Consumer complaint received 2025-12-26 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:
Dear Bank of America XXXX Department, I am XXXX XXXX XXXX, and I submit this correspondence as a formal, urgent, and legally supported demand for the immediate reopening and reinvestigation of Claim # XXXX, which involves multiple unauthorized debit card and XXXX XXXX  transactions arising directly from a documented criminal theft. 

This letter provides new material evidence and critical facts that mandate reconsideration of the prior determination. Any continued closure of this claim without full review would be inconsistent with the documented circumstances of theft, fraud, and unauthorized access, as well as applicable consumer-protection standards. 



FACTUAL BACKGROUND AND CRIMINAL NATURE OF THE INCIDENT I was the victim of a serious criminal theft in which my wallet and mobile phone were stolen simultaneously. This incident occurred during a legitimate transaction conducted through the XXXX application, which I regularly use to sell household items, primarily appliances. During this transaction, the perpetrator unlawfully took possession of my personal property, including : My Bank of America debit card My mobile phone, which contained Apple Pay and banking credentials Immediately following the theft, multiple fraudulent transactions were executed without my knowledge, consent, or authorization. At the time these transactions occurred, I had no possession, custody, or control over either the physical debit card or the mobile device. 



LAW ENFORCEMENT REPORTING AND MITIGATION ACTIONS This matter has been thoroughly documented and escalated through the proper legal channels : XXXX. I filed XXXX separate police reports detailing the theft, the unauthorized financial activity, and the circumstances under which my personal and financial information was compromised. Copies of both reports are attached for your review and verification. 
XXXX. There is an active FBI investigation concerning the theft, misuse of my personal information, and related fraudulent activity. 
XXXX. I have appeared in court and cooperated fully with law enforcement authorities in connection with this case. 
XXXX. As an immediate security measure, I reported and permanently blacklisted the stolen mobile phone, rendering it unusable and confirming that any transactions occurring prior to that action were performed by an unauthorized third party. 

These actions demonstrate clear diligence on my part and further confirm that I am a verified victim of theft and fraud, not a participant in or beneficiary of the disputed transactions. 



BASIS FOR REOPENING AND ADJUSTMENT Given the existence of : Documented theft of both the payment instrument and access device XXXX official police reports An ongoing federal investigation Court involvement Immediate mitigation actions, including phone blacklisting There is no factual or legal basis to attribute the disputed transactions to me. This claim clearly qualifies as unauthorized electronic fund transfers resulting from theft, and it must be reviewed accordingly. 

I hereby formally demand that Bank of America take the following actions without delay : XXXX. Reopen Claim # XXXX immediately XXXX. Conduct a full reinvestigation incorporating all newly submitted evidence XXXX. Reverse all unauthorized transactions conducted after the theft XXXX. Refund any related fees, overdrafts, penalties, or financial harm XXXX. Correct any negative account records associated with this incident URGENCY AND EXPECTATION OF RESPONSE This matter is urgent, time-sensitive, and of significant financial and legal importance. Failure to properly address documented fraud of this nature may result in continued financial harm and unnecessary escalation.

Please provide written confirmation of receipt of this correspondence and attachments, and advise of the status of the reopened investigation. Should additional affidavits, documentation, or sworn statements be required, I am prepared to provide them immediately. 

Thank you for your prompt attention and for applying Bank of Americas fraud-resolution and consumer-protection obligations in accordance with the documented facts of this case. 

Sincerely, XXXX XXXX XXXX Account Number : XXXX Claim Number : XXXX Phone Number : XXXX Address : XXXX XXXX XXXX XXXX, XXXX, FL 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