Consumer complaint received 2026-04-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA

Complaint narrative:
UPDATED CFPB RESPONSE ( STRONG VERSION ) Consumer Rebuttal Statement Bank of Americas response fails to address the core issue and continues to mischaracterize this dispute. I am NOT disputing that funds were removed from my account. I am disputing that the debit should never have been allowed in the first place because it resulted from an improper and unsubstantiated ACH reversal. Critical Clarification This matter involves : A completed transaction with verified proof of delivery A post-delivery reversal initiated by the buyers bank Bank of Americas decision to accept and process that reversal without proper validation Additional Key Facts Ignored by Bank of America The dispute was initiated while the transaction was still processing The ACH activity had not fully settled when the reversal actions began I made multiple in-person visits to Bank of America branches immediately after Bank representatives reviewed the situation They acknowledged the situation appeared irregular and concerning given the transaction amount and documentation The debit amount was significant and abnormal It should have triggered heightened scrutiny before allowing a reversal Improper Reliance on Non-Authorization Documentation Bank of America continues to rely on a bogus and irrelevant document as justification. Specifically : The document provided is NOT an authorization for this transaction or reversal It is merely : A general account profile / enrollment record Related to Bank of America and XXXX setup documentation from XXXX This raises a critical issue : How is a general account enrollment document from XXXX being used to justify authorization for a completely separate, later ACH reversal transaction? There is : No transaction-specific authorization No evidence I approved a reversal No evidence I consented to this debit Core Issue Being Disputed This is not a basic debit confirmation issue. This is : An invalid ACH reversal that Bank of America improperly accepted and processed, despite : Completed delivery of goods Proof of fulfillment Lack of valid authorization Lack of proper supporting documentation Failure of Bank of Americas Investigation Bank of America has : Focused only on confirming that a debit occurred Failed to analyze the legitimacy of the reversal request Failed to evaluate whether proper authorization existed Relied on irrelevant documentation instead of transaction-specific proof Requested Resolution I am requesting that this be escalated and corrected : Conduct a proper investigation into the validity of the ACH reversal Require actual transaction-specific authorization evidence Review the proof of delivery and completed performance of the transaction Determine whether the reversal complied with ACH/NACHA rules Reimburse the improperly debited funds Final Statement This is a clear case of : A wrongful reversal after successful delivery Combined with improper acceptance of a debit without valid authorization Bank of America must address the legitimacy of the reversal itself, not simply confirm that funds were removed. PARALLEL DEMAND LETTER TO BANK OF AMERICA LEGAL This is what you send directly to escalation/legal ( email or certified mail ). Subject : Formal Demand for Reversal of Improper ACH Debit To : Bank of America Legal / Executive Resolution Team Re : Unauthorized / Improper ACH Reversal Demand for Remedy To Whom It May Concern, I am writing to formally demand resolution regarding an improper ACH reversal and resulting debit from my account. Background A transaction was completed involving the sale of equipment The equipment was successfully delivered, with verifiable proof of delivery Following fulfillment, the buyers bank initiated a reversal Bank of America accepted and processed that reversal, removing funds from my account Dispute Clarification This is not a dispute regarding whether funds were debited. This is a dispute regarding : Bank XXXX XXXX improper acceptance of a reversal that lacked valid authorization and justification Material Deficiencies in Bank of Americas Position 1. Reliance on Irrelevant Documentation Bank of America has referenced documentation that : Is unrelated to the transaction Appears to be account enrollment/profile documentation from XXXX ( Bank of America XXXX XXXX ) Does not constitute authorization for this specific ACH debit or reversal XXXX. Lack of Transaction-Specific Authorization No evidence has been provided demonstrating : My authorization for this debit My consent to reverse the transaction Any valid ACH authorization tied to this event XXXX. Improper Processing During Active Transaction State The dispute/reversal activity occurred during or immediately after processing This timing alone should have triggered enhanced review procedures XXXX. Failure to Apply Reasonable Risk Controls The amount of the debit was significant The transaction involved delivered physical goods Proof of delivery exists Despite these facts : The reversal was processed without adequate verification No meaningful investigation into legitimacy occurred Damages As a direct result of Bank of Americas actions : Funds were improperly removed A completed and fulfilled transaction was effectively reversed without cause Business and financial harm resulted Demand