Consumer complaint received 2026-05-09 00:00:00
Product: Prepaid card — Government benefit card
Issue: Problem with a purchase or transfer — Card company isn't resolving a dispute about a purchase or transfer
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
Date : XX/XX/XXXX Consumer : XXXX XXXX XXXX : Bank of America Product : XXXX Prepaid Debit Card Issue : Unauthorized transactions/ Regulation E violations -- - MAIN NARRATIVE I am filing this complaint because Bank of America has engaged in systemic misconduct in handling my XXXX fraud claims. Their actions include : Hiding an entire approved fraud claim, Manipulating dates and timelines, Closing my reopened claims in one day, Providing false statements to the CFPB, Withholding evidence, Misrepresenting Regulation E requirements, Approving the smallest claim while denying the larger related claims, Refusing to issue provisional credit, And sending their final response after telling the CFPB they already had. These actions violate 12 CFR 1005.11, constitute deceptive practices, and undermine the integrity of the CFPB complaint process. -- - BANK OF AMERICA HID AN APPROVED CLAIM Bank of America previously approved Claim # XXXX for {$4300.00}, which proves : My XXXX card was compromised Unauthorized transactions occurred I did NOT activate the original card Fraud was confirmed Yet in their XX/XX/XXXX response to the CFPB, Bank of America : Did NOT mention the approved claim Did NOT include the approval letter Did NOT include the reimbursement card Did NOT include the investigation notes Did NOT include the fraud determination This omission is material and deceptive. Bank of America told the CFPB : All evidence available was used. This is false. They excluded the most important evidence : the approved claim that proves the card was compromised. -- - ONE COMPROMISED CARD = ONE FRAUD EVENT Bank of America improperly split one fraud event into three claims : # XXXX APPROVED ( {$4300.00} ) # XXXX DENIED ( {$38000.00} ) # XXXX DENIED ( {$760.00} ) All three claims involve : The same stolen card The same compromised account The same fraudster The same pattern of unauthorized ATM withdrawals The same time period Under Regulation E, related unauthorized transactions must be treated consistently. If one claim is approved, all related claims must be approved unless the bank can prove authorization which they can not. Bank of America has provided zero proof that I authorized any transaction. -- - TIMELINE OF EVENTS + REGULATION E VIOLATIONS 1. XX/XX/XXXX XX/XX/XXXX : Fraud Occurs Unauthorized ATM withdrawals, highvelocity transactions, and outofarea spending occurred. Reg E Violations : Failure to detect fraud patterns Failure to monitor highvelocity ATM withdrawals Failure to identify outofarea activity -- - 2. XX/XX/XXXX : I File ONE Fraud Claim Bank of America splits it into three claims. Reg E Violations : Failure to treat related unauthorized transactions consistently Deceptive claimsplitting -- - 3. XX/XX/XXXX : Denial of Larger Claims Denial letters contain provable false statements : Card was activated with your credentials. No aggressive spending or highvelocity transactions. Transactions were within your geographical location. Reg E Violations : Failure to provide evidence relied upon Failure to conduct a reasonable investigation -- - 4. XX/XX/XXXX : I Submit Written Request to Reopen Documented in the CFPB portal. -- - 5. XX/XX/XXXX : Bank of America Reopens the Claims -- - 6. XX/XX/XXXX : Bank of America Closes the Claims IN ONE DAY A oneday investigation is impossible under Regulation E. Reg E Violations : Failure to conduct a reasonable investigation Failure to issue provisional credit Failure to comply with the 10businessday rule -- - 7. XX/XX/XXXX : Bank of America Tells CFPB They Need More Time This was false. They had already closed the claims on XX/XX/XXXX. Reg E Violations : Misrepresentation to a federal agency Deceptive practices -- - 8. XX/XX/XXXX : Bank of America Tells CFPB They Responded to Me This was false. I did NOT receive any response at the time they claimed. I only received a response later, after they told the CFPB the case was closed. Reg E Violations : Failure to provide required documentation Concealment of evidence Misrepresentation of investigation timeline -- - 9. XX/XX/XXXX : Bank of America HIDES the Approved Claim They omitted : The approval letter The reimbursement card The investigation notes The fraud determination Reg E Violations : Failure to provide all evidence relied upon Deceptive omission of material facts -- - 10. XX/XX/XXXX : Enterprise Resolution Opens a New Case I received an email from XXXX XXXX acknowledging a new case. This proves : My complaint triggered a new investigation Their prior final response was not final -- - REGULATION E VIOLATIONS ( 12 CFR 1005.11 ) 1. Failure to Conduct a Reasonable Investigation 2. Failure to Issue Provisional Credit 3. Failure to Provide Evidence Relied Upon 4. Failure to Provide Written Findings 5. Failure to Treat Related Unauthorized Transactions Consistently 6. Misrepresentation of Federal Law 7. Misrepresentation to the CFPB -- - WHY ALL CLAIMS MUST BE APPROVED Bank of America already approved Claim # XXXX for {$4300.00}. This proves : The card was compromised Unauthorized transactions occurred I did not activate the card Fraud was confirmed Under Regulation E : If one transaction on a compromised card is unauthorized, ALL related transactions must be treated as unauthorized unless the bank can prove otherwise. Bank of America has provided zero proof that I authorized ANY transaction. Therefore : All remaining claims must be approved. Provisional credit must be issued immediately. -- - REQUESTED CFPB ACTION I request that the CFPB require Bank of America to : 1. Produce the complete investigation record, including the approved claim they hid. 2. Explain why one part of the fraud was approved but the rest denied. 3. Issue provisional credit immediately for the remaining claims. 4. Provide all evidence relied upon in their denials. 5. Conduct a lawful, goodfaith investigation of all unauthorized transactions. 6. Address their practice of automatically denying large claims. 7. Explain why they misrepresented facts to the CFPB. 8. Restore the full amount of my stolen unemployment benefits.

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