Consumer complaint received 2025-04-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
On XX/XX/year>, I reported fraud on my Bank of America checking account. Due to outdated phone information that I had updated multiple times, I couldnt report the fraud via the app, and I had to wait until Monday, XX/XX/XXXX, to speak to a representative. Unfortunately, the first representative I spoke with was dismissive, claiming the fraud was only partial and implying I spent the money myself. I believe this representative failed to issue a new debit card, which has caused an immense delay in resolving this issue. 

After escalating the situation, the fraud was confirmed by a supervisor. However, despite repeated calls to Bank of America ( over five calls ), I still have not received a new debit card. Ive been told to simply wait, and that Im not eligible for a virtual card due to the fraud, leaving me without any functional card.

While I technically have access to my funds through cash withdrawals, I am unable to legally drive anywhere to purchase necessary items because I can not pay for car insurance over the phone without a debit card. I had found an affordable insurance policy and was preparing to purchase it over the weekend, but my account was emptied due to fraud. My phone data also ran out, making it impossible to arrange an XXXX or communicate with anyone who could help. 

The impact of this situation has been devastating. Ive missed work, lost income, and had to cancel a {$3000.00} XXXX for my dog. I was also pulled over by police while trying to attend a job interview, but fortunately, I was let off with just a warning. I was unable to purchase food or other necessities due to the lack of access to my account. 

Now, I am facing a situation where I could lose everything Ive worked hard to rebuild. A year ago, I was homeless and barely surviving. Today, because of Bank of America 's negligent and delayed response to my fraud case, I am once again at risk of losing my car, my home, and my job. Someone who committed fraud against me is likely walking around freely, spending my hard-earned money with no consequences, while I risk getting my car impounded and fined for driving to XXXX to use their money services to pay my electric bill, which is due today, XX/XX/XXXX. 

I feel completely trapped in a bureaucratic nightmare. Bank of Americas failure to issue a new debit card has created an insurmountable barrier to my daily survival. Ive lost income, am unable to pay bills, and my ability to function as a responsible adult has been compromised. Meanwhile, the fraudster is likely continuing to misuse my funds freely without any accountability. This situation is unjust and cruel I should not be punished for a crime I didnt commit, and I should have timely access to my own money. 

The banks negligence is clear. They have failed to issue a new debit card and have placed me in a cycle of financial and emotional distress that is severely affecting my ability to function. The failure to resolve this issue quickly has already caused me significant harm. 

I am requesting : Immediate issuance of a physical or virtual debit card.

A full investigation into the first representatives mishandling of my case and the failure to issue a new card.

Compensation for the financial damages ( lost wages, canceled XXXX, missed opportunities ) and emotional distress I have experienced due to Bank of America 's negligence.

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