Consumer complaint received 2025-11-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Fee problem
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX

Complaint narrative:
Dear CFPB Representative / Bank of America Executive Relations, I am submitting this formal rebuttal in response to Bank of Americas letter dated XX/XX/XXXX complain number XXXX, regarding my complaint filed on XX/XX/year>. I respectfully disagree with the banks findings and wish to clarify material inaccuracies, omissions, and procedural failures in their investigation and account of events. 
The banks response confirms that I paid {$54.00} for a rush order on XX/XX/year>, yet the checkbook was never delivered to me. While they claim XXXX  tracking shows delivery on XX/XX/XXXX, that is ten days after the order far beyond a rush timeline and crucially, I never received the checks in my possession. The package was not signed for, nor did the branch verify successful receipt.

Under their own service policies, delivery confirmation without customer possession does not fulfill the banks contractual obligation. The burden of proof of actual delivery lies with the bank, not the carrier.

The banks letter admits : A {$54.00} fee for the first order.

An {$88.00} fee for the second expedited order.

A {$30.00} stop payment fee for the first order.

Despite their acknowledgment that the first order failed due to their own processing and delivery issues, the bank charged me for both orders and an additional stop payment fee, effectively penalizing me three times for a problem solely caused by the bank.

The branch manager explicitly admitted fault and assured full reimbursement of all charges this is on record and corroborated by my visit logs and call recordings. The banks subsequent denial of responsibility contradicts its own internal acknowledgment and verbal representations to me.

The banks letter omits a critical fact : the manager processed a refund which was later reversed without my consent or notice. This reversal directly contradicts their statement that the account was managed correctly. If the account had been managed correctly, there would be no reason for a reversal or duplicate claim.

The reversal constitutes unauthorized account activity and violates the banks Deposit Agreement and Disclosures, which requires prior notice for any adjustment or reversal to client accounts.

The bank claims it sent an email regarding the cancellation no such communication was received, nor is there any record of delivery. Further, after repeated branch visits and follow-up calls, I was told to sue the bank if I wished, which is now documented on a recorded call.

Such conduct demonstrates a reckless disregard for customer care obligations under both common law negligence standards and federal consumer protection regulations, which prohibit unfair or abusive practices.

The banks response completely ignores the foreseeable financial damage I suffered the loss of a {$15.00} XXXX business deal due to their repeated mishandling and delay.

At the time of ordering the checks, I explicitly informed the branch manager that the checks were required for an upcoming client meeting. The failure to ensure timely delivery after accepting additional payment for expedited service directly caused the clients withdrawal from the contract.

This loss was not hypothetical ; it was a foreseeable, proximate consequence of the banks negligence.

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