Consumer complaint received 2026-04-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXXXXXX from BOA 's regulatory complaints department at XXXX XXXX will not return my call * * * * * * * * * * She refuses to address this issue in which I'm the victim of a crime. Bank of America Customer Advocacy / Executive Resolution RE : Final Demand Fraudulent Charges and Improper Account Handling To Whom It May Concern, I am issuing a final demand regarding fraudulent charges on my account that remain unresolved, despite multiple complaints filed with the Consumer Financial Protection bureau. These transactions were not authorized by me, and your prior response failed to demonstrate that a reasonable investigation was conducted or provide evidence of authorization. Additionally, on XX/XX/XXXX, Bank of America confirmed to me in writing that my accounts were closed. Despite this, you have continued to assess fees and even issued a new debit card. This is contradictory, unacceptable, and further evidence of improper handling of my account. Under applicable federal law, you are required to properly investigate unauthorized transactions and maintain accurate account status. Based on your actions, you have failed to meet these obligations. I am demanding the following within 10 business days : Immediate reversal of all fraudulent charges Refund of any fees assessed after the account closure notice Written confirmation that the account is properly closed and no further activity will occur If this issue is not corrected within this timeframe, I will proceed with additional regulatory complaints and legal action, including small claims court. This is my final attempt to resolve this matter directly. See previous complaints and attempts to resolve this matter. BOA has not produced anything to prove that committed this crime. BOA has not properly considered the evidence in my favor. BOA has not cooperated in returning my calls and emails to inquire about their findings. I will continue to file complaints and take this to small claims court. On or about XX/XX/XXXX I noticed an unauthorized XXXX charge of {$720.00} on my Bank of America debit card. I DID NOT purchase this item, and I have never authorized anyone to use any of my cards. I immediately contacted the fraud department at Bank of America, and they cancelled this transaction debit card and issued the {$720.00} credit. I also, went to the police station and filed a report. Within a few days Bank of America withdrew the {$720.00} credit without considering the police report or any of the evidence I collected to prove the fraud. Then they reinstated the credit and on Friday XXXX I received a letter from Bank of America that their fraud department reached the conclusion that I make this purchase and will soon take {$720.00} out of my account. I did not authorize this transaction, I did not benefit from it, and I did not give permission to anyone to use my card or account. I reported the charge promptly and have cooperated fully with every request. Bank of America has not provided any of the following : A signed receipt A contract Authorization logs An IP address or device-ID Merchant confirmation Delivery confirmation Any proof that I personally approved the charge Under the Fair Credit Billing Act ( FCBA ) and Regulation Z, the burden of proof is on the bank to show authorization. They have not done so. Despite multiple disputes and requests for escalation, Bank of America continues to deny my claim while failing to provide the evidence they claim to have relied upon. Each time I ask for documentation used in the decision, I am told either that it is not available or that the merchant provided something but nothing has been provided to me. I am requesting that the CFPB requires Bank of America to : 1. Reopen and reinvestigate my claim 2. Provide all documents used in their denial decision 3. Correctly classify the charge as unauthorized 4. Restore the credit of {$720.00} and remove any related fees 5. Ensure the account is secured with a new card number Bank of Americas handling of this matter violates the intent and requirements of federal consumer protection laws. I am asking the CFPB to intervene, so the matter receives a lawful and fair review.

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