Consumer complaint received 2025-11-06 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:
Formal Complaint Regarding Unauthorized ACH Withdrawals, Mishandling of Fraud Claim, and Unprofessional Conduct Internal Complaint Reference Number : XXXX Dear Bank of America XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX, XXXX of XXXX XXXX XXXX, am writing to formally file a complaint regarding unauthorized ACH transactions that were made from my companys business checking account held at Bank of America. 

After providing my companys account and routing numbers to a company identified as XXXX, I was informed that XXXX small test deposits would be made to verify the account. However, instead of the expected micro-deposits, XXXX unauthorized debits of {$1500.00} each ( totaling {$3000.00} ) were withdrawn from my business account. 
Upon discovering these unauthorized charges, I immediately contacted XXXX and received no response. I then contacted Bank of America to initiate a fraud claim related to these transactions. 

According to Bank of Americas official policy, as stated on your website : You should report ACH fraud to Bank of America immediately, as you generally have 60 days from the date your statement shows the unauthorized transaction to do so. The sooner you report it, the better, as waiting longer could mean you are held responsible for some of the transactions that occur after the XXXX period. 

I complied with this policy and filed my report promptly upon discovery. However, during the handling of my claim, I was informed by a Bank of America representative named XXXX that the case had been resolved and sent back to the XXXX Department because, according to her, I did not report it in time. This statement is inconsistent with your published policy and with the timeline of my actions. 

Furthermore, during our phone conversation, XXXX was dismissive and unprofessional, stating, Why dont you just look it up on XXXX XXXX in reference to finding and submitting the XXXX dispute form. Such conduct is inappropriate, discriminatory in tone, and inconsistent with the standards of professionalism and customer care expected from a financial institution of Bank of Americas stature.

Given the circumstances, I respectfully request the following : Immediate reopening and full investigation of my fraud claim concerning the unauthorized XXXX withdrawals totaling {$3000.00}. 

A written explanation of why my claim was allegedly closed or denied, despite compliance with the XXXX notification policy. 
A formal review of the conduct of representative XXXX and any other staff involved in the mishandling of this matter. 

Restitution of the unauthorized funds to my business account, in accordance with Regulation E ( Electronic Fund Transfer Act ) protections for unauthorized transactions.

If this issue is not resolved promptly and satisfactorily, I will be submitting this complaint to the Consumer Financial Protection Bureau ( CFPB ), the Office of the Comptroller of the Currency ( OCC ), and other appropriate regulatory bodies for further review. 
I trust that Bank of America will handle this complaint with the seriousness it deserves and take immediate corrective action.

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