Consumer complaint received 2025-02-12 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
I am writing to appeal the denial of my fraud claim, as the documents you provided in your determination reveal significant discrepancies in the transaction and login data that warrant further investigation. The information provided raises serious concerns about unauthorized activity and system inconsistencies that appear to have been overlooked during your review. 

Discrepancies in Login Logs and IP Addresses Your records show that the XXXX ID XXXX, which you have identified as consistent with my prior valid activity, was used to log into my account from various geographic locations and IP addresses that do not belong to me. Here are the critical findings from your own data : My Home XXXX Address : My consistent, authorized device is a desktop using WEB login from my home XXXX address, XXXX, located in XXXX XXXX, XXXX  Any logins from other IP addresses or locations are not from my authorized devices. 

Suspicious IP Address Activity : Starting XX/XX/year>, the following unauthorized IP addresses with XXXX ID XXXX were used to access my account : XX/XX/XXXX : XXXX address XXXX ( Location : XXXXXXXX XXXX  ) XX/XX/XXXX : XXXX address XXXX XX/XX/XXXX : XXXX address XXXX ( XXXX ) and XXXX ( XXXX ) The change between IP addresses XXXX and XXXX occurred within XXXX minutes, which is suspicious and inconsistent with legitimate device behavior. 

On XX/XX/year>, at XXXX, your records show an IP address of XXXX located in XXXXXXXX XXXX, logging into my account using the same XXXX  ID. This location is hundreds of miles away from my home or office and is not associated with my devices. 

XX/XX/year> : At XXXX, another login from XXXX XXXX ( XXXX, CA ) occurred with the same XXXX  ID. 

Failed Login After Password Change : On XX/XX/year>, after I reported the fraud and changed my password from my office location, a failed login attempt was made on XX/XX/year>, at XXXX from a new IP address. This failed attempt used the same XXXX ID ( XXXX ), further confirming unauthorized access attempts. 
Inconsistencies with Device Consistency Argument Your determination that the transactions were completed from a device consistent with previous valid account activity is flawed. While the XXXX  ID may match, the geographic locations and IP addresses clearly do not align with my authorized devices or regular login locations : All logins originating from IP addresses other than XXXX ( XXXX XXXX, XXXX ) are unauthorized. 
The rapid change between IP addresses on XX/XX/year>, within minutes is technically suspicious and points to potential fraud involving device spoofing or unauthorized access. 
Request for Reinvestigation Given the evidence of unauthorized IP addresses and suspicious login behavior, I respectfully request that Bank of America : Reopen my fraud claim and thoroughly investigate the unauthorized activity.

Conduct a detailed review of : All geographic IP locations, timestamps, and device metadata associated with the transactions in question. 
Any changes to my accounts XXXX XXXX setup, including the unauthorized addition of the XXXX XXXX ( ending XXXX ) and XXXX XXXX ( ending XXXX ). 
Provide an explanation of how the same XXXX ID could be used across multiple geographic locations and IP addresses in such a short time frame.

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