Consumer complaint received 2025-05-19 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: NC

Complaint narrative:
On Saturday, XX/XX/XXXX I placed an online order with XXXX for in-store pick-up using my Bank of America XXXX XXXX XXXX XXXX XXXX A hold was put on my card for the transaction ( actually more than XXXX transaction amount funds were held ). When my husband went to pick up the items in XXXX XXXX, he was told they had a system error, and had to swipe our card in store for the items and the pending charges would come off. The charged our card for the items we purchased at {$490.00}. There were multiple pending holds on the account, as if they had tried to charge our card several times. All but XXXX of those pending charges for the hold of {$560.00} came off. XXXX told us that the hold would come off in a day or so. On Wednesday, XX/XX/XXXX, I called BofA stating that this pending charge was still being held on my card and impacting the available balance on my card. They said, because it was a pending charge there was nothing they could do and that it should come off usually in XXXX XXXX if it hadn't come off by that night to call back to dispute it. It does not come off that night. My husband then on XX/XX/XXXX, calls XXXX 's and files a complaint on that end and gets the runaround from that company as well. On Saturday, XX/XX/XXXX, I look at my credit card and we now have XXXX more pending charges from XXXX for {$560.00} each. These pending charges are now eating up the entire available credit on my credit card, and my husband is traveling and needs access to our credit card. I called BofA on Saturday morning, to re-explain the situation and that at this point i was concerned this was fraud on my account with all these pending charges.. I explain my husband was out of town and needed access to our credit card. The representative told me that she would file of fraudulent claim to dispute the pending charges, that hadn't yet posted to my account but were again impacting my available credit to use on the credit card. She also told me that she would issue a new card so that they could not continue trying to charge the card and crewing all of these pending charges of {$560.00} over and over. She said she would get me a digital card for my husband and myself and that the new card depending charges wouldn't be on the new card and that was the resolve for these pending charges that kept hitting my account and taking away my available balance. I received the fraud notice over email I received a link to access the XXXX XXXX XXXX and when I looked at the card all of the pending charges had moved to the new card so there was absolutely no Remedy or resolution for the situation all the rep did was get credit for opening a new card I guess. It makes no sense to me why the pending transactions would be able to move with the new card then what was XXXX XXXX of getting me a new card. I called back later that afternoon when I realized that the situation had not changed in any way shape or form but calls me more harm by closing my card and me having to try to resolve things with other merchants for the card that now had gone away ending in XXXX. A supervisor got on the phone told me I have been misinformed there was nothing she could do this was the process I was going to have to wait for the merchant to take the charges off my card. It is unacceptable that my credit card company would continue to allow a merchant to put charges against my card and hold funds of my available credit that are not legitimate are not valid. That leaves me completely at the mercy of the merchant when the bank can reject the pending charges.

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