Consumer complaint received 2026-03-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: OK

Complaint narrative:
I am filing this complaint to report extraordinary and systemic negligence in the handling of a fraud claim, including repeated material misrepresentations by multiple bank employees, failure to execute or document a promised hardship escalation, and prolonged procedural obstruction. The bank repeatedly represented that critical actions had been taken when no such actions existed in its systems, causing me to rely on false information while my account remained depleted. This conduct reflects a breakdown of fundamental compliance, recordkeeping, and consumer protection obligations, not a good-faith dispute resolution process. Unauthorized transactions occurred on Thursday, XX/XX/XXXX, totaling {$1200.00}. I immediately reported the fraud. XXXX duplicate transaction within this amount was improperly classified as authorized, despite never being approved by me. On Friday, XX/XX/XXXX, XXXX separate bank representatives independently confirmed that my case had been successfully escalated for hardship review due to urgent financial circumstances, including rent and essential bills due. I was advised that this escalation could result in provisional credit within XXXX business hours, meaning no later than Monday, XX/XX/XXXX. On Tuesday, XX/XX/XXXX, I spent over XXXX continuous hours on the phone attempting to confirm the status of this escalation. During that call, I was informed by a representative that no hardship escalation existed on my account, despite the confirmations provided on XX/XX/XXXX. That same representative then stated that the escalation had now been done correctly and advised that I would receive an email confirmation, which never occurred. I was then transferred to a supervisor, who confirmed that no hardship escalation, notes, comments, or internal documentation of any kind existed on my account, directly contradicting both the XX/XX/XXXX representations and the statements made earlier on XX/XX/XXXX. That supervisor stated I would be connected to another supervisor for further review. Instead, I was transferred to a representative who again confirmed that nothing had been documented or escalated. During this interaction, I was told that the matter had now been pushed for action and that provisional credit was guaranteed to be applied by Wednesday, XX/XX/XXXX. Notably, the prolonged call on XX/XX/XXXX was initiated by the banks own resolution department, which contacted me stating they were calling to fix the issue. I remained on the line at their request while being repeatedly transferred between departments. During this time, I was actively at work and was forced to repeatedly interrupt my job to listen to extended holds and transfers, based on the banks representations that resolution was in progress. The phone call was XXXX hours and I only spoke/was spoken to for a total of XXXX minutes. Despite initiating the call and representing that corrective action would be taken, the bank failed to resolve, document, or meaningfully advance the matter. Throughout these interactions, I was repeatedly told I was in the wrong department, transferred without explanation, placed on extended holds, transferred again without resolution, and required to restate the same facts numerous times. Despite repeated assurances that action had been taken, no documentation was ever present at any point when independently verified by supervisors. As of Wednesday morning, XX/XX/XXXX, no provisional credit in the amount of {$1200.00} has been applied and no written or email confirmation has been received, despite explicit guarantees that credit would be issued. At no point was accurate or corrective documentation added to my account, despite repeated representations that escalation and corrective action had occurred. This reflects not an investigative delay, but a fundamental failure of internal controls, escalation procedures, recordkeeping, and truthful communication. As a direct, foreseeable, and avoidable result of the banks repeated misrepresentations, failure to document or act, and refusal or inability to take corrective action, I missed my rent payment and am now facing late fees, financial penalties, and ongoing hardship. It has now been nearly a full week since the fraud occurred, despite multiple assurances that this matter would be resolved by Monday, XX/XX/XXXX, at the latest. Instead, no funds have been restored, and I am continuing to accrue significant fees and additional financial damage directly caused by the banks inaction. The banks conduct constitutes gross negligence and procedural misconduct, not a good-faith or compliant dispute resolution process.

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