Consumer complaint received 2026-01-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
I am submitting this complaint on behalf of myself and for my mother, for whom I have served as the legally appointed Durable Power of Attorney ( DPOA ) since XXXX. Bank of America has failed to acknowledge or honor this valid DPOA and has instead treated me as though I were guilty of financial exploitation, without evidence, due process, or legal authority. 
Beginning in late XX/XX/XXXX, my mothers bank account was compromised by malware, consistent with a XXXX XXXX bot, resulting in a third party attempting to open BoA credit and checking accounts, phishing attempts, spoofing calls and texts, unauthorized access alerts, unauthorized change of POD beneficiary, suspicious micro-transactions, attempts to withdraw XXXX XXXXXXXX twice and attempted changes to account password. I promptly reported all verified activity and forwarded supporting documentation to XXXX@bankofamerica.XXXX cooperating fully and consistently. 
Several voicemails from the " Executive Resolutions Team '' were received, with no mention of Bank of America. When one specific call came in, I declined the caller permission the speak with my mother. 
The reason being, the bank fraud prevention literature specifically warns of these calls. If anyone calls asking for personal information, HANG UP. 

Rather than investigating potential fraud, Bank of America blocked our access, and redirected suspicion towards me the reporting party and lawful agent. 

As a direct result of the banks actions, I've been unable to handle my daily responsibilities. 

To top things off, XXXX XXXX XXXXXXXX XXXX XXXX ) and law enforcement were dispatched to my home, the day after XXXX. During the XXXX visit, the agent questioned my mother and myself, with our attorney present on speaker phone. 
The XXXX investigator told me the bank claimed my name was involved with XXXX transfers, totalling {$33000.00} in a month. I am hoping I heard the amount wrong. 
Any XXXX activity attributed to my name within the past two months was not conducted by me, as I had no access to XXXX due to bank restrictions. This raises concern that unauthorized third-party activity may have occurred. There should be at least {$20000.00} in this account. 
The next day, my attorney spoke with law enforcement, and she was told there were no adverse findings during the XXXX  visit, and no further action was needed to protect my mother. 

There is no court order, XXXX directive, or law-enforcement instruction restricting my authority or access. 

Despite this, Bank of America : Failed to acknowledge or respond to the XXXX XXXX, faxed directly by my mothers attorney Continues to freeze my mothers account, including government benefits such as Social Security Closed my personal Bank of America account Reported me to XXXX XXXX XXXX XXXX XXXX Refused to provide a clear legal or factual basis for the continued restriction The ongoing freeze has caused severe hardship. My mother and I have been left without money for food, medication, utilities, or transportation, forcing us to borrow from relatives during XXXX, XXXX, and XXXX XXXX. 
At no point has Bank of America produced evidence that I engaged in financial exploitation. 

Instead, the bank appears to have ignored malware-based fraud, disregarded a valid XXXX, and improperly focused suspicion on me, resulting in significant and ongoing harm. 

I request CFPB assistance to require Bank of America to : Identify the specific legal basis for the continued account freeze Confirm whether any external authority ( court, XXXX, or law enforcement ) has directed the restriction Formally acknowledge and honor the XXXX Durable Power of Attorney Immediately restore access to funds, including release of Social Security and other government benefits, so essential living expenses can be met Bank of Americas actions reflect a failure to investigate potential fraud properly, refusal to honor lawful authority, and the improper implication of financial exploitation without evidence, resulting in real harm to a vulnerable consumer. 


Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX 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 explanation