Consumer complaint received 2025-04-25 00:00:00
Product: Prepaid card — Government benefit card
Issue: Problem with a purchase or transfer — Charged for a purchase or transfer you did not make with the card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
I am submitting this complaint regarding Bank of America 's improper handling of my fraud dispute related to unauthorized transactions made on my XXXX Employment Development Department ( EDD ) unemployment debit card account, issued and serviced by Bank of America. 

I am a victim of identity theft, and I submitted a formal claim to Bank of America disputing several unauthorized transactions made without my knowledge or consent in XX/XX/XXXX. Despite the extensive documentation I provided, Bank of America denied my claim without providing a specific or valid reason, in violation of federal regulations protecting consumers from electronic transaction fraud. I resubmitted the claim for re-evaluation in XX/XX/XXXX and received the same response from Bank of America. 

Supporting Documentation Provided to Bank of America : A police report documenting the unauthorized transactions made on my account and the theft of my identity ; A Federal Trade Commission ( FTC ) Identity Theft Report and letter detailing the fraudulent transactions, and requesting action be taken by Bank of America ; A mail theft report from the U.S. XXXX XXXX, as my EDD card may have been stolen from my mailbox ; A doctors note confirming I was XXXX during the time these transactions occurred, making it impossible for me to have made them ; A detailed written explanation of the identity theft and how it affected my EDD account and finances. 

Applicable Legal Protections : Under Regulation E ( 12 C.F.R. 1005 ), specifically : 12 C.F.R. 1005.11 ( c ) A financial institution shall investigate promptly and, except as otherwise provided herein, shall determine whether an error occurred within 10 business days of receiving a notice of error.

12 C.F.R. 1005.11 ( d ) ( 1 ) If the institution determines that no error occurred or that an error occurred in a different manner or amount than described by the consumer, it shall deliver or mail to the consumer an explanation of its findings within 3 business days after concluding its investigation... 

Bank of America failed to fulfill this obligation. I received no detailed explanation of why my claim was denied or any description of the investigation they allegedly conducted. I was simply informed that my claim was denied without reference to the substantial evidence I submitted proving the fraudulent nature of the transactions.

Additionally, under 15 U.S.C. 1693f ( a ) of the Electronic Fund Transfer Act ( EFTA ) : If a financial institution receives oral or written notice ... of an error involving an electronic fund transfer from a consumer... the financial institution shall investigate the alleged error, determine whether an error occurred, and report or mail the results of such investigation and determination to the consumer within ten business days.

I complied with all conditions for protection under Regulation E and the EFTA. I reported the unauthorized transactions promptly and provided substantial documentation supporting my claim. Despite this, Bank of America ignored its federal obligation to investigate in good faith and provide a reasoned, timely response.

I have re-uploaded all supporting documentation, including the police report, FTC identity theft letter, doctors note, and dispute letter requesting reinvestigation, for review.

Thank you for your attention to this matter and for helping ensure my rights are upheld under federal consumer protection law.

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