Consumer complaint received 2026-01-13 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY

Complaint narrative:
Issue : Bank of America denied my Regulation E claim without conducting a reasonable and good-faith investigation. 

Description : I am filing this complaint regarding Bank of Americas handling of my fraud claim ( Claim Number : XXXX ) involving unauthorized debit card transactions totaling {$1700.00}. 

I reported these unauthorized transactions on XX/XX/year>, immediately upon discovery. Bank of America initially issued a provisional credit, but later denied my claim on XX/XX/year>, and again denied it after a reevaluation on XX/XX/year>. 

The bank asserted that the chip was read, the PIN was entered, and/or the card was signed, and on that basis concluded that I authorized or performed the transactions. However, Bank of America has failed to provide any documentation or evidence supporting this conclusion, despite multiple written requests. 

All disputed transactions meet the legal definition of unauthorized electronic fund transfers under Regulation E, as they were conducted without my knowledge or authorization, and no third party ever had access to my debit card or PIN. My card was never lost, never shared, and never provided to anyone else. 

Additional facts include : The transactions occurred in Delaware and Pennsylvania, approximately XXXX miles away from my residence in XXXX, NY. 

It was physically impossible for me to be present at those locations at the dates and times of the transactions. 

Bank of America failed to conduct a reasonable investigation as required by Regulation E.

The bank did not provide merchant receipts, terminal data, signature records, or any supporting documentation, despite repeated requests.

The denial appears to be based solely on internal assumptions rather than factual evidence.

In addition, I submitted formal written requests demanding disclosure of the evidence relied upon to deny my claim : On XX/XX/year>, I sent two written requests, each consisting of XXXX pages, via XXXX mail service. 

As of today, Bank of America has not responded to these requests. 

On XX/XX/year>, an identical set of 14 documents was hand-delivered to Bank of America branch employees , who accepted the documents and confirmed receipt by applying an electronic stamp. 

No response has been provided to any of these written requests. 

Copies of all written requests, UPS mailing receipts, delivery confirmations, and proof of in-person submission are attached to this complaint.

Bank of Americas actions violate Regulation E requirements related to : conducting a reasonable and good-faith investigation ; meeting the burden of proof ; disclosure and documentation obligations ; consumer protections against unauthorized electronic fund transfers.

I respectfully request that : Bank of America conduct a proper, good-faith reinvestigation of my claim. 

The bank provide all documentation relied upon in denying my claim, including merchant receipts, terminal logs, signature records, XXXX XXXX XXXX XXXX and merchant verification results. 

The disputed funds be restored pending the completion of a lawful and reasonable investigation. 

I am requesting the CFPBs assistance because Bank of America failed to comply with federal requirements under Regulation XXXX and refused to provide evidence supporting its decision.

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