Consumer complaint received 2026-01-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX

Complaint narrative:
On XX/XX/XXXX, I visited a Bank of America financial center located at XXXX XXXX XXXX XXXX, XXXX, TX XXXX, to withdraw {$10000.00} from my checking account. During the transaction, the teller consulted the financial center XXXX, XXXX XXXX, for approval. XXXX XXXX stated that there was fraudulent activity on the account and refused to process the withdrawal. 

This statement was alarming and unexpected. There were no fraud alerts, holds, or restrictions visible in the Bank of America mobile application. When I asked XXXX XXXX to explain the basis for his claim of fraud, he stated only that he works at Bank of America and therefore knew fraud was present. He refused to provide any documentation, explanation, or further assistance and directed us to call a claims/fraud department phone number. 

I attempted to contact the claims department for approximately XXXX hour without success and was forced to leave the branch without access to my funds. Later that same day, I contacted Bank of Americas fraud department directly and spoke with a fraud specialist, who confirmed unequivocally that no fraudulent activity, alerts, or holds existed on the account on XX/XX/XXXX or earlier. This was further confirmed when I visited another Bank of America financial center the same day and successfully withdrew {$20000.00} without any issue. 

On XX/XX/XXXX, I returned to the XXXX XXXX branch to ask XXXX XXXX to clarify what fraud indicators he allegedly observed. This conversation was recorded. During the recorded conversation, XXXX XXXX again refused to identify any fraud-related basis for his prior statements and stated that he would not discuss internal processes with me. He declined to justify his actions or statements. 

Based on confirmations from Bank of Americas fraud department and a separate financial center, XXXX XXXX assertion of fraudulent activity appears to have been false and unsupported. His conduct resulted in an unjustified denial of access to my funds, unnecessary distress, and significant inconvenience. 

Issues with the Financial Institution : False representation of fraudulent activity on a consumer account ; Unjustified refusal to provide lawful banking services ; Failure to provide factual basis ; Inconsistent handling of the same account across Bank of America branches ; Lack of transparency and accountability by financial center XXXX ; Harm Suffered : Temporary denial of access to funds ; Emotional distress and confusion caused by false fraud allegations ; Wasted time attempting to resolve a non-existent fraud issue including minimum of XXXX hours being on a phone hold ; driving to another branch to access the funds ; driving the next day to speak with XXXX XXXX to clarify his fraud claim. 

Loss of confidence in Bank of Americas internal controls and branch-level decision-making.

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