Consumer complaint received 2025-10-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
Subject : Ongoing mishandling of identity theft claim partial credit issued, remaining claims wrongfully denied Summary : My identity was stolen in XXXX, and a fraudulent XXXX XXXX account was opened in my name without my authorization. The perpetrators linked this fake XXXX account to my Bank of America checking account, and for approximately a year and a half, funds were withdrawn to pay that fraudulent XXXX bill. 

On XX/XX/XXXX, I formally notified Bank of America of the fraud and submitted all supporting documentation, including : My FTC Identity Theft Report My police report Copies of correspondence with XXXX XXXX confirming the account was not mine Evidence showing multiple unauthorized debits connected to the same fraudulent XXXX account Because the total disputed amount was large ( approximately {$42000.00} ), Bank of America split the claim into XXXX separate cases. However, this appears to have caused confusion internally only XXXX of the XXXX claims were credited, while the remaining XXXX were denied, even though all XXXX involve the same identity theft case, same fraudulent vendor, and same time period. 

In my communications with Bank of America, Ive made it clear that : The fraudulent transactions are all part of a single, ongoing identity theft incident. 

The same police report and FTC identity theft documentation apply to all related claims. 

The bank has already acknowledged the fraud by crediting a portion of the disputed transactions. 

Therefore, it is inconsistent and unreasonable to deny the remaining claims tied to the same fraud. 

It also appears that my documentation was not routed properly during the review process. Some investigators seem to have evaluated the later claims as if they were normal billing disputes, not identity theft claims which violates the Fair Credit Billing Act ( 15 U.S.C. 1666 ) and Regulation E requirements for handling unauthorized electronic fund transfers. I am writing to formally dispute the inconsistent handling of my identity theft claims with Bank of America. My identity was stolen in XXXX, and a fraudulent XXXX XXXX account was opened in my name without my authorization. Over the course of approximately a year and a half, funds were withdrawn from my Bank of America checking account to pay this fraudulent XXXX bill. 

On XX/XX/XXXX, I notified Bank of America about the fraud and submitted all necessary documentation, including my FTC Identity Theft Report, police report, and supporting evidence showing that these transactions were unauthorized and connected to the same fraudulent XXXX XXXX account. 

Because of the total amount involved ( approximately {$42000.00} ), Bank of America divided the case into XXXX separate claims : Approved Claims : [ XXXX ] [ XXXX ] Denied Claims : [ XXXX ] [ XXXX ] I have attached documentation confirming that XXXX of these claims were approved and reimbursed, while the other XXXX were deniedeven though all XXXX stem from the exact same identity theft incident, same fraudulent account, and same period of unauthorized activity. 

This inconsistency strongly suggests that my case was not handled cohesively or reviewed by the appropriate identity theft team. It appears that the denied claims may have been processed as ordinary transaction disputes, rather than as part of a larger identity theft investigation. 

I want to emphasize that this is not a billing dispute. There is nothing XXXX XXXX can verify or approve because the account in question was not opened by me. It was a fraudulent account used to siphon money from my checking account, and therefore, any reliance on merchant data from XXXX is irrelevant and contrary to the facts and federal identity theft protections. 

To support my case, I have attached : Documentation of the denial letters for the XXXX disputed claims. 

Documentation showing the approval and reimbursement of the other XXXX claims related to the same fraud. 

My FTC Identity Theft Report, police report, and supporting correspondence. 

Given that the same fraudulent account and set of transactions were involved, it is unreasonable for Bank of America to approve half of the claims while denying the others. I respectfully request that the remaining denied claims be reopened and credited, and that all related cases be consolidated under XXXX identity theft file to ensure proper handling in accordance with the Fair Credit Billing Act ( 15 U.S.C. 1666 ) and Regulation E.

Please confirm that this case has been escalated to the appropriate identity theft or executive resolution team, and that my documentation has been fully reviewed.

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