Credit card -- Problem with a purchase shown on your statement -- Complaint #14912568
Complaint Overview
Complaint ID: 14912568
Company: Bank Of America, National Association
Product: Credit card
Sub-Product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-Issue: Card was charged for something you did not purchase with the card
State: Texas
ZIP Code: 75206
Date Received: 2025-07-27T12:00:00-05:00
Date Sent to Company: 2025-07-27T12:00:00-05:00
Company Response: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/2025, my phone was physically stolen by someone who observed me entering my passcode. That same day, over {$13000.00} in fraudulent charges occurred across my debit, credit, XXXX, and ACH accountsincluding nearly {$1900.00} in unauthorized charges to my Bank of America credit card. I immediately reported the theft to BofA and filed a police report with the XXXX XXXX Police Department ( XXXX Case # XXXX ). I also provided documentation showing my phone was replaced via XXXX. On XX/XX/2025, I received an email from Bank of America stating that {$37.00} would be reimbursed, but the remaining {$1900.00} would not be. Their only explanation was : We confirmed the charge ( s ) was made using one of your verified devices, like a cell phone or tablet. This reasoning ignores the core fact : the verified device in question was stolen and used by someone other than me. Bank of Americas denial letter did not dispute that the device was stolennor did it acknowledge the supporting evidence I submitted. Its also troubling that I was never sent a mailed denial letter, and I did not realize the claim had been closed until I checked the portal many weeks later. I got a voicemail from their Resolution Specialist and tried to follow up with multiple multiple calls but received no response. Most importantly, Bank of America has already reimbursed me for XXXX and ACH fraud from the same stolen phone and same timeframe. Denying the credit card charges while crediting others shows inconsistent handling of fraud across products. This suggests that Bank of America is applying different fraud standards depending on the payment methodnot the facts of the case. This inconsistency is not only unfair, it may violate internal fraud reimbursement policies and raises serious regulatory concerns.
Frequently Asked Questions
What is Complaint #14912568 about?
Complaint #14912568 was filed against Bank Of America, National Association regarding Credit card specifically about Problem with a purchase shown on your statement. It was received by the CFPB on 2025-07-27T12:00:00-05:00.
How did Bank Of America, National Association respond to this complaint?
The company responded with: "Closed with monetary relief". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card) and describe your issue in detail.
Can I see other complaints against Bank Of America, National Association?
Yes, visit the Bank Of America, National Association company profile at readthecomplaint.com/company/bank-of-america-national-association to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.