Consumer complaint received 2026-01-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: RI

Complaint narrative:
CFPB COMPLAINT BANK OF AMERICA ( XXXX XXXX XXXX  ) Complaint narrative ( copy/paste for CFPB portal ) I am filing a comprehensive complaint against Bank of America for systemic consumer-finance misconduct involving : ( 1 ) deceptive inducement and improper credit inquiry ; ( 2 ) Regulation E error-resolution violations relating to an unauthorized transaction dispute, not providing provisional credit in timely manner ; ( 3 ) ongoing account fee charging and harmful account treatment while a dispute remained active ; ( 4 ) obstruction, contradictory communications, and refusal to disclose internal investigation records ; and ( 5 ) downstream financial, credit, and business harm caused by Bank of Americas failure to follow required dispute-handling procedures. 

A. Deceptive small-business offer and improper credit handling ( XX/XX/XXXXXXXX  ). 
In or about XX/XX/XXXX, Bank of Americas Small Business Team sent me a promotional XXXX partnership offer advertising incentives/bonuses and a statement credit for opening a business account and applying for a small business credit product. I applied in good faith. Bank of America immediately denied the application but performed a hard credit inquiry despite apparent foreknowledge or likelihood of denial. The bank did not provide a proper adverse-action notice. This conduct constitutes deceptive inducement, unfair credit handling, and consumer harm. 

B. Regulation E dispute mishandling unauthorized transaction claim ( XX/XX/XXXXXXXX  onward ). 
On or about XX/XX/XXXX, I filed a dispute for an unauthorized electronic fund transfer under Regulation E. Bank of America opened the claim but repeatedly failed to provide meaningful documentation, case updates, or consistent investigation information. I submitted supporting evidence on or about XX/XX/XXXX. Bank personnel gave contradictory statements about whether evidence was received or reviewed, including blaming me for supposed submission/fax issues, while a Regulation E specialist confirmed the evidence was reviewed. Bank personnel also provided contradictory denial rationales and shifting narratives regarding investigation steps. 

C. Escalation obstruction and contradictory internal representations ( XXXX XXXX ). 
Multiple Bank of America representatives caused procedural confusion and obstructed resolution. I was transferred incorrectly when requesting a Regulation E specialist, then later told by other personnel that earlier transfers were wrong and had to be corrected. A dispute team representative confirmed on or about XX/XX/XXXXXXXX  that the claim would be resubmitted/reconsidered, yet it was not processed. A fraud department agent later stated my evidence/notes were reviewed only after the claim and blamed me for procedural deficiencies, while a Regulation E specialist confirmed review occurred. A supervisor-level agent ( XXXX ) misrepresented provisional credit procedures and then terminated the call while I was clarifying claim details. These events show a pattern of unreliable process narratives, misrepresentation, and interference with dispute rights. 

D. Unlawful fee charging / account harm while dispute active and liability unresolved ( ongoing ).

While the dispute remained active and liability had not been determined, Bank of America continued charging my account and treating the account as collectible and fee-generating. I have been charged while the bank simultaneously failed to properly conclude the error-resolution process. If the account was closed, I was not provided proper notice. If it remains open, the banks continued charging and collection-style communications during an active dispute constitutes abusive interference with consumer rights and further financial harm. 

E. Refusal to disclose internal logs, case notes, and accountability records.

When I requested internal logs, investigation notes, or any disciplinary/accountability information relating to mishandling, Bank of America refused or deflected. This appears to be deliberate record suppression and obstruction, preventing verification of what the bank actually did versus what it claims it did. 

F. Harm and systemic impact.

Bank of Americas conduct caused continued financial harm ( fees, negative balance effects, restricted access to funds ), interference with dispute rights, emotional distress, time loss, and severe disruption to business operations. The banks mishandling contributed to a cascading chain of consumer harm including credit impacts, inability to transact normally, and additional downstream processor/credit/banking issues. This conduct reflects a pattern of unfair, deceptive, and abusive acts and practices. 

This complaint concerns violations and misconduct implicating Regulation E ( 12 C.F.R. 1005.11 ), the Consumer Financial Protection Act / UDAAP standards ( 12 U.S.C. 5536 ), the FTC Acts deception standards, and credit-handling duties including FCRA-related issues regarding inquiry/data use. I request CFPB supervisory review and enforcement-level scrutiny due to repeated contradictory representations and ongoing harm. 
Bank of Americas actions show an intentional pattern : contradictory narratives, fabricated procedural blame, refusal to disclose records, and continued fee-charging while a legally protected dispute remained active. This is not a good-faith error-resolution process it is systematic interference with consumer rights and a UDAAP-level compliance failure.

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