Consumer complaint received 2025-08-01 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY

Complaint narrative:
In XX/XX/year>, I was targeted by a scammer posing as a potential client. After initial communication, I sent them a standard XXXX  invoice requesting an advance payment. The scammer never paid instead, they used my bank routing and account number from the invoice to fraudulently withdraw {$8000.00} from my business checking account via an unauthorized ACH debit. 

I contacted Bank of America as soon as I discovered the unauthorized transaction, which was the following morning. I had been on a full-day film set and could not monitor my bank account during the shoot. Additionally, I received no alerts or notifications from the Bank of America app about the transaction despite having all notifications turned on. 

When I called the bank, I was told that my fraud report had been properly submitted and that I would receive a response within three business days. I was also told that my account was frozen. However, about five days later, I logged into my online banking and discovered a second fraudulent debit attempt from the same scammers meaning the account had not been secured, despite their assurances. 

Thankfully, the account didnt have enough funds for the second transaction to go through. I immediately contacted the bank again. The representative confirmed the fraud and said they would freeze the second transaction. However, during the call, the rep delayed simple steps for over 30 minutes ( things other reps have handled in 5 ), clearly stalling in hopes I would give up.

At the end of the call, I was told the original {$8000.00} claim had been classified as a dispute and not as fraud, solely because I reported it more than 24 hours after it happened. At no point was I informed this decision had been made, nor was I given any opportunity to confirm or challenge that classification. 

I then visited a physical Bank of America branch, where I opened a new account. The specialist there told me that nothing could be done, claiming the original transaction was a wire transfer not fraud-related. But this was false : I checked my online transaction history and confirmed it was clearly an ACH debit ( labeled D ), not a wire. This appears to be either negligence or intentional misrepresentation by bank staff. 

Multiple representatives gave me false, conflicting, or delayed information. I was reassured, misled, and denied support when I needed protection the most. 

I am not asking for money I am asking for compliance with the law. If a bank claims to protect its clients from unauthorized access, it must act accordingly. Bank of America failed to protect my account, failed to classify fraud correctly, misrepresented the transaction type, and denied accountability. 

I respectfully ask the CFPB to investigate this case and require the bank to fulfill its legal and ethical responsibilities to its customers.

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