Consumer complaint received 2025-03-12 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: FL

Complaint narrative:
Subject : Urgent Request for Further Investigation Bank of America Claim # XXXXXXXX XXXX XXXX  XXXX XXXX Fraud Claim Dear Consumer Financial Protection Bureau XXXX This letter is a follow-up to our previous complaint regarding Bank of America 's fraudulent activity and our subsequent experiences with their dispute resolution process. We are writing to you again due to the unacceptable response we received from Bank of America in their letter dated XX/XX/year>, regarding our initial claim number XXXX. A copy of their letter is attached. We believe that Bank of America 's actions warrant further investigation by the CFPB, and possibly a criminal investigation into their business practices. 

Their letter is not only inaccurate and misleading but demonstrates a blatant disregard for the facts and a deliberate attempt to evade responsibility for the fraudulent activity on the XXXX XXXX XXXX XXXX credit card. 

Bank of America bases its denial on the false assertion that the card was used with a chip, PIN, or signature, implying authorized use. This claim is demonstrably false. The entire premise of our complaint is that we never received/used the credit card. How could we, or anyone we authorized, have used the card when it was never in our possession? This is the core of the fraud, and their response completely ignores this crucial fact. Bank of America is sending credit cards that are already ready to use, with a sticker stating : " Your card is ready to use. You can now simply tap to pay whenever you see this symbol ( contactless payment symbol ). '' SEE ATTACHED THEIR CARD. 

Furthermore, their letter conveniently omits critical information that undermines their position : UPS Tracking Number XXXX : Bank of America provides this tracking number, yet fails to acknowledge that it proves the credit card was never delivered to XXXX XXXX XXXX  XXXX 's requested address. Instead, the XXXX tracking record clearly shows the delivery location as " OTHER, '' meaning the card was not delivered to the intended recipient. This constitutes irrefutable evidence of Bank of America 's negligence in failing to ensure secure delivery. 
XXXX XXXX XXXX XXXX Bank of America asserts that " the card must be present in order to be added to a digital wallet, '' a claim we find preposterous and unsubstantiated. We already explained to Bank of America 's representatives that their cards are sent ready to use, requiring no further action from the customer. We specifically complained about this during phone calls with their representative, questioning how they could send cards ready to use without requiring a call, PIN, or account verification before activation! Bank of America omits this critical detail. The latest phone call was more that 1 hour long and we spoke with XXXX XXXX ( if we got her info correct ) from North Carolina that might be higher up/supervisor as we requested to speak with supervisor. 
The UPS delivery states that the card was NOT delivered to us by XXXX. Delivery location named OTHER! Feel free for anyone reading this letter to just insert tracking number into ups tracking system. We are attaching proof of that as well. 
We are actively working with the Florida Attorney General. 
Bank of America 's claim that they " are unable to confirm '' our allegations regarding assurances made by their assisting agent is disingenuous. We maintain that we were given assurances, and the fact that they can not " confirm '' them does not negate their occurrence. Moreover, whether or not those assurances were made, the objective facts of the casenamely, the undelivered card and the fraudulent chargesremain unchanged. 

It is increasingly clear that Bank of America has no intention of conducting a legitimate investigation. Instead of investigating, they deliberately attempt to shift blame and evade responsibility. 

We ask : Why Bank of America did not hire local police investigators and not checked security footage in moment of transaction from XXXX XXXX, shown it to all agencies involved in this case, and shown the face of the person making the purchase? We are waiting for them to do so. 

Bank of America 's attempt to blame XXXX XXXX XXXX XXXX for this fraudulent activity is not only unfounded but borders on malicious. We are actively working with the Florida Attorney General 's office, and this letter, with its misrepresentations and omissions, will be presented as further evidence of Bank of America 's negligence, incompetence, and possible criminal activity.

Therefore, we urge the CFPB to : Conduct a thorough and independent investigation into Bank of America 's practices regarding credit card issuance, fraud investigation, and dispute resolution. 
Consider the possibility of a criminal investigation into Bank of America 's handling of this and similar cases. 
Compel Bank of America to conduct a proper investigation into this specific case, including reviewing security camera footage from XXXX XXXX. 
Require Bank of America to immediately remove the {$3000.00} fraudulent charge from the XXXX XXXX XXXX XXXX account. 
Ask Bank of America why they are sending credit cards ready to use. How they are going to deny this? 
We reiterate our intention to pursue legal action against Bank of America for all damages resulting from their negligence and bad faith. We expect a prompt and decisive response to this letter, including an outline of the steps the CFPB will take to investigate this matter. 

We are providing with this complaint : -example of replacement bank of america credit card which is ready to use as they state on card sticker -XXXX  tracking proof of delivery " OTHER '' -latest letter from Bank of America where they are backing up their initial false claims. 

Sincerely, XXXX XXXX XXXX XXXX

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