Consumer complaint received 2026-04-15 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 Unauthorized Phone Number Added to Bank of America Account Approximate Date of Incident : XX/XX/year> Account Holders : XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XXXX : Bank of America XXXX XXXX XXXX XXXX Account ending in XXXX XXXX XXXX XXXX XXXX XXXX On the evening of XXXX XXXXXX/XX/year>, at approximately XXXXXXXX XXXX I logged into our Bank of America XXXX account. During the identity verification process, I was prompted to select a phone number to receive an authorization code. At that time, I observed an unfamiliar phone number ( XXXX / XXXX ) listed on our account, which was not authorized by us. Due to the urgency, we immediately contacted Bank of America Customer Service at ( XXXX ) XXXX, as our local branch was closed. Upon reporting the issue, the unauthorized phone number was removed that same evening at approximately XXXX PM. On Monday morning, XX/XX/year>, I visited our local Bank of America XXXX located at XXXX XXXX XXXX XXXX, XXXX XXXX, Texas, to address the matter in person. Despite explaining the urgency, I was informed that I needed to schedule an appointment. The earliest available appointment was the following day, XXXX XXXXXX/XX/year>XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/year>, I met with bank representative XXXX XXXX XXXX. I provided a detailed account of the incident and requested that a formal investigation be initiated. An initial case was opened under XXXX XXXX XXXX. XXXX. Due to a lack of updates, I followed up in subsequent months and requested escalation. XXXX additional case numbers were provided : XXXX and XXXX. However, during follow-up calls in XXXX and XXXX, I was informed that these case numbers were not valid. Additionally, I received XXXX separate letters from Bank of America indicating closure of the investigations ; however, each letter contained an incorrect account number, despite my repeated efforts to ensure accuracy. Throughout my interactions, I sought clarification on key concerns regarding the unauthorized phone number and account security. Unfortunately, I did not receive substantive answers, even after the representative consulted with a supervisor. This series of events reflects a concerning lack of consistency, accuracy, and responsiveness in addressing a potential security breach involving our account. My personal insight is complete incompetence within the institute. Outstanding Questions ( Unresolved ) : What date and time was the unauthorized phone number added to our account? From which branch or location was this change made? Who authorized the addition of this phone number? Which employee or representative processed this change? How long had this phone number been associated with our account? How many access attempts were made using this phone number? Was our account accessed or otherwise compromised by the individual associated with this number? Despite repeated inquiries to XXXX XXXX XXXX and the Bank of America XXXX Department, these critical questions remain unanswered. During my own independent review, I identified that the phone number ( XXXX ) XXXX XXXX be associated with an individual involved in criminal activity. I am providing this information solely for investigative purposes and request that the appropriate financial institutions verify and investigate this lead as part of their formal process. I respectfully request a comprehensive and documented review of this matter, including verification of any third-party association with our account and a clear accounting of all actions taken. Sincerely, XXXX XXXX XXXX XXXX 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 monetary relief