Consumer complaint received 2025-08-12 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: PA

Complaint narrative:
Dear Consumer Financial Protection Bureau, I am writing to file a formal complaint against Bank of America for mishandling my XXXX fraud dispute, Claim XXXX XXXXXXXX, and for failing to reasonably investigate and consider the supporting documentation I submitted during both the initial claim and redetermination process. 

Summary of Incident : On XX/XX/year>, I sent a payment of {$2500.00} via XXXX to XXXX for what I was led to believe was a legitimate residential rental in XXXX. I later discovered the entire arrangement was fraudulent : The property had no rental license or certificate of rental suitability, violating City of XXXX housing laws. The person acting as landlord, XXXX, is not the legal property owner and had no authority to rent out the home. Although XXXX is listed as the legal homeowner, she has denied any responsibility, despite the lease and XXXX transaction being carried out using her name. 

Additionally, I was illegally locked out of the unit on two separate occasions by an individual acting on behalf of the homeowner. These incidents required police intervention, with official reports filed with the XXXX Police Department : DC XXXX XXXXXXXX XX/XX/year> ( XXXXXXXX XXXX XXXX XXXXC XXXX XXXXXXXX XX/XX/year>XXXX XXXX XXXX XXXX XXXX XXXX had no legal right to lease the property or perform any eviction activities. These unlawful actions further prove that I was the victim of a fraudulent rental scheme. 

Bank of Americas Failure to Investigate : Despite providing clear documentation showing fraudulent inducement, including : A copy of the fraudulent lease agreement Screenshots from the City of XXXX Department of Licenses & Inspections confirming no legal rental license Police reports confirming illegal lockouts and fraudulent activity Bank of America denied both the initial claim and the redetermination without properly acknowledging or reviewing this critical evidence.

Moreover, Bank of America continues to report completing an investigation based solely on original findings without updating their reports based on new information. For example : The denial is based on findings dated XX/XX/year> A resolution support member was assigned on XX/XX/XXXX Updated information was submitted on XX/XX/XXXX regarding additional periods of the scam Yet on XX/XX/XXXX, I was told the claim was denied again based on the XX/XX/XXXX findings This indicates Bank of America is not conducting a thorough or current investigation. 

Additionally, while the bank acknowledges this as a scam, they have not protected me because they are unable to recover the funds from the scammers account. This shows a lack of commitment to protecting me as a client. Notably, there is no indication anywhere on their banking app or website that XXXX transactions are unprotected, which is misleading, constitutes false advertising, and is a misrepresentation to consumers. 

My Request : I respectfully ask the CFPB to investigate Bank of Americas failure to : Properly review and update evidence of fraudulent and deceptive practices Fulfill its duty under the Electronic Fund Transfer Act ( EFTA ) Protect consumers from financial harm caused through XXXX, a platform they promote as safe and secure As a result of this fraud and Bank of Americas refusal to take appropriate action, I am displaced, financially impacted, and suffering emotional distress.

I am available to provide all supporting documentation, including police reports, communication records, and evidence of housing violations, upon request.

Thank you for your attention to this matter. I look forward to your help in ensuring fair treatment and accountability. 

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