Credit card -- Problem with a purchase shown on your statement -- Complaint #9777763

Complaint Overview

Complaint ID: 9777763

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: California

ZIP Code: 92865

Date Received: 2024-08-12T12:00:00-05:00

Date Sent to Company: 2024-08-12T12:00:00-05:00

Company Response: Closed with monetary relief

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

On XX/XX/year> I received a text notice from Bank of America that my credit card was used multiple times on XX/XX/XXXX and I immediately reported it as fraud as I did not make nor approve these charges. I was at home on maternity leave with a newborn baby and only used my credit card for online purchased as it was an online rewards card. This charges in question occurred at XXXX different XXXX in different counties as well as an XXXX XXXX and a XXXX totaling {$540.00} for XXXX different charges. I immediately canceled my card after reporting the fraud. Initially, Bank of America reversed these charges. Then, I saw that the charges were put back on my card and was notified that my claim was denied via a letter in the mail. I asked them to reopen the claim on XX/XX/XXXX, and waited a couple of months without hearing anything. I tried contacting them multiple times and was passed around to different departments repeatedly, only to finally receive a number that I could contact but closed at XXXX XXXX XXXX. I was then notified that a letter had been added to my online banking account and not mailed to me ( as the first letter was including an online copy ) and that my claim was denied again. I called once again and had them reopen the case and investigate, only to be denied again in XXXX. I called again in XXXX to have them reopen the case once more, and submitted evidence with XXXX XXXX that showed I was on maternity leave and photo evidence with date/time stamps of me at home with my newborn baby, as well as XXXX delivery orders while being at home ( showing I could not have travelled around on those days making the purchases in question ). I also requested documentation, receipts and/or video evidence that led to my claim being denied and Bank of America said they had no documentation and that my claim was denied because a chip was read. Once again, my claim was denied. They did not say whether multiple cards had been issued, and they did not have any evidence that proved it was me or someone I know that made such charges. I have been with Bank of America for XXXX years and have never had such issues and am appalled at the lack of ability to get in touch with anyone who can provide such evidence to me. This has caused undue distress and emotional burden on me for months with no resolution in sight. I did not make these XXXX charges nor did I approve these XXXX charges to be made. Bank of America has been extremely unhelpful and difficult in resolving this issue. I am extremely close to leaving Bank of America and establishing my accounts elsewhere with better customer service and fraud resolution.

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This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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