Consumer complaint received 2025-05-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
Im filing this follow-up complaint because the situation with my previous case has become much more serious, and I now believe the bank deliberately avoided its responsibilities. After the CFPB forwarded my original complaint to Bank of America, I was contacted by a representative named XXXX XXXX, who told me she had been assigned to my case as my point of contact. She gave me her direct number : XXXX. At first, she was polite and seemed helpful. I believed she had more access or authority to help resolve the issue, especially regarding my request for a provisional credit and a hardship review. 

However, nothing meaningful ever came from her involvement. When we attempted to file the hardship request, she told me over a week later that she still hadnt received any internal response. I had to suggest she escalate the matter to her supervisor. Eventually, she got back to me and said that based on the original investigation, the bank would not issue any credit. I asked her directly if there was anything else that could be done. She told me nothat I just had to wait. At the time, I was still trying to stay calm and understand the process. 

Then, on or around XX/XX/XXXX, I received a letter from the bank claiming that my dispute had been resolved and showing only a new claim for {$48.00}. The letter was misleading and inaccurate. It stated that some money had been returned from the merchants, but when I checked, the amount was inaccurate and most of the chargebacks were still missing. I recognized this as a major red flag. From that moment, I tried to contact XXXX multiple timescalling her direct number and leaving voicemails. As of today, XX/XX/XXXX, I have not received a single response. She has not called back once since I received that misleading letter. 

Because of this, I called the bank through the regular customer service number and explained the situation again. The representative confirmed that the letter was incorrect and that my original claims were still open. I asked if I could be transferred to XXXX. They told me that was not possible. So once again, I was left on my own, repeating my case from the beginning. I submitted another escalation request to have the bank send me a corrected letter showing which claims are still being investigated. I was told that since the request was submitted on a Friday, Id need to wait at least two business days, but that it could take up to a full week to receive the updated documentation. Meanwhile, I still have no accurate written update about the status of my claim. 

Since Ive had no way to get accurate answers from Bank of America, Ive taken it upon myself and Ive started researching and contacting some of the merchants listed in the disputed transactions. Ive spent time trying to figure out who these companies are, where they operate from, and whether theyre even legitimate. Some of the company names Ive looked into include : XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX, and XXXX XXXX. These are just a few examples. Ive attempted to reach out to the ones I was able to find online or through business directories. Many of them dont appear in any credible public listings, and several have no valid contact information at all. 

Each time Ive followed up with Bank of America to ask about the status of the investigation, the only answer I receive is that the case is still under review. But when I ask directly whether any of the merchants have submitted documentation, the answer is always no. Not a single company has provided any evidence, even though many days have passed since the dispute was opened. On top of that, Bank of America can clearly see that some of these merchants have already issued refunds directlydespite the fact that the original chargebacks were never even sent to them when the case was first closed. That alone shows that the investigation was closed too early, before all necessary steps were taken. The bank could have easily seen that this case involved multiple international merchants and required further review, but they chose not to pursue it at that time, claiming they were not required to. 

Now, with more time and perspective, I see this situation more clearly. At the time I filed the first complaint, I was overwhelmed and confused. I didnt fully understand what had happened or why. But now that Ive gone through all of this, the pattern is obvious. I believe Bank of America intentionally closed my case just before the XXXX deadline in order to avoid issuing the provisional credit I was entitled to under federal regulations. Once a case is marked closedeven if done in errorthey can claim theyre no longer obligated to provide that credit. This loophole leaves consumers completely vulnerable. In my case, it meant the bank could walk away from its responsibility without ever completing a full investigation or offering me any protection. Thats not just unfairits dangerous. 

What this shows is a system that allows a financial institution to prioritize its own liability over its duty to its customers. It allows them to manipulate deadlines and avoid compliance with federal rules by simply shutting the door before it ever fully opens. I trusted that there were consumer protections in place for situations exactly like this. But now I realize that if the bank decides not to follow through, and no one holds them accountable, those protections mean nothing. By failing to conduct a proper investigation, refusing to issue a provisional credit, and then going silent after issuing a misleading letter, Bank of America left me financially stranded. I had no way to stop the damage. I was forced out of my apartment, fell behind on child support, and lost my real estate licensemy only source of income. In my state, when you fall behind on child support, they begin suspending your licenses. Thats exactly what happened to me. First, they suspended my real estate license, and now Im at risk of losing my drivers license as well. These arent just inconveniencestheyre severe, compounding consequences caused directly by the banks failure to act.

At this point, its clear the system was never designed to protect me in a situation like this unless the bank chose to do the right thing. And they didnt. Thats why Im turning to the CFPBnot just for help in my individual case, but because this situation exposes a serious flaw in how consumer protections are enforced. If a bank can close a case right before the deadline and use that as a way to sidestep their obligation under Regulation E, then those regulations mean nothing. Im asking the CFPB to recognize this as more than a complaint. This is a call for accountability. I want my full case re-opened and reviewed properly, with transparency and oversight. I want to see action taken to correct the wrongs done herenot only for me but to ensure banks cant continue using these tactics to avoid their legal responsibilities and to prevent the breach of critical thinking that occurs when institutions prioritize procedures over people.

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