Consumer complaint received 2025-07-06 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: FL

Complaint narrative:
Summary of the Complaint : I am filing this complaint due to Bank of Americas repeated refusal to acknowledge and reimburse multiple fraudulent transactions related to a theft that occurred during my travel abroad in XXXX, XXXX on XXXX XXXX XXXX. Despite providing detailed explanations, supporting documentation, and a police report, the bank has continued to deny my fraud claims and incorrectly marked the transactions as legitimate. 


-- - Incident Details : While traveling internationally, my phone and wallet were stolen. The stolen items included : My Bank of America debit and credit cards A photo of my Social Security card My mobile phone, which had access to my password manager containing stored PINs and account credentials This combination of compromised physical and digital security enabled the perpetrator to : Access my bank accounts using chip and PIN Initiate unauthorized ATM withdrawals, XXXX transfers, and point-of-sale purchases Fraudulently access a federal tax refund deposited into my account These unauthorized transactions took place between XXXX XXXX XXXX XXXX XXXX XXXX and total more than {$8100.00}. 


-- - Bank of Americas Failure to Respond Appropriately : Bank of America has denied my claims, citing : Alleged lack of urgency on my part The fact that chip and PIN were used as evidence of legitimate transactions These conclusions are factually inaccurate and legally troubling for the following reasons : 1. Digital credentials were stolen along with my phone, making PIN-based authentication meaningless.

2. I froze all cards as soon as I became aware of the theft and later called Bank of America to report the fraud.

3. I filed a police report with the XXXX Police Department in Florida, which is currently being updated with additional information. 


4. I have now submitted this report multiple times to Bank of America, along with detailed statements.

5. I recently filed a new CFPB complaint, after being denied again despite the submission of new evidence and clarification.

6. The banks refusal to recognize these transactions as fraud shows a lack of understanding or willful dismissal of how modern digital theft operates. 



Furthermore, during my initial call, I mistakenly identified some charges as legitimate, but upon reviewing my records, I realized they were fraudulent and communicated this correction to the bank. They have refused to consider this updated statement. 


-- - Consumer Harm : These funds include : Federal student loan disbursements Family support payments Critical resources needed for rent, tuition, and basic living expenses as a graduate student The banks inaction has placed me under immense financial strain and emotional stress, and I feel I have exhausted all options with their internal fraud department.

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