Consumer complaint received 2025-08-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MA

Complaint narrative:
CFPB Complaint Summary Date : XX/XX/XXXX Subject : Consumer Complaint Regarding Fraud Claim Denial Bank of America Description of the Problem : On XX/XX/XXXX, a fraudulent {$20000.00} teller withdrawal occurred on my joint Bank of America account at a XXXX XXXX branch, using a forged paper withdrawal slip, my checking account number, and an unknown individual posing as me or my spouse. 

Despite immediately reporting the fraud ( within 2 hours ), Bank of America denied my claim, stating that a PIN was used and the transaction was therefore 'authorized. ' This is incorrect. We were in Massachusetts at the time ( with proof ), never authorized the transaction, and were never contacted during the investigation. 

The bank has refused to provide any evidence or documentation of the alleged second form of ID or surveillance footage unless subpoenaed. Their response is opaque and legally insufficient. 

The fraud claim number is XXXX Summary of Events : - On XX/XX/XXXX, my wife and I identified a pending teller withdrawal of {$20000.00} from our Bank of America XXXXoint account. The transaction took place in-branch at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA. 
- We live in Massachusetts and were physically present there at the time, as confirmed by geo-tagged photos and travel records. 
- We immediately reported the suspicious transaction to BoAs fraud department within 2 hours. However, they were unable to halt or reverse the transaction. 
- The funds were withdrawn and cleared the account on XX/XX/XXXX. 

BoAs Response and Investigation Failures : - We placed multiple follow-up calls ( XX/XX/XXXX, XXXX, XX/XX/XXXX, XXXX, XX/XX/XXXX, XXXX ), receiving minimal updates and no direct outreach from the fraud team. 
- On XX/XX/XXXX, we received an email stating the claim had been denied, citing that our ATM card and PIN were used as identification. 
- Upon speaking to a supervisor, I learned the fraud involved a forged withdrawal form and the use of our account and routing numbers, alongside our PIN. The second required form of identification was never disclosed, nor were we shown footage or documentation, which BoA refuses to release absent a subpoena. 
- We were never contacted to verify our whereabouts, submit photos, or provide evidence despite having proof we were not in California on the day of the incident. I was told video footage from the bank was pulled, but they did not even attempt to compare the perpetrator to my wife or I. 

Additional Pertinent Details : - We have never ordered checks for this account. 
- We have never given our account or PIN to any third party. 
- We never received a XXXX text messages for authorization, despite being required to provide them in previous teller interactions. 
- We were never contacted by the fraud team for evidence, input, or clarification.

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 monetary relief