Consumer complaint received 2025-06-13 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: NV

Complaint narrative:
I am writing to formally dispute the denial of my fraud claim and to express my serious concerns regarding the justification provided by Bank of America, specifically as communicated by XXXX XXXX in the claim resolution department. 
The following reasons were cited for the denial of my claim and the refusal to issue provisional credit within the 10-business-day time frame : There was no aggressive usage of the card There was no attempt to drain the account The activity was not outside of my typical spending pattern There was XXXX past, undisputed transaction with a merchant : XXXX XXXX {$29.00} on XX/XX/XXXX ) No prior activity indicating someone was checking the balance The transactions did not exceed my daily limit I would like to respond to these points in full : 1. Regarding the XXXX XXXX : The {$29.00} charge in question was an old subscription fee for a wellness app that I forgot about. Upon realizing it was a legitimate charge, I removed it from my fraud claim. Using a single, minor, and unrelated past transaction to justify the denial of an $ XXXX fraud claim is an extreme overreach and not reflective of the fraudulent activity I experienced.

2. Claiming No Aggressive Usage : Over {$18000.00} was fraudulently withdrawn from my account within XXXX days. I find it difficult to understand how this is not considered aggressive usage. The total volume and frequency of the unauthorized transactions are highly irregular and should have immediately triggered concern or intervention from the fraud detection systems in place.

3. No Fraud Alerts Were Issued : At no point during the time these unauthorized transactions occurred did I receive any alerts from Bank of America no text messages, no emails, and no in-app notifications. This is a significant failure in fraud detection and customer communication.

4. PIN, ID, and Signature Not Used : None of the transactions involved the use of my PIN number, which has never been shared with anyone. There were no signed receipts, no ID verification, and no in-person or remote approvals on my part. These are clear indicators that the charges were unauthorized. 

In light of the above, I strongly believe the denial of my claim is unjustified, and the reasoning provided is inconsistent with both Bank of Americas stated fraud protection policies and my rights under Regulation E of the Electronic Fund Transfer Act. I am requesting a formal re-investigation and immediate escalation of my case, including the issuance of provisional credit as required by law when a resolution can not be reached within XXXX business days. 

List of all unauthorized transactions XXXX. XXXX XXXX XXXX ( XX/XX/XXXX ) : {$7700.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  ) : {$2900.00} XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX  : {$1500.00} XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX ) : {$1700.00} XXXX XXXX XXXX XXXX  ) : {$29.00} XXXX XXXX XXXX XXXX XXXX XXXX  ( XX/XX/XXXX ) : {$300.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX : {$550.00} XXXX XXXX XXXX XXXX XXXX : {$460.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  : {$2800.00}

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