Consumer complaint received 2025-08-10 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: CA

Complaint narrative:
This case is about a check fraud that I have disputed with BofA since XX/XX/XXXX. I have open multiple claims, spent many hours on the phone and at a local branch manager and still no resolution. Below is the details of what happened : -I wrote a check for the amount of {$2500.00} for my mortgage payment on XX/XX/XXXX and dropped it in my mailbox on XX/XX/XXXX. 

-On XX/XX/XXXX I went to BofA online banking and noticed that the same check was processed for the amount of {$800.00}. It looked like my check was washed since there was an image posted on my account pay out to someone different, amount changed from the original {$2500.00} to {$800.00}. In addition, on the check where the field is marked " For '' it was printed as " Event cordinator '' which is mis-spelled and I did not write this. 

-I called BofA that night of XX/XX/XXXX to report the check fraud since it looks like it was cashed at the bank ( I have image of this ). The representative told me that this will do an investigation on this and said that since I reported this ahead of time, BofA will deposit back {$800.00} for the amount that was deducted as they will do the investigation. 

-I was advised to freeze the account once I transferred and process all my transactions on this account. Was not able to close this account since there was an open investigation on the check fraud. 

-The money from the old checking account was all transferred to my new checking account and I ordered new check book for that. I also put a freeze to all money coming in and out as suggested by the representative to avoid other possible fraud on this checking account ( while the investigation was ongoing ), and close out account once the investigation was done. 

-Statement from month of XXXX for fraud check associated to checking account and saving shows XXXX dollars ( off by a XXXX due to interest gained ). 

XXXX XX/XX/XXXX, I received a letter from BofA saying the {$800.00} " To Protect you, this item was not paid ... '' which contradicts with the fraud check image that was posted on my account. 

XXXX XXXX claim opened for " debit for unpaid '' as this was the transaction of the check fraud showed up on my account. 

-Got a letter from BofA dated on XX/XX/XXXX saying " We honored the enclosed check or copy of a check, but it was later returned unpaid. The reason for the return is noted on the check, we've debited the check amount from your deposit account ending in XXXX '' -On XX/XX/XXXX spent numerous hours with check fraud dept explaining the whole situation and another claim number was provided for my case and said it will take up to 90 days for BofA to look into this. 

-On XX/XX/XXXX, letter from BofA saying " {$790.00} from my checking account XXXX and applied it to the outstanding balance on your closed account '' -On XX/XX/XXXX on my saving account statement there is a XXXX charge with description " Recovery for forced closed account FDES NMO ''. Why is the money being deducted from my saving account for a check fraud that I have reported back in XXXX?! 

-On XX/XX/XXXX another letter from BofA saying " For your return items debited in error inquiry, we have completed our research and we have determined no adjustment is necessary ''. 

-I was busy moving and other personal issues and didn't get a chance to follow up on this until around XXXX or XXXX of XXXX and I went to my local BofA to talk to a branch manager about my whole situation and providing all printouts and documentation.

-XXXX told her that I have wasted so much time back and forth with BofA check fraud dept and keep having my claims denied without proper reasoning. I demanded her to get on the phone with the check fraud dept during their very limited business hours from M-F East Coast time . I told her that I didn't want to waste anymore of my time on the phone and explaining my case from the beginning and she helped open another claim saying that it will be resolve this time. 

-On XX/XX/XXXX, got letter from BofA after waiting over 30+ days to get a letter in the mail saying based on their research my claim can not be honored due to not reporting unauthorized transaction within 60 days! This is not true as I have reported the check fraud that night when I saw the image of my check being written out to a different amount and posted on my account. 

The branch manager is telling me to call back to their check fraud dept again to escalate this matter but at this point it seems pointless after having 3-4 claims denied for unreasonable reasons from BofA. Every time I filed a claim, BofA needs up to 90 days to get back to me. This case has been open for more than a year now and even the branch manager can not help me on this. 

What kind of banks have branches open but can not help people who drop in to discuss this matter- only to be turned away to go through the fail fraud check dept of BofA again and again. My time and frustration on this should should be compensated and a full investigation needs to be conducted on BofA on this matter. This is not how to treat a customer that has been banking with them since 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 monetary relief