Consumer complaint received 2025-03-25 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MO

Complaint narrative:
Bank of America Account XXXX I am writing to lodge a formal complaint against Bank of America regarding improper handling of transactions in my checking account. The banks actions ( or inactions ) have resulted in missing funds and inaccurate balance records in XXXX - XX/XX/XXXX, XXXX and XX/XX/XXXX. Despite my attempts to resolve these issues directly with Bank of America, the problems remain unaddressed. Below, I detail the issues encountered, the banks response, and the resolution I am seeking through a Consumer Financial Protection Bureau ( CFPB ) investigation. 

Summary of Issues Pending Transactions Removed Without Credit : In XX/XX/XXXX, multiple pending debit card transactions on my Bank of America account were removed or disappeared without ever posting to my ledger. For example, a pending charge from XXXX XXXX on XX/XX/XXXX vanished from the transaction history. When these pending charges fell off, the funds that had been placed on hold were not returned to my available balance. Essentially, money was debited from my account for pending transactions, but when those transactions didnt finalize, the held funds were never credited back. This has left my balance short by the amounts of those transactions, even though they ultimately did not post. 
{$750.00} XXXX Card Transaction Discrepancy : Prior to the XXXX incidents, I experienced a similar discrepancy with a {$750.00} transaction related to my Apple Card. This transaction was processed through my Bank of America account ( as a payment or transfer to my XXXX XXXX ) in late XXXX. However, my account balance was never properly adjusted to reflect this {$750.00}. It appears the funds were removed ( or the transaction processed ) without the ledger showing a corresponding debit or credit, resulting in a {$750.00} imbalance. In other words, the account history does not show a clear record of this {$750.00} transaction even though the money left my account, causing confusion and a significant error in the balance. 

These issues have caused me financial concern, as the account balance shown online does not match the actual funds available once these missing amounts are considered. The disappearance of pending transactions without credit, and the unadjusted {$750.00} transaction, both point to serious errors in how Bank of America is handling my money. 

Banks XXXX and XXXX of XXXX I promptly contacted Bank XXXX XXXX customer service XXXX XXXX ( by phone and in-branch ) to report these discrepancies. Unfortunately, the responses I received were inadequate and troubling : Denial of Transaction Records : Bank representatives claimed they could find no record of the pending transactions that disappeared ( such as the XXXX rental charge ) or the {$750.00} XXXX XXXX transaction in their system. Essentially, they suggested that these transactions never existed on my account history, despite the fact that I personally witnessed them pending and have records of the amounts being reflected in my balance at the time. This denial is unacceptable, as it implies a gap in the banks record-keeping for my account. 
No Explanation or Solution Provided : The representatives offered no clear explanation for why these funds were not returned to my balance. They did not acknowledge any error on the banks part, nor did they propose a solution to restore the missing funds. In each contact, I was left without answers only frustration. Bank of America essentially told me there was nothing they could do since, according to their records, the transactions in question never posted. This lack of accountability and assistance has been extremely frustrating and has eroded my trust in the bank. 

Despite providing details and dates of the incidents, I have received no resolution. My account balance remains wrong, and I have not been made whole for the funds that vanished. The banks failure to investigate internally or correct the error has forced me to seek help from regulators. 

Suspected Pattern of Improper Fund Handling Given the nature of these problems and the banks response, I am deeply concerned that this XXXX indicate a broader pattern of improper fund handling by Bank of America. It is highly suspicious that : Pending transaction holds are released without crediting the customers account, effectively withholding customer funds without explanation. 
The official account ledger and records omit transactions that did in fact impact the balance ( as seen with my {$750.00} payment ), suggesting potential manipulation or errors in record-keeping. 
Bank of America staff either can not or will not acknowledge these issues when confronted, which raises questions about transparency and internal oversight. 

I fear that these incidents are not isolated mistakes, but rather symptoms of a systemic issue in how the bank manages pending transactions and account balances. Withholding funds under the guise of pending or disappeared transactions is unethical and possibly in violation of banking regulations. I am bringing this to the CFPBs attention not only to resolve my individual case, but also to shine a light on practices that could be affecting other customers as well. I believe a thorough investigation is warranted to protect consumers. 

I have requested : A full ledger and transaction breakdown A review of all authorization holds A formal investigation into why the charges disappeared without a balance correction BOA has failed to deliver transparency, accurate balance updates, or access to my own funds. 

I need a full investigation into Bank of Americas transaction deletion practices and delayed fund availability tactics, correction of my account balance and immediate return of any missing fund, a written explanation from BOA regarding why my funds were withheld, why transactions were erased, and why my balance fluctuated without notice.

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