for Resolution I hereby demand that Bank of America : Reverse the improper ACH debit immediately Provide documentation showing : Specific authorization for the reversal Compliance with applicable ACH/NACHA rules Conduct a formal internal review of : Decision-making process Documentation relied upon Notice of Escalation If this matter is not resolved promptly, I will : Continue escalation through the Consumer Financial Protection Bureau Pursue additional legal remedies available under applicable banking and commercial laws Conclusion This situation represents a failure to properly evaluate an ACH reversal and a reliance on documentation that does not constitute valid authorization. I expect prompt correction and resolution. Sincerely, XXXX XXXX Previous Statement : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX : XXXX XXXX XXXX ( XXXX XXXX XXXX Email : XXXX | XXXX : XXXX Companies involved : Bank of America , N.A . ( XXXX my business bank ) XXXX XXXXXXXX XXXX XXXXXXXX. ( XXXX customers bank ) XXXX XXXX Payments ( Payment processor ) Subject : Improper ACH reversal of {$18000.00} ; refusal by banks to consider full evidence or initiate required XXXX escalation ; processor misrepresentation of cleared status. Background & Timeline ( XXXX. ) : An ACH payment for {$18000.00} was deposited into my business account and remained there for nearly a month. I shipped XXXX XXXX and have proof of authorization, proof of delivery ( POD ), carrier logs, images, IP/payment logs, and communications with the buyer. On XX/XX/XXXX, Bank of America processed an Unauthorized ACH Return ( Corporate form ). I signed the banks form and repeatedly provided full supporting evidence in-branch and via resubmissions Chase appears to have relied solely on the initial ACH Unauthorized form and did not review ( or Bank of America did not ensure XXXX received/acknowledged XXXX the complete evidence packet ( authorization, POD, logs, communications ). I handdelivered and resent this packet multiple times ; BofA also resent it. XXXX displayed the transaction as cleared, which triggered shipment. After reversal, they provided no effective merchant protection or dispute handoff to the banks. ( Processors commonly route ACH but merchant appeal paths are limited ; ACH reversals are often final at bank level and merchants must rely on the banks processes or civil remedies. ) Issues : Chases negligence / process failure : XXXX did not review or acknowledge the full record before accepting/maintaining the unauthorized return. This omitted material evidence showing a properly authorized and fulfilled sale. Bank of Americas process failure : BofA failed to ensure the complete file ( authorization, POD, logs, communications ) was formally acknowledged and adjudicated by XXXX, and has refused to initiate XXXX rule enforcement/arbitrationan action only banks can initiatethereby denying me due process under NACHAs network rules. ( Merchants can not file ACH arbitration ; disputes are final at bank level absent bankinitiated escalation. ) [ XXXX ], [ XXXX ] XXXX XXXX XXXX XXXX cleared status and lack of merchant protection led to shipment and subsequent loss ; they did not provide a transparent dispute handoff or advocacy. Harm : Loss of {$18000.00} inventory revenue after goods delivered Freight and handling costs Time and administrative burden attempting to correct interbank failures Requested CFPB Actions : Require Bank of America to initiate XXXX rule enforcement/arbitration against XXXX and to document that the complete evidence file is on record with a named case owner and escalation path. ( Only banks can initiate these XXXX processes ; merchant appeals are otherwise unavailable. ) [ XXXXXXXX ] Require XXXX to reopen/review the case and adjudicate the complete evidence file, not just the initial form. Require both banks to provide their internal dispute logs and decision rationale to CFPB, including timestamps of when the full packet was received/accepted or refused. ( Banks must follow XXXX XXXX for investigation and interbank collaboration. ) [ XXXX ] Require XXXX XXXX explain : What cleared means operationally for ACH in their product, Why no merchant protection applied after reversal, What their escalation handoff to banks/processors is, and why it failed here. Provide a written status update within XXXX business days and a final determination within XXXX business days. Attachments ( available on request to CFPB ) : Bank of America Unauthorized ACH Return form ( dated XX/XX/XXXX ) Proof of authorization ( invoice/contract, digital logs, IP ) Proof of delivery ( POD, carrier records, delivery images/video ) Communications timeline ( emails, texts, call notes ) Processor ( XXXX ) cleared confirmations XXXX said I should screen my customers & as an owner with over XXXX transactions a month we do & told them we flagged this customer as fraud & they chose to proceed & confirm funds & transaction & I have proof of this as I didnt expect the other bank to all of a sudden even with me being a direct dealer for the largest manufacturer & distributor globally, XXXX, with signed POD XXXX all attached emails & I spoke to customer verbally to just take the funds out 30 days after they were in my account with the reason that I was not a company recognized by customer which is fraud

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