Consumer complaint received 2025-10-12 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: CA

Complaint narrative:
Dear CFPB Representative, I am submitting this formal complaint concerning the mishandling of multiple transaction disputes by Bank of America , N.A . Despite my repeated attempts to cooperate and provide documentation, the bank has failed to properly investigate or follow Regulation E standards for good-faith review. 


Summary of Disputed Transactions XXXX. XX/XX/year> XXXX XXXX  XXXX, CA {$300.00} XXXX. XX/XX/scrub>XXXX XXXX XXXX XXXX XXXX  CA {$400.00} XXXX. XX/XX/year> XXXX XXXX XXXX XXXX, XXXX, CA {$350.00} Total Disputed Amount : {$1000.00} Evidence of Mishandled Claims XXXX XXXX XXXX  I submitted XXXX XXXX phone records showing I was on a live call with a Bank of America representative during one of the ATM transactions, confirming that my card had been temporarily blocked. No cash was dispensed, yet the bank closed the claim stating it could not determine that an error occurred. 

XXXX XXXX ( {$350.00} ) : On XX/XX/year>, Bank of America sent a letter granting a temporary credit for {$350.00} pending merchant review, stating that the merchant could respond within 45 days. Only two days later, on XX/XX/XXXX, the bank closed the claim and reversed the credit far short of the 45-day review period. 
This premature reversal clearly violates Regulation E ( 12 CFR 1005.11 ), which requires a reasonable, good-faith investigation before removing provisional credit. 

The bank never confirmed whether it contacted the merchant or reviewed the refund record. I provided a valid merchant receipt proving the payment was made in cash and that a refund was due to my account. 

Financial and Emotional Impact Due to these errors and delays, I was forced to borrow money from XXXX XXXX  between XXXX and XX/XX/year>, totaling approximately {$1800.00} principal and {$2500.00} with interest. 
This created extreme financial hardship I fell behind on essential bills, experienced stress, XXXX, and XXXX, and in some instances went without XXXX XXXX XXXX XXXX 

Requested Action by CFPB I respectfully request that the CFPB : 1. Conduct a full investigation into Bank of Americas handling of my claims. 
2. Obtain internal records, ATM logs, and correspondence related to these disputes.

3. Ensure the bank complies with Regulation E and provides : Reimbursement for the full disputed amount ( {$1000.00} ). 
Compensation for XXXX XXXX loan damages ( {$2500.00} ). 
Restitution for consequential and emotional damages resulting from mishandling. 
4. Require the bank to produce all documentation used in its decisions.

Conclusion Bank of Americas repeated denials, early closure of investigations, and failure to contact merchants or provide documentation demonstrate a pattern of negligence. I am requesting the CFPBs direct oversight and enforcement to secure a fair outcome. 

Thank you for your attention and assistance. 

Sincerely,

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 explanation