Consumer complaint received 2025-09-28 00:00:00
Product: Prepaid card — Government benefit card
Issue: Problem with a purchase or transfer — Card company isn't resolving a dispute about a purchase or transfer
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
To Whom It May Concern, Regarding complaint : XXXX I am writing to formally demand immediate correction of Bank of Americas mishandling of my Regulation E claim. My case has been improperly denied multiple times without a fair or thorough investigation, in direct violation of Regulation E egulation E Violations Failure to investigate reasonably ( 12 CFR 1005.11 ( c ) ( 1 ) ) : Claim was denied in under 10 hours, which is not a reasonable investigation.

Failure to provisionally credit ( 12 CFR 1005.11 ( c ) ( 2 ) ) : They closed the claim instead of providing provisional credit.

Failure to provide a factual basis ( 12 CFR 1005.11 ( d ) ) : Their letters only said the card was mailed and activated, without explaining why your XXXX evidence was invalid.

Shifting burden improperly : They told you to provide more proof after the fact instead of gathering it during their investigation.

Misrepresentation to CFPB : Claimed to still be investigating on XX/XX/XXXX when the case was already denied on XX/XX/XXXX and requesting documents to re evaluate on XXXX. No different from the past 8 appeals I sent They only sent a paper showing activation date/time and successful high-risk authentication.

That does not prove I personally authorized the transactions.

Under Reg E, use of a PIN, password, or fingerprint does not equal authorization if the person did not have your actual consent.

abuser had my phone and credentials, so these transactions meet the definition of unauthorized transfers under 12 CFR 1005.2 ( m ).

5. Supporting Documentation I State that I submitted : police report, shelter verification, and XXXX documentation proving you could not have received the replacement card or authorized transactions.

The bank ignored this documentation and never explained why it wasnt valid.

From the very beginning, I was never asked for documentation before my first denial. My appeals have been repeatedly closed within as little as 10 hours, and the longest any appeal has remained open was two days. This is not a reasonable investigation, nor does it comply with the required timelines under Regulation E.

For example : Denials were issued within hours of filing, showing no individualized review.

Bank of America reported to the CFPB on XX/XX/XXXX that my case was still under investigation, when in fact it had already been denied on XX/XX/XXXX with a resolved letter and then a letter on the XXXX they need more documents and dont explain which documents are needed and if in fact they require more ddocuments my case should have remained open. AFTER RECEIVING MY COMPLAINT ON THE XXXXXXXX XXXX XXXX. Regulatory claims department is impossible to get ahold of. For months I have left messages and not once did I ever get a call back. The extention given to me to contact always goes to voice mail.

If more documentation was needed, my case should have remained open while awaiting my response, but instead it was deliberately closed, keeping me from provisional credit.

Despite sending certificates of completion from my XXXX XXXX XXXX and XXXX, Bank of America failed to address my situation or factor it into the investigation. I have sent over 10 appeals and never once did the reasons to my denials change nor did my situation being a XXXX XXXX XXXX XXXX were reviewed or investigated. I was told that the areas of card usage remained near my home which is completely untrue.

TO BE CLEAR, THE UNAUTHORIZED TRANSACTION REPORTED BY ME AROUND THE TIME I REPORTING MY CLAIM STARTED WHICH WAS APPROX XX/XX/XXXX, RIGHT WHEN I BEGAN MY XXXX  PROGRAM. WAS DENIED AT THAT TIME AS WELL, WHEN CLEARLY IT WAS NOT ME WHO DID THAT WITHDRAWL, WAS AKNOWLEDGED BY BANK OF AMERICA IRP THAT MY DENIAL WAS DECIDED THROUGH AUTOMATED SYSTEM AND REFUNDED TO MY ACCOUNT FOR THAT {$400.00} DISPUTE. ASSURING NO FURTHURE DISPUTES WOULD BE HANDLED IN THAT MANNER. CLEARLY THEY DID NOT KEEP THEY'RE WORD.

The amount of Evidence of disregard and lack of involvement to review and handle my case that is required by law is ridiculous. I have reached out in every possible way and yet no answer. THE INFORMATION
BANK OF AMERICA PROVIDED
THROUGH THE CFPB IS COMPLETLEY FALSE.

This pattern shows a clear intent to deny my rights under Regulation E rather than conduct a fair and thorough review. My complaint has gone through the CFPB twice, yet Bank of Americas responses never changed. AS A MATTER OF FACT I NEVER RECEIVED A RESPONSE THROUGH MAIL THIS LAST COMPLAINT.

I demand immediate correction of my case, not another reopening for delay. The appropriate resolution is full reimbursement for the disputed transactions, without further provisional credit, as Bank of America has had more than enough time since XXXX to comply. 
I am FULLY AWARE of my rights and they're inconsistencies and deliberate use of incomplete investigations and false statements to outside regulators. If this is not resolved immediately, I will escalate to arbitration through the XXXX and seek further remedies. 
I HOPE CFPB TAKES THIS SERIOUSLY CONSIDERING THEY HAVE ALEADY BEEN SUED FOR THIS EXACT SAME THING AND YET THEY STILL CONTINUE TO MOCK THE LAW DATE : XX/XX/XXXX, Sincerely, XXXX 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 explanation