Consumer complaint received 2026-06-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY

Complaint narrative:
Bank of America denied XXXX separate fraud claims that were opened on XX/XX/XXXX : Claim ID XXXX {$4700.00} Claim ID XXXX {$2200.00} Although these claims involved different transactions and different circumstances, it appears that information from one claim was used to influence the outcome of the other. I am concerned that the ATM cash withdrawal claim was not independently investigated on its own merits. During my conversation with Bank of America, I was informed that the ATM claim was denied based on account history, prior merchant relationships, mobile banking activity, and other transactions. However, I was also informed that Bank of America did not review ATM surveillance footage because the withdrawals occurred at a non -Bank of America ATM. As a result, Bank of America denied approximately {$4700.00} in disputed ATM cash withdrawals without reviewing evidence that could identify the individual who physically conducted the withdrawals. The existence of separate disputed transactions involving merchants, financing companies, or online activity does not establish that I personally conducted the ATM cash withdrawals. Each claim should have been investigated independently and based upon the evidence specific to that claim. I respectfully request that Bank of America explain what evidence specifically supports the conclusion that I personally conducted the ATM withdrawals and provide the basis for denying the ATM fraud claim without obtaining or reviewing available ATM surveillance evidence. I also wish to formally complain about statements made during my XX/XX/XXXX telephone conversation with Bank of America representative XXXX ( Agent ID : XXXX ). During that call, I was told that Bank of America believed I had been engaging in scams since XXXX. The representative effectively called me a scammer and used alleged historical activity as justification for denying my claims. I find this statement offensive, defamatory, humiliating, and completely unsupported. I have never been convicted of fraud, never been charged with fraud, and I strongly deny any allegation that I am a scammer. Rather than focusing on the facts of my caseincluding the theft of my phone, wallet, identification, debit cards, and cashthe representative repeatedly referenced alleged past activity and used it to justify denying my claims. I was left with the impression that Bank of America had already decided that I was dishonest before fully investigating the actual theft and unauthorized withdrawals that I reported. If Bank of America is claiming that I have engaged in scams since XXXX, I demand that the bank identify exactly what records, reports, evidence, or findings support such a serious accusation. If no such evidence exists, then I request that this allegation be immediately withdrawn and removed from any internal records used to evaluate my claims. I am extremely concerned that my claims were denied because of assumptions, stereotypes, prior disputes, or internal risk classifications rather than an objective review of the evidence. The fact that I have previously disputed transactions or reported fraud does not make me a scammer, nor does it justify denying legitimate claims without a complete investigation. I am requesting a review of both the denial decision and the conduct of the representative who made these statements. No customer reporting theft and fraud should be subjected to being labeled a scammer while seeking assistance with unauthorized transactions.

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