Consumer complaint received 2025-11-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IL

Complaint narrative:
I am filing this complaint because Bank of America is refusing to reinvestigate or correct false information they furnished to Early Warning Services ( EWS ) regarding an alleged counterfeit check, despite my submitting extensive documentation via an EWS dispute proving the check was legitimate. They are denying disputes without investigation, refusing to provide documentation, misdirecting me to incorrect departments, giving me contradictory information, and transferring me in circles for hours. 

As a result of Bank of Americas false reporting, I am unable to open bank accounts, my financial stability is harmed, and my life has been significantly disrupted. Bank of Americas false reporting that I deposited a fraudulent/counterfeit check has prevented me from managing basic financial needs, created extreme stress and instability and damaged my banking reputation under entirely false pretenses. 

I am being punished for an error I did not commit and can not get corrected because Bank of America will not perform the investigation they are legally required to complete. 

On XX/XX/XXXX, I called Bank of America at XXXX PM to understand why my deposit had been treated as fraudulent. I was told the check I deposited was flagged as counterfeit, and that Bank of America could not help me. I was told I could not dispute with them, and that I was required to dispute only with XXXX XXXX XXXX or XXXX 

On XX/XX/XXXX, XXXX XXXX XXXX informed me that the reinvestigation was complete, that the information furnished by Bank of America was considered accurate and complete, and that no changes would be made to my file. When I called XXXX that same day, they explained that they do not make fraud determinations, do not verify the accuracy of furnished information, and only maintain data provided by Bank of America. They stated that Bank of America alone is responsible for the accuracy of the report and advised me to re-contact the bank, noting that everything I could include in a rebuttal was already included in my original submission. 

That same day, at XXXX AM, I contacted Bank of America to request the documentation underlying their fraud determination, including reason codes and investigation notes. The representative initially seemed prepared to help, but attempted to transfer me to the sales department and then claimed that the Fraud Department does not handle these disputes and that the Risk Disclosure Department is responsible. He refused to transfer me directly and gave me a separate phone number. At XXXX PM, I contacted the Risk Disclosure Department and spoke with a representative named XXXX, who stated clearly that Risk Disclosure does not handle disputes and that only the Fraud Department is responsible for XXXX reinvestigations. She then transferred me back to Fraud. 

In the Fraud Department, I spoke to XXXX ( ID XXXX ), who attempted to transfer me to the accounts department. I refused and requested a supervisor. I was transferred to a Fraud supervisor named XXXX, who stated that Fraud does not handle anything related to XXXX and that there was a separate XXXX department. He then transferred me, but transferred me to XXXX XXXX XXXX themselves, not any department within Bank of America, despite my repeated explanations that I had already filed a dispute with EWS. 

At XXXX PM, I called again and spoke with another Fraud representative, XXXX, and asked to be transferred directly to a supervisor. I spoke with a supervisor named XXXX ( ID XXXX ), who stated she was in credit fraud, not checking fraud, and she transferred me again. I reached the check fraud department and spoke with a representative named XXXX ( ID XXXX ), who reviewed the file, said she could not help, and transferred me to the XXXX department. There, I spoke with a representative named XXXX, who refused to provide his employee ID and stated only that the item was deposited and returned because it was invalid. He repeatedly said he could not provide any documentation or explanation of the fraud finding and ultimately stated that he can not release information because it is at the banks discretion. When I asked for a supervisor, I was transferred to a supervisor in the account disclosure department ( ID XXXX ), who would not confirm or deny what XXXX told me, stated he could not give me any information, and directed me back to the Fraud Department. 

I have been transferred between XXXX different departments, none of which will accept responsibility for the information Bank of America furnished, and none of which will provide any documentation explaining the fraud determination. Bank of Americas refusal to investigate, refusal to provide documentation, and refusal to acknowledge its role as the furnisher has left me unable to resolve a damaging and incorrect report that is actively harming my financial life.

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