Consumer complaint received 2026-02-09 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
XXXX'This information comes from handwritten documentation we have collected from the start of fraudulent activity we noticed on our Bank Of America (BOA) credit card ending in XXXX  beginning XXXX through early XXXX XXXX. Notes were made whenever we spoke with BOA representatives. XXXXreopen the claim and to notify XXXX and XXXX XXXX We informed her we had filed a police report in early XXXXXXXX  midafternoon I received over 100 plus text messages over 5-10 minutes from weird websites. I deleted and reported them all spam as soon as they were coming in but couldnt do it fast enough and turned off my phone for a while. That seemed to stop them once phone turned back on. We didnt know what that was all about. Did check my BOA App no new transactions were seen nor one from XXXX XXXX.  I didnt know what to think about it all. XXXXWe finished our work there and visited with family. We left late Thursday night around XXXX  and drove all night back to our home in Florida as we had a commitment with our grandchildren later that day XXXX XXXX   Received a message on my cell phone from Bank of America (BOA) to call the Fraud Department.   Did not call the provided number but verified that it was a BOA number.  Called back using the main customer service number just to be safe.  Agent informed me (his name sounded like XXXX that there appeared to be a fraudulent transaction (transfer of funds) from my account XXXX in the amount of XXXX  He asked if I had a XXXX  or XXXX XXXX XXXX XXXX XXXX. Informed him I did not have credit cards or bank accounts at any of those banks now or in the past. He said they would close the account, and I would not be responsible for the charges.  A new credit card XXXX) would be issued and mailed out.  I asked him if I needed to do anything else to prevent further fraudulent activity. It was my understanding that I was protected from any additional new fraudulent charges and that a fraud alert was placed on my BOA account.   BOA Phone message was dated XXXX XXXX XXXX and the return call was placed by me around XXXX XXXX    Attempted to access my BOA account from my phone App but was unable to verify because landline phone number XXXX XXXX XXXX  linked to the account was out of service.   We were having computer and printer issues at the time and thought that the phone issues were related to that and the newly installed fiber optic XXXX  lines installed on XXXX.  Spent several days trying to troubleshoot computer/printer/phone issues to make sure issues were not related to our home connections or equipment.XXXX    Received mail from BOA about a credit limit increase (I did not ask for) from XXXX XXXX XXXX  on XXXX letter was dated XXXX   Also, around the same time, I received a new cash card XXXX with a XXXX credit limit by mail from BOA.  This new Card XXXX) was not authorized or asked for and had never been activated by me.  I thought it was all junk mail as I had not signed up or requested a new credit card or increased credit limit and thought my current card was closed due to fraud claim I reported to BOA on XXXX & had not received or activated the new credit card XXXX  they were to send me to replace the old XXXX card. Holiday interfered with further immediate follow up and thought it was an error since under stood our account was to have a fraud alert in place.XXXX    Attempted to access BOA phone app and could not because landline was recovery number and phone was still out of service XXXX  Trouble shooted phone once again. \XXXX   Contacted XXXX about phone service and was told that (after 45 years of continuous XXXX service!), our telephone number had been ported to XXXX XXXX.  This was NOT requested by us nor was the transfer (porting) done with our knowledge or authorization.  Contacted XXXX and was transferred from representative to representative repeatedly.  Spent 2-3 hours on the phone with XXXX and just as long with XXXX  prior to calling XXXX. Neither carrier could understand or help with the problem.\nXXXX  We called XXXX fraud department again the next morning and requested a supervisor as representatives were unable to help & we kept being transferred to different departments!  Supervisor wanted an email sent to them explaining what had happened and to attach a previous bill showing that we formerly had service with XXXX   Once that information was received, they would coordinate with XXXX  The Supervisor assured us that our problem would be resolved and straightened out within 4 hours. We called XXXX  Fraud department and were connected with a representative XXXX who actually called XXXX  fraud department while we were on the phone with him.  Within a few hours, our service was restored.  Little did we know that the porting of our landline XXXX number from XXXX  to a wireless provider XXXX was central to the fraud that we were undergoingXXXX    Now that I had my credit card account recovery landline number XXXX) restored for the BOA account, I could access my account, change my password, add my cell phone number and check my profile information.  For this first access using my BOA cell phone app, I used my landline XXXX to get a security code called to me on that number.  Once I opened the account, I was shocked to see my credit limit actually was increased to $XXXX XXXX XXXX XXXX XXXX XXXX XXXX and that a new cash card XXXX was added to my account without my knowledge or authorization.  The new balance on my card ending in XXXX  was over XXXX  with a payment of nearly XXXX  due on XXXX  The new fraud cash card ending in XXXX also had a balance of XXXX and that funds had fraudulently been transferred to some XXXX account.  