Consumer complaint received 2026-04-21 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:
Back on XX/XX/XXXX I had a situation where I was robbed at gunpoint and XXXX whipped the perpetrator struck me in the face and that head several times with the XXXX and made me surrender my wallet and my cell phone. They also made me unlock my cell phone before they took off with it resulting in an exponent. resulting in a exponential financial loss on my part I proceeded to file the appropriate claims with the appropriate financial institutions, and Bank of America denied one of the claims stating that I was involved with or associated with the person, who did it. This is factually, not correct. I dont know who the person was nor did I give them permission to hit me in the face and head with a XXXX. I can tell by the way that this claim was handled and the way that it was adjudicated that they did not review the police report for this particular claim like they did the other two in their notes which they wont provide to me, but they read them to me over the phone. It states that it was done on a digital card and therefore it had to be me because I was the only one with access to the digital card. This is also actually not correct because the digital card was on my cell phone which was stolen at gunpoint and unlocked so of course its gon na look like I did it because it was my phone or it was my phone up until the time that he stole it. Also Bank of America is claiming that the digital card was created after the fact that these charges were made there were almost {$12000.00} worth of charges that were fraudulent and money that was stolen out of my account. These charges came in over the period of a week or so, because they kept trickling in, which is why I had to make three different claims or four different claims with Bank of America because they werent all showing up at the same time furthermore and most importantly, if you have replaced your debit card and their system thinks that an incoming charge is a reoccurring charge and it is on an old bank account or an old debit card. Their system will send the vendor the new debit card information and allow the charge to go through. I know this from experience and I know this because they specifically told me that thats how these charges were still sneaking in on the new debit cards that they were creating so I will repeat that one time if you lose if youre if you lose your card or your card is stolen and they dont replace it and give you a new card number and there are pending charges or theres charges that have not hit the system yet on the old card if their system thinks that it is a reoccurring charge it will send the merchant the new credit card information or new debit card information and allow the charge to go through now Bank of America has just officially assisted in the fraud but yet theyre gon na accuse me of it wrap your head around that they gave my credit card information out to a merchant that I did not authorize and theyre accusing me of being associated with it when theyre the ones that passed the information out thats kind of XXXX up isnt it?

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