Consumer complaint received 2025-11-06 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:
I am writing to formally appeal the denial of XXXX billing dispute claims related to unauthorized charges made on my Bank of America Credit Card : - {$13000.00} at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX NY ) - {$2900.00} at a XXXX XXXX XXXX ( XXXX XXXX XXXX I respectfully request a thorough reconsideration of my claims, as these transactions were the result of a sophisticated fraud scheme in which I neither authorized the purchases nor received any goods orservices. 

Chronology of Events On XX/XX/year>, I received a call from what appeared to be XXXX official number, alerting meto potential fraudulent activity. Shortly thereafter, I was contacted by what appeared to be XXXX Bank of America XXXX ( XXXX and XXXX ). The callers verified personal details, including the last XXXX digits of my Social Security number and recent transactions, convincing me they were genuine representatives. 

The next day, XX/XX/year>, I remained home to secure my accountslocking my credit at all threemajor bureaus, resetting passwords across all financial institutions, and contacting my remaining credit card companies. 

Later that day, I received another call from XXXX, supposedly to set up enhanced security on my Bank of America account. Believing this to be legitimate, I complied initially. Growing uneasy, I immediately went to my local Bank of America XXXX XXXX XXXX XXXX in XXXX still on the phone with the supposed representative, I met with XXXX XXXX XXXX, a bank associate.When she requested the callers employee identification number, the individual abruptly hung upconfirming that I had been speaking to a scammer. Together with XXXX XXXX, I reviewed my account and discovered multiple unauthorized transactions, including the charges in dispute. Other XXXX  as a {$7400.00} charge at the XXXX XXXX XXXX XXXX XXXX declined. My accounts were frozen immediately, new ones opened, and a police report filed at the XXXX Precinct ( attached ). Call logs confirm that these communications originated from spoofed Bank of America and XXXX numbers, which can be verified by the attached screenshots. 

Key Points for Consideration XXXX. Lack of Authorization : I did not authorize these transactions, nor did I receive any goods or services. My compliance during the fraudulent call was made under deception and duress. 
XXXX. Spending Pattern Inconsistency : My spending habits are modest and consistent, with no prior high-value purchases. I am an XXXX customer with an XXXX  XXXX, through which I am currently paying monthly installments for my iPhonefurther demonstrating that I do not make large, single-payment XXXX  XXXX  purchases. A XXXX XXXX charge at an XXXX XXXX is wholly inconsistent with my historical behavior. 
XXXX. Prompt Action and Diligence : I immediately visited my local branch, froze all accounts, opened new ones, and filed a police report the same day the transactions occurred. I have fully cooperated in every stage of this process. Additionally, I would like to emphasize that when I initially filed the fraud claim on XX/XX/year>, I was not instructed at any point to contact the vendors directly. I followed every step as advised by Bank of America XXXX, providing all requested documentation and cooperating fully throughout the process. Had I been instructed to contact the merchants myself, I would have done so immediately. My actions were based entirely on the guidance provided to me at the time. Furthermore, during my follow-up with the Bank of America XXXX Department XXXX XXXX was informed that my claim was denied because, in their words, if it were true fraud, your bank account would have been drained. I respectfully disagree with that assessment. The fact that my prompt XXXX  visiting the branch as soon as I noticed the unauthorized XXXX  further losses should not invalidate the legitimacy of the fraud itself. My swift response likely mitigated additional unauthorized withdrawals. Lastly, had a thorough review of my credit card activity been conducted, it would have shown that thisparticular Bank of America XXXX had been inactive for nearly XXXX to XXXX months prior to these charges. Moreover, if I had truly intended to make purchases at XXXX, I would have used my XXXX  XXXX, which I actively use for all legitimate XXXX purchases. This consistent pattern is easily verifiable through credit bureau records and should further confirm the implausibility of these disputed transactions being authorized by me. 
XXXX. Supporting Witness : The fraudulent event was directly witnessed by XXXX XXXX XXXX, the Bank of America representative who confirmed my account activity and documented the fraudulent call in real time. 
XXXX. Systemic Oversight : This case raises critical questions about Bank XXXX XXXX XXXX systems : - Why did certain transactionslike the {$13000.00} at XXXX XXXX and {$2900.00} at the XXXX XXXX XXXX XXXX XXXX, while the {$7400.00} Apple Store XXXX XXXX XXXX XXXX XXXX declined? - These transactions occurred within a short time frame, were geographically consistent, and all dramatically deviated from my spending profile. - Such inconsistencies suggest that internal fraud-screening mechanisms failed to protect the account despite multiple red flags. I respectfully request a full investigation into this lapse. 
XXXX. Personal and Financial Hardship : This incident has caused significant financial and emotional distress. As a professional living on a modest income, I can not sustain this loss of nearly {$17000.00}. Request for Reconsideration I respectfully request that the following claims be reopened and reevaluated : - Case ID XXXX {$2900.00} ( XXXX XXXX XXXX ) - Case ID XXXX {$13000.00} ( XXXX XXXX XXXXXXXX XXXX XXXX ) I urge Bank of America to uphold its obligations under Regulation XXXX and the Fair Credit Billing Act, restoring the disputed funds. I am also in communication with the Federal Trade Commission ( FTC ) and the Consumer Financial Protection Bureau ( CFPB ) regarding this case. Closing Appeal I have trusted Bank of America for years and continue to believe in its commitment to customer protection. 

I am already completely disheartened, because I worked hard to get my XXXX XXXX to XXXX now due to these transactions, my XXXX XXXX has drowned to XXXX. I sincerely hope this appeal leads to a fair and prompt resolution. Thank you for your attention, diligence, and fairness in reviewing my case. I remain available XXXX  any additional documentation or clarification as needed.

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