Consumer complaint received 2026-04-16 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA

Complaint narrative:
In early XX/XX/year>, I experienced a series of unauthorized withdrawals from my Bank of America account totaling {$29000.00}, followed by failures in the banks fraud investigation, documentation, and fund accounting processes. On XX/XX/year>, XXXX back-to-back in-person cash withdrawals totaling {$14000.00} ( {$6800.00} and {$7200.00} ) were processed at the same branch by the same teller using fraudulent identification. I was not present at the branch at the time of these transactions and remained in possession of my debit card and drivers license, confirming that the activity was unauthorized. Additional unauthorized activity occurred on XX/XX/year>, including an ATM withdrawal. I did not receive any fraud alerts prior to my account being significantly depleted. My first notification was a low balance alert. I promptly reported the fraud and filed multiple claims with Bank of America. During the claims process, I received inconsistent and incomplete documentation from the bank. I was provided written confirmation for only one claim, the {$1400.00} ATM withdrawal, which was approved. I also received a credit for a second claim in the amount of {$20000.00}, but was not provided with any written documentation confirming that claim determination. For the third claim in the amount of {$7200.00}, I was verbally informed that it had been approved and credited. However, Bank of America has been unable to locate, trace, or account for these funds, and no documentation has been provided showing where the credit was applied. When I followed up, a representative XXXX XXXX, Texas ) stated that Bank of America could not locate the {$7200.00} and that the case has been reopened. No transaction record, trace number, or explanation has been provided showing where those funds were applied. More than one week has passed without the bank being able to account for funds that were represented as credited. In addition to the missing funds, this situation raises broader concerns regarding internal controls and compliance. The XX/XX/XXXX transactions alone involved cash withdrawals exceeding {$10000.00} in a single day at one branch, which should have triggered reporting and monitoring requirements. The pattern of activity, use of fraudulent identification, and transaction behavior inconsistent with my account profile should have triggered internal escalation. Despite these red flags : Fraudulent identification was accepted High-value transactions were processed without intervention No fraud alerts were issued prior to account depletion No clear or consistent documentation of claim outcomes has been provided A claim that was represented as approved has been reopened without explanation The bank has been unable to trace or account for credited funds These issues raise serious concerns regarding compliance with federal consumer protection requirements, including obligations to properly investigate unauthorized transactions and provide accurate and timely accounting of customer funds. This matter now involves not only unauthorized transactions, but also a failure to properly investigate claims, maintain accurate records, and account for customer funds. I am requesting that Bank of America : Provide written determination for each fraud claim Provide a full accounting of all credits issued, including transaction-level detail Locate or reissue the missing {$7200.00} immediately Provide documentation supporting all claim handling activity Explain why a previously represented approved claim was reopened I am a long-standing customer, and this activity is entirely inconsistent with my normal banking behavior.

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