logs. 5. Any merchant-side documentation relied upon, including signed receipts, invoices, contracts, shipping records, delivery confirmation, delivery signatures, carrier records, and merchant communications. 6. All fraud-claim intake notes, claim-coding history, investigation notes, internal decision logs, call notes, system notes, screenshots, workflows, and denial notes. 7. Records relating to the checking account closure and how that closure was considered in the fraud investigation. 8. A full accounting showing how the balance being collected or sued upon was calculated, including charges, payments, reversals, fees, interest, collection costs, and any attorney or court-related amounts. Cease-and-desist and request to suspend collection/litigation I dispute the debt and the balance being pursued. I request that Bank of America and any collector, collection law firm, litigation counsel, debt buyer, or third-party servicer immediately cease collection communications with me except for communications required by law, court-related communications, written responses to this dispute, or communications confirming account status. Because this matter involves unresolved fraud, multiple fraudulent payments, a closed checking account, and an incorrectly coded fraud claim, I request that Bank of America immediately suspend or stay all collection and litigation activity pending a proper reinvestigation of the actual dispute. This includes requesting that any collection law firm or litigation counsel not seek default, judgment, garnishment, levy, settlement pressure, or enforcement activity while the disputed balance remains unsubstantiated. If Bank of America has referred, assigned, placed, or sold this account to any collector, debt buyer, collection agency, collection law firm, or litigation counsel, please identify that entity in writing and confirm that Bank of America has notified them that the balance is disputed due to fraud, wrong claim coding, unresolved billing errors, and lack of transaction-level substantiation.

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