Consumer complaint received 2026-05-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
On XX/XX/year>, at approximately XXXX XXXX, I discovered unauthorized transactions on my Bank of America debit card ending in XXXX and associated account ending in XXXX. The disputed transaction that Bank of America later determined to be authorized was : XXXX XXXX XXXX # XXXX XXXXXXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX Transaction amount : {$860.00} Additional unauthorized transactions also occurred at XXXX XXXX XXXX located at XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX. Bank of America immediately reversed those charges as fraudulent, but later determined that the XXXX XXXX transaction was authorized and reversed the provisional credit associated with that charge. I dispute this determination. I did not authorize the XXXX XXXX transaction, did not provide permission for any person to use my card or account, and did not benefit from the purchase. I have never allowed anyone other than myself to use my debit card. The last authorized transaction I personally made before discovering the fraud was at : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX Authorized purchase amount : {$56.00} I was filling my vehicle with gas prior to leaving on a road trip to XXXX XXXX, XXXX. I believe my debit card accidentally fell from my pocket at the gas station and was subsequently retrieved and used by an unknown and unauthorized individual. After receiving a Bank of America notification that my account balance had dropped below {$100.00}, I immediately logged into my Bank of America mobile application and discovered the unauthorized charges. I checked my wallet immediately and realized my debit card ending in XXXX was no longer in my possession. I immediately froze the card through the mobile app and contacted Bank of America to report the card stolen and dispute the transactions. Bank of America claim number : XXXX. Bank of America stated that its investigation relied on my account history, prior merchant usage, account statements, and merchant information if available. However, prior legitimate use of XXXX XXXX does not establish that a later disputed transaction was authorized. Consumers commonly experience unauthorized transactions at merchants they have previously used legitimately. The banks determination appears inconsistent given that other transactions reported during the same incident were recognized as fraudulent immediately after my report, while the XXXX XXXX transaction was treated differently despite being part of the same unauthorized activity. I am requesting a full reinvestigation under Regulation E and the Electronic Fund Transfer Act, along with copies of all documentation and evidence relied upon in determining that this transaction was authorized. The police report number associated with this incident : XXXX

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