Consumer complaint received 2026-05-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IL

Complaint narrative:
Initial Situation On XX/XX/year> around XXXX XXXX, my phone was stolen outside of a bar in XXXX, TX, and the perpetrators had seen me enter my phone 's password. They immediately removed my ability to access the phone by adding a fake trusted number to my apple account and kicking me out of XXXX XXXX XXXX XXXX. The following morning they requested money from my friends via XXXX and XXXX, who sent me ~ {$2000.00} in total. They also deposited {$560.00} via XXXX from a someone i did not know. Immediately after, this money ( ~ {$2600.00} ) and all the money in my bank accounts ( ~ {$4000.00} ) was removed via XXXX ( ~ {$600.00} ) and XXXX XXXX ( the remaining ~ {$6000.00} ). All of these transactions took place under my Bank of America savings and checking accounts. Situation with Bank of America I made a police report with XXXX Police Department ( XXXX ) the night of the XXXX. The next day ( XX/XX/XXXX ), I called Bank of America to file a fraud claim. The customer service agent did not request a police report. On XX/XX/XXXX, the bank denied this claim due to the fact that I did not provide evidence that I did not authorise these transactions because these transactions were approved via third party authentication on my phone 's messages and my phone 's email ( which obviously was stolen ). After calling Bank of America, they requested the police report. I told them I was not able to get a full copy of the police report yet - only the parts of the report that were available via the police department 's portal, as well as correspondence with investigators ( XXXX requires a waiting period before you can receive a full copy of the report ). A customer service agent told me that this should still work to get my claim approved. He also me to email these documents to a customer service email, and to include a detailed account of what happened. I included all police report ID numbers and claim numbers.I also included documentation from XXXX XXXX XXXX that I had to purchase a new phone that same morning. On XX/XX/XXXX, Bank of America denied this claim as well, for the same reasons as last time. At this point I was frustrated. I had my mother call the bank for me, as she gets a premium customer service since she has been with the bank longer. This new customer service agent told me that all of the prior claims had been submitted incorrectly. He also told me that the bank does not use the email I sent all of my information to previously. Instead, i needed to fax the full police report ( which i now had a copy ) to the bank. I did this and on XX/XX/XXXX, the Bank of America updated and showed they had opened a new investigation into my claims. I've been calling every other week since this last update. I was told i would not receive provisional credit while the investigation is ongoing since the claim was initially denied.The investigation can take up to 90 days. I was supposed to receive provisional credit after 10 days. 4 weeks ago, a customer service agent also told me that i should have received credit by the end of hat week. It is now XXXX XXXX, 86 days after I filed the first claim and it is showing as " researching '' in the app. Important to note here is that the reason the claims were denied in the first place is because the customer service agents filed the claim incorrectly in the first place. The first rep I talked to did not bother to request the police report and the second falsely told me my claim would be approved with an incomplete report. All the while this has been going on, my wait times to talk to a customer service rep have been between 30 minutes and 1.5 hours. The customer reps have also told me incorrect and conflicting information multiple times over. It's been an extremely poor customer service experience and I've had to rely on help from family to afford rent and bills, something I really did not want to do.

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