Consumer complaint received 2026-03-10 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: MI

Complaint narrative:
Subject : Formal Complaint Regarding Handling of Dispute Bank of America ( Claim No. XXXX ) I am submitting this complaint regarding the handling of my dispute by Bank of America related to transactions connected to the XXXX XXXX XXXX application. On XX/XX/year>, I submitted a formal dispute and provided extensive documentation, including more than 30 screenshots and detailed explanations describing serious transparency and consumer protection concerns related to the XXXX XXXX application. The documentation provided to the bank included the following issues : 1. Misrepresentation of the Application XXXX XXXX XXXX application is presented in its official store description as a social entertainment platform offering voice chat, casual games, and live streaming. However, the evidence demonstrates that the application contains multiple features resembling gambling-style games, including slot-style games, betting-style games, and jackpot systems that involve financial transactions. These features are not clearly disclosed in the official description of the application. This raises concerns related to misrepresentation and lack of disclosure in digital financial environments, which may fall under consumer protection principles addressed by the Federal Trade Commission Act. -- - 2. Undisclosed Financial and Game Mechanisms Within the application, users are exposed to several game systems that involve financial spending and chance-based outcomes, including : XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Jackpot and multiplier mechanisms These features introduce financial risk mechanisms that are not transparently disclosed to users before transactions occur. -- - 3. Closure or Restriction of the Withdrawal Section in My Account Another critical issue documented in the evidence is that the withdrawal section inside my account became closed or inaccessible. Although the platform allowed financial spending and transactions, the withdrawal interface within my account was unavailable, preventing access to withdrawal procedures or instructions. This created a situation where financial transactions could occur within the platform while access to withdrawal options was restricted or unavailable. -- - 4. Administrator Conduct and Lack of Transparency The screenshots submitted to the bank also document conversations with administrators associated with the platform. During these conversations : - Questions regarding licensing, regulation, and withdrawal procedures were not clearly answered. - Administrators attempted to move communication to external platforms such as XXXX, rather than providing official responses within the application. - Messages discussing financial or regulatory questions were later deleted or became unavailable. - Contact numbers provided by administrators were associated with foreign jurisdictions, including numbers beginning with XXXX and XXXX. These interactions raise significant concerns regarding transparency, accountability, and regulatory oversight. -- - 5. Evidence Submitted to the Bank All of the above evidence was submitted to Bank of America on XX/XX/year>, including : - screenshots of the application features - screenshots showing the restricted withdrawal section - screenshots of conversations with administrators - explanations detailing the issues described above Despite receiving this documentation, the bank rejected the dispute three times. The responses provided by the bank did not address the specific evidence submitted and did not explain how the investigation was conducted or how the evidence was evaluated. -- - 6. Concern Regarding Investigation Conducted by the Bank Because the evidence submitted raised serious transparency and consumer protection concerns, I am requesting that this matter be reviewed to determine whether the bank conducted a reasonable investigation consistent with the obligations established under the Electronic Fund Transfer Act ( Regulation E ). The lack of explanation regarding the evaluation of the evidence and the repeated rejection of the dispute raises concerns about whether the dispute process was handled appropriately. -- - 7. Additional Regulatory Notification In addition to notifying the bank of these concerns, I have also submitted a report to the Federal Trade Commission regarding the transparency concerns related to the XXXX XXXX application. The bank was informed that this report had been filed. -- - Requested Resolution I respectfully request that this complaint be reviewed and that Bank of America provide a detailed explanation of how the investigation was conducted, including how the evidence provided on XX/XX/year>XXXX was evaluated during the dispute process. I also request that the dispute be reexamined in light of the documentation previously

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