This card XXXX I received in the mail still has NOT been activated and never authorized. None of this was authorized OR requested by us. Also saw my email was changed from original XXXXl to some random one that was definitely not ours.XXXXXXXX    I called BOA again to talk with the fraud department and after another long hold time was connected to a representative named XXXX  Explained the situation regarding the initial fraud on XXXX, a new card being issued, and the subsequent new fraud after we thought the account had been closed and had fraud alert in place.  She said that my initial call to BOA Fraud Department on the XXXX XXXXesulted in a new card being issued but the account was never marked for alerts or claims.  She said the new card was accessed and charges made, credit limits increased, more charges and a new cash card set up.  It was my understanding that my call on XXXX was about the fraud charges and no one would be able to access my old or replacement account since fraud alert or claim was in place. XXXX stated that no fraud claim was issued on my behalf at that time and just a new card was issued. Was informed the fraudsters accessed my XXXX  card and made cash transfers to a XXXX XXXX on XXXX XXXX XXXX XXXX XXXX on replacement card XXXX  (I did not even activate yet) for XXXX  to a XXXX XXXX and a newly opened XXXX XXXX XXXX charges of XXXX  were transferred to a XXXX XXXX XXXX (this account number was given to me by XXXX  at BOA the fraud representative I spoke with that day). Asked what we should do going forward and was informed a letter telling us what to do to dispute these fraud transactions would be sent to us soon.  Also informed us that the new account XXXX was closed and we were not responsible for any of this fraud debt but had to contest the other fraud claims.  Did not make sense since we had informed BOA on XXXX XXXXhat the fraud charges /transfers were not made or authorized by us and our account had fraud alert on it.  Asked for letter to verify this be sent to us.XXXX    Reported fraud/identity theft to FCC and FTCXXXX     Alerted XXXX XXXX  and XXXX  and froze credit rating access.  Credit Rating has already fallen by over XXXX  points! \XXXX  We placed call to BOA Fraud department again and spoke with XXXX (XXXX XXXX explained the fraud mess with our accounts and he was able to help us access our \naccount on our computer. We verified that a fraud alert and claims were on our account. We asked why no alert/claim was placed XXXX on initial account XXXX after we had notified BOA.  He explained we only had to pay on our true debt and not on the fraud transactions. We explained we were waiting for a letter to tell us how to proceed after talking with BOA fraud department XXXX XXXX XXXX  Filed police report with XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXnAll letters from BOA since the fraud occurred have been saved, with dates of receipt noted on each.  Temporary credits were placed for XXXX XXXX XXXX  accounts fraud amounts of XXXX XXXXnd XXXX and letter received XXXX XXXX XXXX XXXX received letter dated XXXX XXXX that claim was resolved for account XXXX for XXXX and we were not responsible for any charges and account was closed. We had not received any letter of how we are to proceed to refute the fraud, just a letterXXXX telling us that BOA was working on our fraud claim and there was nothing we needed to do now. \nNew credit card issued for us XXXX was received XXXX but we never activated it. We paid BOA the legitimate amount due on XXXX  and will not pay for any fraudulent debt that does not belong to us.  \XXXX  1XXXX  called BOA again spoke to XXXX  about letter to XXXX we received XXXX  about new cash rewards account that he did not ask for rXXXX XXXX XXXX Account /application closed and was told fraud alert was in place. Called or was transferred to XXXX  fraud department around XXXX XXXX and then transferred to supervisoXXXX XXXX XXXX XXXX We again reviewed all issues of fraud claims on XXXX XXXX XXXX  accounts, temporary credits and that XXXX account was resolved and closed. She would make sure letter was sent to us. Alerts were again confirmed on our accountXXXX we finally received letter telling us how to proceed with our claim and information needed to be sent by mail.  We were preparing our information and records to mail/faXXXX XXXXe received an email from BOA about the claims but were unable to access information by app and hand to spend more time on hold with BOA to try and access information. Spoke with XXXX  and informed us that fraud claims were denied and our account XXXX  was closed. We again denied these fraudulent charges and said we didnt even get a chance to refute in writing being we just received letter of what to send on XXXX  Said to try and call these banks and get information. We attempted to but since we have no accounts at either bank there wasnt much information to be given. Said she would reopen the claim and to notify XXXX XXXX XXXX XXXX. We informed her we had filed a police report in early XXXX.XXXXWe called XXXX XXXX  and they were unable to help w/o an account but we could fill out a fraud claim on their website. We will fill out the fraud claim with XXXX  that we will mail in to them (only way, not online). XXXX XXXX  we were unable to get any help from since we had no account thereXXXX XXXXWe then called the detective from our police report we filed in XXXX XXXX  with XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. We informed her of the situation, and she would take care of it and send necessary subpoenas, etc. \nWe have also filed an FBI-IC3 report and supplied that to Bank if America and the XXXX XXXX XXXX detective handling our case.\n \nPlease note we have filed this claim with Bank of America in XXXX XXXX XXXX XXXX in response to either a request for additional information or a denial of claim.\n\n\nPLEASE CONTACT ME AT XXXX  CELL PHONE THE XXXX  IS A LANDLINE'

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