Consumer complaint received 2026-04-08 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: MI

Complaint narrative:
NOW OVER 60 DAYS, BOA STILL REFUSES TO PROVIDE PROVISIONAL CREDIT. Unauthorized Debit card transaction claim filed with BOA on XX/XX/year> BOA Denied the claim on XX/XX/year> BOA Reopened the claim on XX/XX/year> when i called to inquire about what research was done and what information they used to deny the claim. The representative agreed with me that minimal research was done and notated the additional items that should be researched including reaching out to the merchant, which they hadn't done before denying the claim. 1. BOA REFUSES TO PROVIDE PROVISIONAL CREDIT - REG E VIOLATIONS - 2 reasons that i have been given are because of the amount of time it took me to report it ( I was within the 60 day time frame per REG E ), and the large amount that the claim is for ( 6.204.64 ). Per REG E the financial institution is not able to withhold provisional credit because of these reasons and is in violation. - Another reason for not providing it within 10 business days was because the claim was initially denied and its now a " reconsideration '' and i would have to wait 45 calender days from the time of the " reassertion of Error '' which started on XX/XX/year> and the XXXX day was XX/XX/year> and they are still refusing to provide provisional credit. - Per my phone call to them on XX/XX/year>, I found out that they didnt send any requests for a refund or documents from the merchant until XX/XX/year> and they by XXXX have to give them 30 days to respond so the final resolution wont be done until XX/XX/year>. Yes, you read that correctly, BOA has XXXX regard for the regulations they are required to follow in regards to the customer but will follow them for the merchant so they can use it to justify their lack of diligence and doing anything in a timely manner. I am the one thats suffering by not having access to the funds, a direct reflection of their negligence and failure to comply with regulations. - The claim is for {$6200.00}. Not having access to it has caused a serios financial strain for me as well as health issues due to the stress and psychological strain of the bank knowing they aren't being compliant and telling me they cant do anything about it. Im about to be evicted, my power has been shut off twice, and my gas is currently disconnected so i don't have any heat. Its 50 in my house right now. 2. I HAVE REQUESTED DOCUMENTATION 5X AND HAVE NOT RECEIVED IT. SPECIFICALLY THE DOCUMENTS REFLECTING THE RESEARCH THAT WAS COMPLETED FOR INITIAL DENIAL. 3. ON XXXX I WAS TOLD BY A REPRESENTATIVE THAT THE PROVISIONAL CREDIT WAS APPROVED, WHEN I FOLLOWED UP ON XXXX I WAS INFORMED THAT SHE HAD LIED TO ME. ONLY ADDING TO MY FRUSTRATION AND COMPLETE HELPLESSNESS. Although many supervisors that i have spoke with agree that everything about this is wrong, nobody is able to do anything to correct it and authorize provisional credit to my account. PLEASE HELP ME obtain the provisional credit of {$6200.00} while the investigations team continues to take their time with the research.

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