Consumer complaint received 2025-09-04 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
Case Number XXXX Formal Escalation Request I am formally requested that Case Number XXXX be escalated due to the persistent mishandling, negligence, and unprofessional conduct I have experienced throughout this process. This case is of critical importance, as it involves egregious acts of financial fraud and identity theft in which I have been the direct victim. The unauthorized use of my personal information has destabilized my financial security, caused substantial hardship, and continues to place me at ongoing risk without proper intervention. 

Whatunder proper diligenceshould have been a swift and straightforward investigation into unauthorized transactions has instead deteriorated into a series of delays, miscommunications, and mismanagement. During previous telephone discussions with Bank of America representatives, I was consistently provided with erroneous and contradictory information, which directly resulted in the misrouting of critical documentation and the undue prolongation of my claim. These failures have not only jeopardized my financial stability but have also inflicted substantial emotional distress. 

The fraudulent activity that occurred includes an unauthorized XXXX transaction in the amount of {$3200.00}, which I did not initiate nor authorize. This transaction represents a clear and documented case of financial fraud. 

To support my claim, I submitted a police report, as well as documentation from the Florida Department of Highway Safety and Motor Vehicles, the Federal Trade Commission ( FTC ), and the Identity Theft Resource Center. I also included communications that contained evidence of fraudulent activity, such as impersonation attempts and unauthorized account access. Despite the submission of these materials, my claim has yet to receive a proper and competent review. 

As of Thursday, XX/XX/2025, I was advised by XXXX ( Employee ID # XXXX ), a Customer Service Supervisor in the Fraud Department, that the investigation into my case was conducted on XX/XX/2025, and subsequently closed without properly reviewing the supporting documentation I submitted on XX/XX/2025. When I inquired why these important documentsclearly relevant to the investigationwere not uploaded or reviewed, I was told that she did not know why. This lack of explanation and accountability is entirely unacceptable and indicative of a systemic failure in internal processes. 

Equally troubling is the lack of professionalism and accountability demonstrated by customer service staff throughout this ordeal. Their conduct falls egregiously short of the standards expected of a financial institution of Bank of Americas stature. Consumers are entitled to diligent safeguards and competent recourse when fraud occurs. In this case, the mishandling of my claim constitutes a serious breach of consumer protection obligations, including the Electronic Fund Transfer Act ( Regulation E ) and applicable state consumer protection statutes, which impose a legal duty upon financial institutions to investigate fraud claims promptly, thoroughly, and without negligence.

It is of paramount importance to emphasize that my initial claim, which was opened on XX/XX/2025, was never subjected to a proper or comprehensive review. The failure to conduct a thorough investigation at that time represents a fundamental lapse in compliance and has materially compounded the harm I continue to suffer. I now insist upon a full, impartial, and exhaustive investigationwithout any further delay. 
Additionally, I submitted a series of emails on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/2025, each detailing the incidents of fraud and identity theft in depth. When I subsequently contacted Bank of America to confirm receipt of these submissions, I was informed that the documents had been losta revelation that underscores a serious lapse in internal controls and further illustrates the negligence with which my claim has been managed. 

I respectfully urge Bank of America to treat this case with the seriousness and urgency it demands, and to immediately reopen and escalate the investigation, ensuring that all previously submitted documentation is thoroughly reviewed and that I am kept informed throughout the process. 
In light of Bank of Americas failure to meet its legal and ethical obligations in handling this matter, I am submitting this formal complaint to the Consumer Financial Protection Bureau ( CFPB ).

I am requesting that the CFPB initiate an independent investigation into Bank of Americas mishandling of my fraud claim, including their lack of due diligence, mismanagement of critical documentation, and apparent non-compliance with federal consumer protection laws. I trust the CFPB will review this case thoroughly to determine whether regulatory action is warranted.

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