Consumer complaint received 2026-06-01 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
On XXXX XXXX an unauthorized Bill Pay for {$1000.00} was set up in my business account ending in XXXX to be paid to XXXX XXXX XXXX XXXXXX/XX/XXXX ( XXXX & XXXX ) XXXX Bank XXXX XX/XX/XXXX. I noticed the withdrawal on XX/XX/XXXX and made a fraud claim to Bank of America.I have worked from home since XXXX XXXX. I live alone. I own my business and no one works for me. No one has access to to my account. BofA in a brief amount of time denied my claim stating the IP # was linked to my device. I did no use the Bill Pay since XX/XX/XXXX, the same month and year and XXXXXX/XX/XXXX XXXX filled for bankruptcy. BofA reopened my claim XXXX time at my insistence. They continued to send denial letters. I did my own research over several weeks. I spoke to may different agents in the Fraud Dept. at BofA and agents at XXXX Bank in Texas. I learned pieces of information from each agent at each bank. I kept documentation of who I spoke to on what date and what I learned. I created a report. I never received a statement from XXXX XXXX XXXX XXXX Bank showing I had purchased anything. After the {$1000.00} was stolen, I received a statement from XXXX Bank in Texas showing I now had a XXXX balance, but at the bottom of the statement it showed ( - ) {$1000.00}. I called XXXX and learned I now had a credit of {$1000.00} and it made no sense to me. I said how can I spend money at a store that went bankrupt. I was informed that in fact in XX/XX/XXXX all XXXX XX/XX/XXXX XXXX accounts were closed including my old account. I was offered to have a check for {$1000.00} be mailed to my home in XXXX business days. Time passed and no check. I took my report and wrote a letter toXX/XX/XXXX saying I wanted my money returned and a letter of apology from a person not an AI. I mailed the package to XXXX in XX/XX/XXXX, CCed to BofA, to FTC, and to XX/XX/XXXX in XX/XX/XXXX. I stated in my letter that my next stop was the police report. Very shortly thereafter, I received a letter from XXXX with an XX/XX/XXXXeturn address. I did receive an apology for my inconvenience. The letter was signed by Customer Care. No one signed the letter. The very next day, I received a check for {$1000.00}. I went to the Sheriff 's station and made a report. I received a second letter from XXXX Bank again with the same message. I consulted with the XXXX bank fraud specialist who told me to stop talking by phone to anyone at BofA. Instead, I was to make an appt. and see a branch agent at BofA in person. I put together another pack of documents, with a cover letter and a list of attachments and met with an agent at the XXXX XXXX XXXX in XXXX XXXX, XX/XX/XXXX. I requested that XXXX read at least the cover letter and hand the package off to her supervisor with a request that it be handed up the chain of command, not just sent to the Fraud Dept. because I had a trust issue. I updated my report of receiving the {$1000.00} check to FTC and they recommended I provide a report to the CFPB. I believe there may be other victims besides me. If other BofA clients have ever had a Bill Pay set up for a store managed by XXXX Bank and if they made a fraud claim only to be turned down and said sorry, we linked it to your IP # and your device, they may not fight it. My late husband was a victim of XXXX XXXX fraud claim several years ago. He was part of a class action suit and received a settlement that came after he died.

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