Consumer complaint received 2025-10-15 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: FL

Complaint narrative:
To Whom It May Concern : I am writing to request the CFPBs assistance in investigating and resolving multiple unauthorized debit card transactions posted to my Bank of America checking account in XXXX XXXX. I have exhausted my attempts to obtain a fair resolution from Bank of America and have filed a police report ; despite this, the bank has only refunded {$25.00} of the total stolen amount. I respectfully request CFPB intervention to ensure a full and timely investigation and return of the outstanding funds. 

Summary of the incident and timeline On XXXX XXXX XXXX, I noticed a pending transaction in my Bank of America mobile app for {$1200.00} to XXXX NY. At that time the transaction was still pending. I reported the transaction to Bank of America on XXXX XXXX XXXX.

On the night of XXXX XXXX XXXX the pending transaction was approved/posted and my checking account was left nearly empty. 
When the charge posted it appeared as six separate transactions to XXXX ( merchant reference shown as XXXX XXXX NY ) : three posted for {$25.00} each and three posted for {$390.00} each ( see attached screenshot labeled XXXXXXXX XXXX  XXXX ). 
Bank of Americas first adjudication dated XXXX XXXX XXXX  indicated my claim was resolved, but the bank only processed/refunded one of the six fraudulent transactions ( {$25.00} ), which I received ( see attached XXXX # XXXX ). 
I have repeatedly reopened and pursued claims with Bank of America for the remaining five fraudulent transactions totaling {$1200.00} ( the outstanding amount ). The banks position to date has been that I had business with XXXX or that I or an authorized person used my card neither of which is true. I have never had any dealings with XXXX, and no one else has access to my debit card. I reported the suspicious activity immediately while the charges were pending ; nevertheless, the bank allowed the charges to post. 
To date I have had more than ten separate conversations with Bank of America representatives, and multiple investigations have been opened : 1st investigation ( amount {$1200.00} ) investigation time : 3 months.

2nd investigation ( amount {$1200.00} ) investigation time : 2 months ( opened to review the first investigation ).

3rd investigation ( amount {$1200.00} ) investigation time : 3 months.

4th investigation ( amount {$1200.00} ) currently active ( requested a few days ago ). 
Because I was not satisfied with the banks handling, I filed a police report with the XXXX XXXX Police Department on XXXX XXXX XXXX  ( see attached images labeled XXXX XXXX XXXX and XXXX XXXX XXXX ). As of the date of this letter I have not received a substantive response from the police department. 

Relevant background about my card usage and security I do not use my debit card where I can use a credit card, and I do not enter my debit card information on any website except trusted institutions ( for example : banks, XXXX, XXXX ). 
I live alone and no one has access to my debit card. I keep the card in my wallet in my pants pocket at all times. I have no idea how someone obtained access to my account or card information. 

Amount sought and requested remedy Total charged ( initial fraudulent activity ) : {$1200.00}. 
Amount refunded by Bank of America on XXXX XXXX XXXX  : {$25.00}. 
Outstanding unauthorized amount I request to be recovered : {$1200.00}.

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