Consumer complaint received 2026-03-11 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
On XX/XX/XXXX, I made a cash deposit of {$11000.00} at a Bank of America branch located in XXXX XXXX, CA. The deposit was confirmed by the teller, counted multiple times, and posted to my account with status " Cleared. '' That same day at XXXX XXXX, a {$300.00} cash withdrawal was processed at that same branch without my knowledge or authorization. I did not make this withdrawal. I was not present. The other authorized account holder was commuting home with our child and was also not present. At approximately XXXX XXXX, I received multiple calls from the Assistant Branch Manager at that same branch. My phone records confirm we spoke including an outgoing call from me at XXXX XXXX lasting XXXX seconds. During that conversation, he asked me to confirm my deposit amount. I confirmed {$11000.00}. He told me that one of his cashiers had left cash out from another transaction and said he would contact me if any adjustments needed to be made. He never called back. At XXXX XXXX that same evening, the Assistant Branch Manager sent me an email stating he had " tried to contact me by phone '' but was unable to reach me. This is false. My phone records prove we spoke multiple times that afternoon. This email appears to be a deliberate attempt to create a false paper trail suggesting he could not reach me after a conversation in which he had already been informed of my deposit amount. That same evening I also received an automated email thanking me for " authorizing a cashier 's check '' which I did not authorize. I called the bank immediately. They flagged it as fraud and instructed me to come into the branch the following day to speak with the branch manager. I went in on XX/XX/XXXX. The bank stated they would conduct a full investigation. I followed up multiple times XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. The bank went silent after XXXX. On XX/XX/XXXX, I discovered the {$300.00} provisional credit had been reversed. When I called, a representative from the claims center told me the investigation was closed because camera footage had verified an ID for the withdrawal a man. The branch was closed at the time. Neither I nor the authorized account holder made this withdrawal. I have not been shown this camera footage or the ID that was allegedly verified, despite formally demanding both in writing. When I emailed the branch manager demanding the camera footage, the verified ID, the investigation report, the claim number, and the investigator 's name, she directed me to the claims department. The claims department directed me back to the branch. This circular deflection has been fully documented in writing. Most critically the branch manager has since confirmed in writing that the claims center has no access to camera footage. Yet the claims center cited camera footage as the sole basis for closing my investigation and reversing my {$300.00} credit. It remains entirely unclear who reviewed any footage, what they saw, or how this information was used to close my case and no one at Bank of America has been able or willing to provide answers. This is a direct contradiction between Bank of America departments, documented in writing, that has never been explained or resolved. Bank of America has closed a fraud investigation without providing evidence, reversed a provisional credit without explanation, refused to produce the camera footage or ID they claim to have verified, and a branch employee has sent a demonstrably false email contradicted by my phone records. I am requesting federal intervention to compel Bank of America to provide the full investigation findings and restore the {$300.00} wrongfully removed from my account.

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