Consumer complaint received 2026-07-20 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: GA

Complaint narrative:
I am submitting this complaint because Bank of America 's handling of my replacement debit card continues to deteriorate despite multiple levels of escalation. On XX/XX/year>, while residing in XXXX, I reported my debit card as lost and specifically requested expedited delivery. During that call, I was informed that the card would be expedited at no cost because it had been reported lost. I was instructed to call back the following day for tracking information. When I called back, I was told no tracking information was available. I later spoke with XXXX XXXX, who acknowledged that my replacement card had not been expedited as requested. During a later recorded conversation, XXXX XXXX from XXXX XXXX also acknowledged that my original expedited request had not been carried out. More than XXXX weeks have now passed since my XX/XX/XXXX request, and I still have not received my replacement debit card. Throughout this process, I have repeatedly asked how I could independently verify that my replacement card was actually shipped. During my most recent conversation, XXXX XXXX stated that he had confirmation that the card had been shipped. I immediately responded, " Do I? '' My concern was that while Bank of America XXXX have internal information, I have never been provided shipment documentation, a mailing date, a tracking number, or any information that would allow me to independently verify that the card was actually mailed. Another issue concerns Bank of America 's escalation process. For approximately XXXX weeks, I worked with XXXX XXXX in XXXX Escalations. The primary solution discussed during that time was cancelling my outstanding replacement card and issuing another replacement through expedited delivery. However, during our most recent conversation, XXXX informed me that his department could not actually perform that action and that I would instead need to contact Customer Service to request another expedited replacement card. I explained to XXXX that I found this difficult to understand. The original XX/XX/XXXX expedited request had been handled by Customer Service and, according to Bank of America 's own representatives, that request was not carried out. After weeks of working with XXXX Escalations, I was ultimately directed back to the same department where the original problem began. I specifically told XXXX that, from my perspective, the only action his department had attempted was to cancel my outstanding replacement card and have another expedited. I then learned that his department could not even complete that action and that I would have to start over with Customer Service. I also questioned XXXX regarding his statement that he was my advocate. I asked him what actions he had actually taken on my behalf beyond recommending cancellation of my outstanding replacement card and directing me back to Customer Service. From my perspective, after weeks of escalation, I was returned to the same process that had already failed. Another concern involves Bank of America 's communication process. The bank routinely sends authentication codes by text message and has sent me emails from Enterprise Resolution, Client Escalations, and XXXX XXXX XXXX. Despite having these communication methods available, I was never proactively provided shipment confirmation or tracking information for my replacement debit card. Instead, I was repeatedly instructed to call Bank of America for updates. I also recently received correspondence from XXXX XXXX, XXXX and Client Advocate with XXXX XXXX XXXX, advising that he had been assigned as my Resolution XXXX and would remain my point of contact until the matter was resolved. His correspondence also stated that he or XXXX of his colleagues would return my call within XXXX hours if additional assistance was needed. As of the date of this complaint, I have not received a substantive response from XXXX XXXX regarding the underlying issues I raised. Likewise, despite my efforts to communicate with XXXX XXXX, I have not received a response from her or XXXX after sending them emails and leaving them messages. My concern is no longer limited to the original failure to expedite my replacement card. It is that, after progressing through Customer Service, Client Escalations, XXXX correspondence, and XXXX XXXX XXXX, I remain without my replacement debit card and without documentation demonstrating when or how it was shipped. I respectfully request that the CFPB require Bank of America to : Provide written documentation establishing whether and when my replacement debit card was shipped. Identify the shipping method used and provide any available tracking information or shipment records. Explain why my XX/XX/XXXX expedited request was not carried out. Explain why, after weeks of escalation, I was instructed to return to Customer Service to repeat the same process that had already failed. Explain what authority XXXX Escalations had to resolve my complaint if it could not process the replacement solution that had been discussed for approximately XXXX weeks. Explain why I was not proactively provided shipment confirmation or tracking information by email or text message. Review all recorded telephone calls, internal notes, and escalation records related to this matter. Take corrective action to improve the handling of replacement debit cards and escalation procedures for customers residing outside the United States. After more than XXXX weeks, I believe it is reasonable to expect accountability, transparency, and meaningful corrective action. Instead, I have experienced repeated delays, inconsistent information, multiple escalations, and a process that ultimately directed me back to the same department where the original failure occurred. I respectfully request that the CFPB investigate Bank of America 's handling of this matter and require a complete written explanation of the actions taken and the reasons for the continued delay.

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