Consumer complaint received 2025-04-15 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: NY

Complaint narrative:
We are filing this complaint against Bank of America regarding its mishandling of an unauthorized credit card charge of {$8600.00} and its failure to properly process our dispute and appeal. 

Summary of the Issue : On XX/XX/year>, We called Bank of America and spoke with a representative named XXXX ( Reference No : XXXX ). I specifically requested that she : - Close/lock my credit card ending in XXXX due to suspected fraud. 
- Cancel the pending {$8600.00} charge. 
The charge was tied to a booking reference ( XXXX ) provided by a Business Class travel agent named XXXX XXXX ( see XXXX A ). XXXX XXXX later confirmed that no such booking existed. 

XXXX confirmed during the call that both of my requests had been completed. 

Bank 's Failure : Despite this, on XX/XX/XXXX, Bank of America processed the {$8600.00} charge and transferred it to a new card ending in XXXX ( see Doc B ) - a card I had not received, activated, or even been informed about. 

Complaint Against Bank of America Dispute & Appeal Timeline : - XX/XX/XXXX, we discovered that the bank had paid a charge we hade previously canceled, despite our request to close the card due to suspected fraud. 
- XX/XX/XXXX : I formally filed a dispute ( Claim No : XXXX ). 
- XX/XX/XXXX : We mailed a detailed dispute letter ( see Doc 1 ), later confirmed received ( see Doc 2 ). 
- XX/XX/XXXX : The bank denied the dispute, stating the service wasn't canceled or refundable ( see Doc 3 ). This response ignores the fact that I never authorized the transaction in the first place. 
- XX/XX/XXXX : I submitted an appeal via fax from a local branch ( see Doc 4 and Doc 5 ). 
- As of XX/XX/XXXX : We have received no response. 

In the meantime, we purchased separate tickets from XXXX XXXX on XX/XX/XXXX, clearly demonstrating that we did not use or intend to use the original charge. 

Requested Resolution : - A full refund of the {$8600.00} unauthorized charge. 
- An internal review of the XX/XX/XXXX call with XXXX to confirm that I requested the card to be locked and the pending transaction canceled. 
- Corrective action by Bank of America to prevent similar failures in fraud prevention and dispute handling. 

Correction Notice : In previous communications with the bank, we mistakenly cited the date of our call with XXXX as XX/XX/XXXX. The correct date is XX/XX/year>. 

Complaint Against Bank of America Supporting Documents ( provided separately ) : - Doc A - Email from agent with invalid booking reference XXXX - Doc B - Credit card statement showing unauthorized charge on new account ending in XXXX - Doc 1 - Dispute letter ( XX/XX/XXXX ) - Doc 2 - Confirmation of receipt of dispute letter - Doc 3 - Dispute denial letter from Bank of America - Doc 4 - Appeal letter submitted XX/XX/XXXX - Doc 5 - Fax confirmation from branch Thank you for your time and assistance. 
Sincerely,

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