Consumer complaint received 2026-06-10 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: CA

Complaint narrative:
On XX/XX/year>, I received an email message from Bank of America stating : On XX/XX/year>, your Bank of America User ID was looked up. This happens when you attempt to retrieve your ID or reset your Password using the Forgot ID/Password feature in Mobile or Online Banking. If youre having problems logging in, call us at XXXX. If you believe someone is fraudulently trying to access your account, say Fraud when prompted. Since I had not accessed my account, I did nothing when I saw that message. I had my ATM card in my wallet and knew I had not given the card or my information to anyone. However, either on that day or the following day I received a call from someone stating they were calling from Bank of America and asked whether I had authorized charges at a XXXX in XXXX. I live in XXXX XXXX and have not been to XXXX in several years. I assumed this call was related to the message I had received the previous day stating my user ID was looked up and became fearful and angry ; my card has been stolen in the past. I asked what I needed to do to stop the use of my card and avoid fraudulent charges. I was told the bank needed to pick up my actual card and issue me a new one. This seemed like a drastic measure but obviously necessary. I then confirmed my home address and was given the license number of a driver who was supposedly coming to my home and would pick up the card within one hour. I was also directed to place the card in an envelope and address it as follows : Case ID XXXX XXXX XXXX XXXX XXXX XXXX, Illinois XXXX I did this and went outside and handed the envelope to the driver who was waiting in a car outside my home. When I returned to my desk, I noticed that I had given the driver a Bank of America credit card and NOT my ATM card. Several minutes later the phone rang, and the same female voice informed me that I had sent a different card from my ATM card. I asked what I should do and she said she would dispatch another driver to collect the correct card. I again addressed an envelope as I wrote above and in less than an hour another driver came to my home and collected the envelope. I assumed the credit card would be returned to me, but this did not occur. ( Credit card and ATM card both stopped ). Within hours, criminals used those cards for purchases of approximately {$14000.00} at XXXX, approximately {$8000.00} in other charges, and multiple withdrawals from an ATM in XXXX XXXX. These were not transactions I made or approved. The only reason anyone had access to my card was because they tricked me into surrendering the card by pretending to be Bank of America. I believe this qualifies as unauthorized use under federal law. Consent obtained through impersonation and deception is not legal consent. I should not be held financially responsible for losses caused by criminals who exploited my trust in my own bank. Several of these charges have been reversed by the bank which is appropriate. ALL these charges were fraudulent and should be reversed, not just the charges with lesser amounts. I wish to note that I am XXXX XXXX XXXX. Under Californias Elder Abuse and Dependent Adult Civil Protection Act ( Welfare and Institutions Code 15610.30 ), financial fraud targeting individuals aged XXXX and over constitutes elder financial abuse. I am formally invoking these protections and expect Bank of America to consider this in its review. My husband is XXXX XXXX XXXX and is jointly on my accounts.

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