Consumer complaint received 2025-06-10 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: VA

Complaint narrative:
Summary of Complaint I am filing this complaint to formally dispute the handling of a fraudulent transaction on my Bank of America ( BoA ) credit card. Despite extensive documentation and communication over the course of XXXX months, I have been wrongfully held liable for a transaction I did not authorize, initiate, or benefit from. 



Background On XX/XX/year>, XXXX suspicious transactions in the amount of {$150.00} appeared on my account. I immediately flagged the transaction as unauthorized around XXXX AM, upon discovering it via online banking. BoAs own system identified the transaction as potentially fraudulent and encouraged me to file a claim, which I did that same day. 

Multiple BoA associates acknowledged in phone conversations that the transaction had red flags, including use of a VPN/proxy IP address ( later found to be associated with XXXX Web XXXX XXXX XXXX, VA ) XXXX and an unusual time of purchase. Yet, BoA continues to accept inadequate evidence from the merchant and has denied my claim repeatedlyon XX/XX/XXXX, XX/XX/XXXX, and most recently on XX/XX/year>. 



Merchants Position and My Rebuttal The merchant, XXXX XXXX, claims the order was fulfilled and delivered, citing a delivery confirmation showing a package left at a front door on XX/XX/year> at XXXX AM. However : No signed proof of delivery has been provided. 
No return was initiated, because I never received nor ordered the product in question. 
The only refund issued was a suspicious {$7.00} credit from an unrelated source, dated XX/XX/XXXX, with no explanation. 
Their supporting documentation includes basic public information ( name/address/email ) and proof based on XXXX XXXX  XXXX, which confirms nothing beyond data that any scammer using a data breach or lookup tool could obtain. 
The email associated with the transaction was XXXX, which is not mine. That address could have been used by anyone with access to my mailing information. 
The merchant has refused to provide meaningful documentation that would establish legitimate authorization ( e.g., a signature, verified ID, or valid device confirmation ). 

On page XXXX of their documentation, they admit the IP address is masked through a proxy/VPN and label the email as non-disposable but fail to acknowledge the high risk involved, rated as RISK-TB ( high risk for transaction based on IP/behavior ). 



BoAs Negligence Despite this overwhelming evidence, BoA has taken the side of the merchant based on insufficient and easily falsifiable data : Their denials are copy-paste responses, unchanged across all letters between XX/XX/XXXX and XX/XX/XXXX. 
BoA refuses to acknowledge the red flags raised by its own fraud detection systems. 
They have made no apparent effort to investigate deeper, contact me for clarification, or verify delivery personally. 
They continue to say the merchant confirmed delivery, but a delivery scan with no signature at a shared front door is not conclusive evidence. 

I have attached multiple pieces of correspondence with BoA where these points were raised and not addressed. Their insistence on removing the temporary credit while not challenging the merchants unverifiable documentation is grossly negligent. 



Latest Action Taken On XX/XX/year>, I contacted Bank of America again to ask the merchant again demanding proper resolution or detailed documentation. Based on past behavior they will continue to deflect and restate their position, without offering a clear XXXX XXXX or signed evidence of receipt.

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