Consumer complaint received 2026-04-22 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: WA

Complaint narrative:
XXXX XXXX : Bank of America has repeatedly denied my claim under the assertion that I either authorized the transactions or provided access to my account. This conclusion was reached without conducting a meaningful investigation and without ever contacting me, despite multiple documented requests. Critical Facts : At the time of the transactions ( XX/XX/XXXX XX/XX/year> ), I was under significant medical care and incapacitated, as supported by documentation from my healthcare provider. Caretakers had physical access to my phone during this time. My phone passcode was not secure ( based on personal information ), and I can not confirm who accessed it. I do not recall clearing any fraud alerts that Bank of America claims were acknowledged. I did not authorize any transactions totaling {$22000.00} to cryptocurrency-related entities or any other party. Bank of Americas Failures : Failure to Conduct a Reasonable Investigation My initial claim was closed within approximately 10 business days without any contact, questions, or request for documentation. No effort was made to verify my condition, access to devices, or dispute my claim of unauthorized activity. Failure to Communicate I submitted at least three faxes requesting contact, including : A call log A written request for contact Medical documentation Bank of America never initiated contact with me at any point during either investigation. Misinformation and Contradictory Statements I was told I would receive a provisional credit, which was later reversed. I was told reconsideration claims do not qualify for provisional credit, despite the initial investigation being incomplete. Representatives repeatedly mischaracterized the situation as an investment loss, which is incorrect. Improper Claim Classification This is not an investment dispute. This is a claim of unauthorized electronic fund transfers Failure to Escalate Multiple requests for escalation to executive review were ignored. A transfer to senior leadership resulted in a system message stating the call could not be completed. Procedural Irregularities I was told Bank of America was awaiting a 60-day response from a third party. Within hours of that statement, my claim was denied again without explanation or further inquiry. Impact : This loss represents my retirement funds. I am a Veteran with significant health limitations that impact my ability to work. The financial and emotional impact of this situation is severe. Requested Resolution : I am requesting the following : Immediate reopening of my claim under proper classification as unauthorized transactions. Immediate issuance of provisional credit pending investigation Written explanation of all findings and evidence relied upon in prior denials Review by Bank of Americas Executive Resolution Team

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