Consumer complaint received 2025-11-30 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: TX

Complaint narrative:
On XX/XX/XXXX, I received an email alert from Bank of America regarding activity on my account. When I logged into my online banking, I discovered several unauthorized transactions. Five charges of {$48.00} each ( totaling {$240.00} ) had been attempted but were declined by the bank. However, several additional charges from XX/XX/XXXX, were processed successfully, including : {$70.00} ( XXXX ) {$270.00} ( XXXX XXXX XXXX XXXX XXXX {$1300.00} ( XXXX XXXX XXXX XXXX XXXX XXXX ) I immediately contacted Bank of America to report the fraudulent activity. I informed the representative that I was in possession of my debit card and had not authorized any of the charges. I was told that a claim would be opened and that the investigation would take several days. I was also advised to file a police report if I intended to pursue the matter further. During the call, the representative stated that the fraudulent transactions appeared to have been made locally and that the individual had used my PIN. 
Following the banks instructions, I attempted to file a police report. The XXXX XXXX XXXX  XXXX  ( XXXX XXXX location ) informed me that they no longer take reports in person or over the phone, and directed me to submit one online, which I completed. 

I then visited the merchants in an effort to gather additional documentation : XXXX XXXX  ( XXXX XXXX ) : General Manager XXXX XXXX provided a receipt and confirmed the first attempted payment was declined and then re-run. He explained the restaurant does not have interior or exterior cameras. He gave me a copy of the signed receipt and stated he would speak to the server and follow up if more information became available. 
XXXX XXXX XXXX ( XXXX XXXX XXXX ) : The store manager provided a printed receipt and directed me to the XXXX XXXX XXXX, as the purchases were made there. 

XXXX XXXX ( XXXX XXXX XXXX ) : After initially declining to provide details, the manager, XXXX XXXX, returned with a copy of the receipt. He confirmed that video footage of the transaction exists but can only be released to law enforcement. He also remarked that this isnt a big deal because the bank would reimburse me and that situations like this happen all the time. I asked whether the store requires identification for purchases of this nature, and he stated that they do not. When I asked why, he explained that because the store is located in Texas and people have XXXX, they avoid requesting ID from customers. 

Despite my providing the bank with a notarized police report, email correspondence from the assigned detective confirming that video footage of the individual exists, and documentation from the merchants, Bank of America has denied my claim three different times. The reason provided is that because I had physical possession of my debit card, fraud could not have occurred, even though the evidence clearly indicates my card information was stolen and used without authorization. 

To date, I have not been reimbursed. 

My husband and I have repeatedly contacted Bank of America to request updates, clarify the status of the investigation, and understand why the claim continues to be denied. Each call often involved being on hold, transferred multiple times, or waiting while representatives reviewed notes, only to be told the case was denied, could be reopened, or would require further review. These calls were typically over an hour long. The dates of our follow-up calls include : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. 

After months of inconsistent information and no resolution, I submitted a Formal Complaint regarding mishandled fraud claim on XX/XX/XXXX. Two days later, I received a call from a representative who stated they would look into the matter, with an estimated resolution timeline extending into late XXXX, more than four months after the fraudulent activity occurred. 

Throughout this entire process, I have not received a single proactive call from the claims department requesting information, providing updates, or returning any of my messages. The handling of this case has been disorganized, unresponsive, and contrary to what should reasonably be expected from a fraud investigation. 

As of today, this issue remains unresolved, and the financial loss has not been reimbursed despite substantial evidence supporting my claim. 

Claim Number : XXXX Police Report : XXXX XXXX. XXXX XXXX # XXXX - XXXX

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