Consumer complaint received 2025-09-23 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: PA

Complaint narrative:
Subject : New evidence & rebuttal Bank of America misrepresentation ; missing funds {$100.00}. Previous CFPB Case : XXXX Consumer : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, PA XXXX Phone : XXXX Email : XXXX Companies : Bank of America , N.A . 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Summary On XX/XX/XXXX, I withdrew {$100.00} from XXXX XXXX to my linked Bank of America digital debit card. XXXX XXXX charged a fee and shows {$100.00} was sent. XXXX XXXX provided retrieval reference / trace ID XXXX. The funds never appeared in my Bank of America account ending XXXX. 

I previously filed CFPB complaint XXXX. That case is now closed, but I am submitting this new complaint with new and conclusive evidence that XXXX XXXX XXXXXXXX prior response was false and misleading. 


XXXX XXXX Facts & Evidence XXXX. My current account : XXXX XXXX XXXXXXXX XXXX  account ending XXXX, opened in XXXX, solely in my name. All my official statements from XXXX prove that no debit card ending in XXXX has ever been associated with this account. 


2. BofAs CFPB response ( XX/XX/XXXX ) falsely stated the XXXX XXXX transfer went to debit card ending XXXX, which was closed the same day. This is impossible, because : My XXXX account was opened in XXXX. 

A BofA representative XXXX XXXX XXXX confirmed in chat that card XXXX was last reissued on XX/XX/XXXX. That predates the existence of my XXXX account. 

Therefore, XXXX can not belong to my current account. 



XXXX. Contradictory verbal answers : First BofA dispute agent told me funds were posted. 

Then, after escalation, I was told money was stuck due to a coding error. 

Later, another department told me the debit card was declined and no funds were received. 

Case was opened and then closed without resolution. 



XXXX. Digital card use : I created and used a Bank of America digital debit card from inside my XXXX account specifically for XXXX XXXX. I had used digital cards with XXXX XXXX before without any problem. This time, BofA misrouted or mismapped the transaction to a card that was never mine, without my knowledge or authorization. 


XXXX. Statements ( attached ) : All my XXXX statements from XXXX show XXXX XXXX transactions, XXXX transfers, etc., but never any reference to card XXXX. 


XXXX. XXXX XXXX ( attached emails ) : XXXX XXXX confirms the withdrawal was sent, trace ID XXXX, but keeps deflecting me to the bank instead of completing the trace with their XXXX 




XXXX XXXX XXXX XXXX response is false They referenced card XXXX ( linked to an old, closed joint account with XXXX XXXX XXXX, closed years ago ). 

They ignored the fact my current XXXX account never had that card. 

They gave multiple, inconsistent explanations ( funds posted, coding error, declined ). 

Their written CFPB response is misleading and shifts responsibility away from their own system error. 



XXXX XXXX Relief requested I request that CFPB require : XXXX. Bank of America to perform a proper payment trace and provide in writing : ACH trace number & effective entry date, Return reason code ( if any ), Internal log showing which PAN ( last XXXX ) or account the item hit, Written statement whether the deposit was credited, rejected, returned, or pending. 



XXXX. XXXX XXXX XXXX XXXX XXXX XXXX to initiate a formal ACH trace with their banking partner ( ODFI ) using trace ID XXXX, and provide me XXXX CFPB with the trace result, XXXX  name, and any return code. If funds were returned, XXXX XXXX must refund me immediately. 


XXXX. Correction of false statements : Require BofA to retract or correct their prior CFPB response, which falsely tied the transaction to card XXXX. 


XXXX. Immediate resolution : Refund me {$100.00} or provide verifiable trace proof of where the funds are. 




XXXX XXXX Attachments Bank of America statements ( XXXX, account ending XXXX ). 

Screenshot of BofA live chat ( rep XXXX confirming card XXXX was reissued in XXXX ). 

Bank of America final response letter ( XX/XX/XXXX ). 

XXXX XXXX emails & support messages ( XXXX, XXXX, XXXX XXXX. 

XXXX XXXX trace ID confirmation ( XXXX ). 



XXXX XXXX  Conclusion My funds have been missing since XX/XX/XXXX. Both XXXX XXXX and Bank of America are blaming each other, while Bank of America has given false information to CFPB. The evidence proves my XXXX account never had a card ending in XXXX, and that BofA is misrepresenting the facts. I request CFPB to take immediate action, compel both companies to produce the trace/return data, and ensure my funds are refunded. 

Sincerely, 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 explanation