Consumer complaint received 2026-02-17 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: NC

Complaint narrative:
Subject : Bank of America Regulation E Dispute and Claim Denials Claim Numbers : XXXX and XXXX Disputed Amounts : Claim XXXX {$57000.00} Claim XXXX {$36000.00} Complaint Narrative : I am submitting this complaint regarding Bank of Americas denial of my Regulation E claims involving unauthorized debit card electronic fund transfers from my checking account. 

I reported unauthorized transactions to Bank of America on XX/XX/year>. The disputed activity involved multiple third-party merchants and other transactions that were not authorized by me. 

Bank of America issued certain temporary credits on XX/XX/year> for non-third party merchant related claims. However, no provisional credit was issued for the third-party related debit card transactions associated with the denied claims listed above. 

Bank of America issued denial notices dated XX/XX/year> stating : The charge was authorized by you or made by someone who has permission to use the card or account. 

This conclusion conflicts with both the facts and the Regulation E definition of unauthorized electronic fund transfers ( 12 C.F.R. 1005.2 ( m ) ). 

I did not authorize these transactions. 
I did not grant permission to any individual or third party.

I did not share my debit card, PIN, credentials, XXXX ID, passcode, or device access. 
I did not benefit from the transactions. 

I had no prior relationship or transaction history with the third-party merchants involved in the disputed activity. 

Denied Claims : Claim Number XXXX {$57000.00} Claim Number XXXX {$36000.00} Both claims involve debit card electronic fund transfers that meet the Regulation E definition of unauthorized transactions.

Geographic / Technical Impossibility : The disputed transactions were processed through third-party merchant applications that require real-time geolocation verification. These services are not operable in North Carolina, where I reside and was physically located during the relevant timeframe. 

At all relevant times : My mailing address on file is active in North Carolina My normal transaction activity occurred in North Carolina My physical presence was North Carolina Evidence Submission Timeline : My supporting documentation and evidence packet were transmitted to Bank of America via fax on XX/XX/year>, within approximately 24 hours of the fraud claims being filed. 

Despite the evidence being provided promptly, Bank of America issued denial determinations shortly thereafter. The denial notices were dated XX/XX/XXXX/ XX/XX/year>. 

Because the documentation was provided prior to the claim determinations, it is unclear whether the submitted evidence was reviewed or considered as part of the Regulation XXXX investigation. 

This raises concerns regarding whether the investigation complied with Regulation Es error resolution requirements, including the obligation to conduct a reasonable investigation based on available information. 

Supporting documentation demonstrating my North Carolina presence and normal transaction behavior was transmitted to Bank of America as follows : Evidence packet faxed on XX/XX/year> Evidence resent on XX/XX/year> by a senior banker at a Bank of America branch in XXXX, North Carolina Despite submission of documentation prior to denial, Bank of America issued denials on XX/XX/year>. It is unclear whether the evidence was reviewed or considered. 

Branch Verification Evidence : I was physically present at a Bank of America XXXX in XXXX, North Carolina on XX/XX/XXXX and XX/XX/year> while actively working with bank personnel regarding my frozen accounts and fraud claims. Working with XXXX, XXXX XXXX & XXXX XXXX. 

This includes : In-branch meetings with Bank of America staff XXXX fax transmission of supporting documentation In-branch ATM usage on XX/XX/year> Regulation E Concerns : This complaint concerns Bank of Americas compliance with Regulation E error-resolution obligations, including : Failure to provide provisional credit for disputed debit card transactions Denial based on asserted authorization without explanation of factual basis Failure to address geographic and technical impossibility Apparent failure to acknowledge transmitted documentation Under Regulation XXXX, an electronic fund transfer is unauthorized unless the consumer actually furnished authority. Payment network approval or device tokenization does not establish consumer authorization. 

Requested Resolution : I respectfully request that Bank of America : Reopen the Regulation E investigations for both denied claims Identify the specific evidence relied upon to conclude authorization Confirm review of transmitted documentation Apply Regulation Es definition of unauthorized transfers Provide reimbursement for qualifying unauthorized transactions Attached Documents included : Branch ATM receipt XX/XX/year> Senior banker business card XXXX XXXX ( XXXX, North Carolina location ) North Carolina Department XXXX XXXX XXXX XXXX XXXX receipts Order history / transaction pattern documentation Any previously faxed evidence packet ( all of which has been sent to the Bank of America Fraud team by myself & XXXX XXXX on XXXX at an XXXX, North Carolina branch location ) * All documents excluding Branch ATM receipt, Senior banker business card, XXXX NC Branch XX/XX/XXXX were all sent in to Bank of America via fax, multiple times *

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