Consumer complaint received 2025-12-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY

Complaint narrative:
THIS IS NOT A DUPLICATE COMPLAINT. 

Bank of America never investigated the XXXX issues raised here, which include : XXXX. Unauthorized transactions that occurred while I was enrolled in a state-administered self-exclusion program, XXXX. Misclassification of XXXX withdrawals as merchant refunds, XXXX. Missing transactions I attempted to dispute in XX/XX/XXXX that were never investigated, and XXXX. An XXXX referral confirming the matter is NOT resolved. 

These issues were never addressed in any prior investigation, so this complaint is not a duplicate under Regulation E. 



Summary of the Problem From XX/XX/XXXX through XX/XX/XXXX, approximately {$600000.00} in XXXX XXXX XXXXansactions occurred on my Bank of America checking account while I was actively enrolled in my states self-exclusion program, which prohibits me from accessing gambling platforms. 
Under state law, these transactions are legally unauthorized, and Bank of America is required under Regulation XXXX ( XXXX CFR XXXX ) to treat them as unauthorized electronic fund transfers. 

Beginning in XX/XX/XXXX, I attempted to dispute ALL related XXXX transactions. 
Bank of America failed to conduct a reasonable investigation and mishandled the disputes in the following ways : XXXX. Ignored my self-exclusion documentation This documentation legally establishes that I could not authorize any XXXX transactions. 
Bank of America NEVER addressed this in its prior responses. 

XXXX. XXXX XXXX withdrawals as refunds Several XXXX  withdrawals into my account were incorrectly labeled as merchant refunds. 
These were NOT refunds they were gambling withdrawals made during the same unauthorized activity. 
This misclassification reduced or negated my dispute amounts and has NEVER been reviewed. 

XXXX. Failed to investigate missing transactions Due to processing errors, many transactions I attempted to dispute in XX/XX/XXXX were never investigated. 
No prior CFPB case or bank investigation reviewed these missing disputes. 

XXXX. Fragmented the dispute into XXXX separate claims This caused procedural errors, lost claims, and contradictory outcomes. 
The transactions were part of a single unauthorized pattern and should have been investigated together. 

XXXX. Provided an inadequate response to the prior CFPB complaint Bank of America simply stated the transactions were authorized, without addressing : my self-exclusion status, the unauthorized nature of the transfers, the misclassified withdrawals, or the missing disputes.

This does NOT meet the requirement for a reasonable investigation under Regulation E. 

Bank of America has already reimbursed approximately {$120000.00} of the XXXX transactions, which confirms that portions of this activity were unauthorized. However, they denied or ignored the remaining transactions without applying any consistent investigation standard. This inconsistency shows that the prior handling was incomplete and that this complaint can not be treated as a duplicate. 



XXXX Referral Confirms the Matter Is Unresolved Because Bank of America failed to address these violations, I filed a complaint with the XXXX. 
The XXXX reviewed the matter and referred it to the CFPB, which PROVES the dispute remains unresolved and must be reviewed. 
An XXXX issue can not be treated as a duplicate. 



What I Am Requesting I am requesting that CFPB require Bank of America to : XXXX. XXXX a full Regulation XXXX investigation of all XXXX transactions from XXXX XXXX XXXXXXXX. Correct the misclassified transactions labeled as merchant refunds. 
XXXX. Investigate all missing transactions that were never included in prior disputes. 
XXXX. Consider my state-issued self-exclusion documentation, which makes these transfers legally unauthorized. 
XXXX. Reimburse all unauthorized electronic fund transfers in accordance with Regulation XXXX. 



* * These issues have NEVER been reviewed by CFPB or by Bank of America. 

They are XXXX allegations and XXXX regulatory violations, so this complaint can not legally be classified or closed as a duplicate. * *

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