Consumer complaint received 2025-05-30 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: MI

Complaint narrative:
Dear Consumer Financial Protection Bureau, I am writing to formally report a case of identity theft and fraud that occurred in XX/XX/year>, which has severely impacted my financial well-being. I believe that my work bag which contained cellphone computer and tablet was taken/ misplaced and information was compromised, leading to unauthorized transactions amounting to {$9600.00}. Despite my efforts to resolve this issue with Bank of America, my claims have been repeatedly denied, and I am seeking your assistance in this matter. 

In early XX/XX/year>, I noticed several transactions on my Bank of America account that I did not authorize. Upon reviewing my account statements, I discovered a total of {$9600.00} in charges made to various merchants, mainly a crypto platform that I have no affiliation with. These transactions were executed without my consent, and it is clear that they could not have been made by me, as I was not in possession of my banking information during that time. 

I take my financial security very seriously and have always made it a priority to monitor my accounts closely. I have not shared my banking details with anyone, nor have I engaged in any activities that would compromise my personal information. Given the nature and volume of these unauthorized transactions, I am convinced that my identity has been stolen. 

Immediately upon discovering these transactions, I contacted Bank XXXX XXXX customer service to report the fraudulent charges. I provided them with all necessary information, including the transaction details and my account history, to support my claim. However, despite my clear evidence and the urgency of the situation, Bank of America has denied my claim, stating that they found no irregularities on my account. 

I have followed up with them multiple times, requesting a thorough review of my case, but have received little assistance. Their refusal to acknowledge my claim has left me feeling powerless and frustrated, as I am now responsible for a debt that I did not incur. 

I am reaching out to the CFPB for your guidance and support in resolving this matter. I believe that my case warrants further investigation, as it raises serious concerns regarding the security of consumer accounts and the responsibilities of financial institutions in handling fraudulent claims. 

I would greatly appreciate your assistance in addressing this issue with Bank of America and ensuring that my rights as a consumer are protected. Furthermore, I would like to understand what additional steps I can take to safeguard my identity and prevent future unauthorized transactions. 

Thank you for your attention to this urgent matter. I look forward to your response and any assistance you can provide.

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