Consumer complaint received 2025-09-26 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:
Dear CFPB, I am filing this complaint to request a reinvestigation of Bank of Americas mishandling of linked fraud claims related to my checking account ending in XXXX. 

Summary of Events I experienced identity theft that resulted in multiple fraudulent ACH debits to XXXX XXXX totaling over {$26000.00}. 

I promptly reported the fraud to Bank of America and submitted an FTC Identity Theft Report and police report. 

Bank of America split my dispute into multiple claim numbers. 

Claim # XXXX was approved, and {$1600.00} was credited back to my account for a series of fraudulent XXXX XXXX debits Account Credited. 

Claim # XXXX ( totaling {$24000.00} ) was denied, with Bank of America citing that the XXXX XXXX provided documentation showing proof of authorization Bank denial.

My Concern Bank of Americas decision is inconsistent and unfair : Both sets of transactions involve the same XXXX, same fraud event, and same bank account.

By crediting one claim and denying the other, they have acknowledged that fraud occurred but refused to make me whole for the entire loss.

Their internal choice to fragment my case into separate claim numbers should not result in contradictory outcomes for what is clearly a single identity theft case.

This handling violates the spirit of Regulation E, which protects consumers from liability for unauthorized electronic fund transfers when reported in a timely manner which I did. 

Resolution Requested I respectfully request that the CFPB require Bank of America to : Reopen Claim # XXXX and consolidate all fraudulent ACH transactions into a single investigation. 

Provide copies of all XXXX  documentation they relied upon to deny my claim ( ACH authorization forms, IP addresses, timestamps, and any signed agreements ). 

If they can not prove that I personally authorized these transactions, credit my account for the full disputed amount of {$24000.00} in compliance with Regulation XXXX ( XXXX XXXX XXXX ). 

Correct any account-level consequences ( fees, overdraft impacts, reporting ) that resulted from this mishandling. 

Implement measures to ensure that victims of identity theft are not penalized because their case was split into multiple claim numbers. 

Supporting Evidence FTC Identity Theft Report and Police Report ( previously submitted to Bank of America ) Bank of America approval letter for Claim # XXXX ( crediting {$1600.00} ) Bank of America denial letter for Claim # XXXX ( denying {$24000.00} ) This situation has caused substantial financial hardship and is directly the result of Bank of Americas disorganized handling of my fraud case. I am requesting that my claim be fully reopened and resolved so that I am reimbursed for the entire amount lost, not just a fraction. 

Thank you for your time and assistance. 

Sincerely, XXXX XXXX XXXX XXXX, CA

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