Consumer complaint received 2025-10-07 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: GA

Complaint narrative:
I am submitting this formal complaint against Bank of America for their failure to prevent, investigate, and properly resolve a large-scale fraud incident that occurred on my account. Despite repeated communication and resubmission of claims, the bank has refused to provide documentation or a clear explanation of their actions. 
On XX/XX/year>, I deposited a check from my attorneys office into my Bank of America account. The same day, unauthorized charges began posting to my account starting with a transaction for {$240.00}. Over the course of that day alone, approximately 16 fraudulent charges appeared, all from XXXX XXXX XXXX XXXX. 
From that point forward, these unauthorized charges continued daily, rapidly depleting my account until my entire balance was gone. Bank of America never contacted me or attempted to stop the irregular activity, even though the pattern was clearly unusual and inconsistent with my normal account behavior. For a time period in XXXX I was out of the country in the XXXX with no cell service outside of my hotel. 
When I discovered that my account had been completely wiped out around XX/XX/year>, I immediately contacted Bank of Americas Fraud Department. I was instructed to initiate multiple claims due to the size of the losses. In total, I submitted four separate claims totaling {$50000.00}, broken down as follows : Claim # XXXX : {$12000.00} Claim # XXXX : {$15000.00} Claim # XXXX : {$19000.00} Claim # XXXX : {$2700.00} My claims were initially denied, but I received a reimbursement of only {$190.00}, with no explanation of how they determined this fraud but neglected the other charges. resubmitted all claims in XXXX 2025, and they were denied again in or around XX/XX/year>. 
Since that time, I have repeatedly requested copies of the investigation reports and supporting documents, but Bank of America has refused or failed to provide them. I am therefore unable to understand how their investigation was conducted, what evidence they reviewed, or how they concluded that the losses were not eligible for reimbursement. 
This has caused me significant financial and emotional harm. I believe Bank of America failed in several key areas : Failure to detect and prevent clear fraudulent activity on my account ; Failure to notify me of irregular and high-risk transactions ; Failure to conduct a transparent and complete investigation, and refusal to release the investigation findings as required by law. 
I am requesting that your office : Review Bank of Americas handling of this case ; Require the bank to release a full copy of their investigation report and correspondence related to my claims ; Ensure that all remaining funds from this fraud incident are reimbursed in full. 
I respectfully request acknowledgment of this complaint and confirmation that this matter will be assigned for review. 
Thank you for your assistance in this urgent matter. 
Sincerely, XXXX 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 monetary relief