Consumer complaint received 2025-03-01 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: NJ

Complaint narrative:
I am submitting this complaint regarding Bank of Americas handling of my disputed transactions claim in the amount of {$12000.00} which remains denied as of todays date despite overwhelming evidence proving I did not authorize these charges.

Today, I received yet another denial letter from Bank of America via email, which they claim is their final decision. However, this denial letter was sent just hours after I received multiple urgent phone calls and XXXX voicemails from Bank of Americas Regulatory Complaints and Resolutions Department where the specialist specifically stated she had a resolution for me today and wanted to discuss information. 

I am attaching the voicemail recording left by the Bank of America XXXX as evidence. 
In the voicemail, the specialists voice noticeably shakes as she struggles to choose her words carefully which strongly suggests there was information she was not authorized to put in writing. 

These conflicting communications raise serious questions about whether Bank of America is intentionally trying to manipulate the outcome of this claim by issuing misleading phone calls while sending out pre-written denial letters to regulators. 

In addition, I find it highly suspicious that Bank of Americas automated system which had been allowing me to check the status of my claim for the past several months suddenly stopped providing any claim updates at all starting today, the same day they issued this latest denial letter. 

This behavior appears to be part of a coordinated deceptive scheme to frustrate me into accepting the denial and walking away while hiding critical information behind phone calls instead of putting it in writing. 


What I Am Requesting : XXXX. I am requesting that the CFPB investigate Bank of America for possible UDAAP violations under 12 USC 5531 for using deceptive, misleading, and abusive tactics to manipulate the outcome of this dispute. 
XXXX. I am requesting that Bank of America fully reimburse the {$12000.00} in disputed funds as they are already in possession of detailed evidence proving these transactions were unauthorized. 
XXXX. Due to the prolonged financial hardship, emotional distress, and deceptive treatment I have endured throughout this process, I am formally requesting compensatory damages in the amount of {$50000.00} under the XXXXFPBs authority to provide consumer relief for UDAAP violations.

4. I am also requesting that the CFPB refer this case to the Office of Enforcement for further investigation into whether Bank of America is engaging in systemic deceptive practices to avoid reimbursing customers in fraud claims. 



Supporting Evidence : Voicemail recording from Bank of America Regulatory Complaints Department ( XX/XX/XXXX ) Denial letter received via email ( XX/XX/XXXX ) Previous denial letters from Bank of America ( XX/XX/XXXX XX/XX/XXXX ) Detailed dispute documentation previously submitted to Bank of America Confirmation of address update submitted to Bank of Americas Risk Department Final Statement : I believe Bank of Americas actions in this case are not only deceptive but outright predatory and I am requesting that the CFPB investigate this matter to the fullest extent of the law.

I respectfully request that this case be referred for UDAAP violations and compensatory damages relief under the CFPBs enforcement authority.

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