Consumer complaint received 2026-03-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX

Complaint narrative:
Subject : Request for Investigation Identity Theft and Failure to Investigate Dispute What Happened I am submitting this complaint because Bank of America has failed to properly investigate and resolve a serious issue involving identity theft and unauthorized transactions on my account. I lost more than {$40000.00} from one of my accounts through a company called XXXX. These transactions were not authorized by me and appear to be the result of identity theft and account compromise. After discovering the transactions, I immediately contacted Bank of America and filed a dispute. However, I received a response the very next day stating that the dispute was denied. This response was provided without any meaningful investigation and without answering the questions I raised regarding the unauthorized transactions. In addition, I currently do not have access to my account, and I can not locate the account from which the funds were taken. This has made it extremely difficult for me to review the transactions or provide additional information to the bank. Furthermore, all of my credit cards were compromised, including both my personal and business credit cards, which indicates a broader identity theft and security failure. I have made several attempts to communicate with the bank and provide supporting documentation regarding my situation. Unfortunately, the institution has either ignored my communications or failed to conduct a reasonable investigation into my concerns. In addition, I am currently experiencing documented medical hardship. I am under XXXX XXXX and have been diagnosed with XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX, and XXXX related to XXXX XXXX conditions. These diagnoses are documented in my medical records and require ongoing treatment and medication management. These conditions significantly affect my ability to function under stress, manage financial matters, and maintain stability. My treating provider has documented ongoing symptoms including XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and XXXX XXXX Despite being aware of my situation and my attempts to resolve the issue in good faith, Bank of America has not taken reasonable steps to review the matter or provide a fair resolution. Why This Is a Problem Financial institutions have an obligation to protect customer accounts from fraud and identity theft and to conduct proper investigations when disputes are raised. The failure to properly investigate unauthorized transactions and the lack of response to my concerns has caused significant financial loss, emotional distress, and hardship, especially considering my documented medical condition. What I Want the CFPB To Do I respectfully request that the Consumer Financial Protection Bureau : Require Bank of America to conduct a full and formal investigation into the unauthorized transactions. Review the identity theft and fraud activity associated with my account. Restore my access to my accounts and provide full transaction records. Provide a clear written explanation of how the dispute was denied within one day without a proper investigation. Work toward a fair resolution regarding the loss of over {$40000.00}. The financial institutions involved have failed to provide an adequate response to my disputes. None of the stolen funds from my accounts has been refunded. All of the disputed transactions are accurate claims of fraud, and the unauthorized activity on my accounts resulted from identity theft. I have documentation confirming that the accounts and transactions reported by multiple banks and creditors were opened or used as a result of identity theft. If necessary, I am prepared to provide additional supporting documentation, including medical records and correspondence related to this matter. Thank you for your assistance in ensuring that financial institutions comply with their responsibilities to consumers. Sincerely, XXXX 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