Consumer complaint received 2026-02-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY

Complaint narrative:
I flew abroad for my honeymoon on XX/XX/year> taking off from XXXX XXXX and landing in XXXX XXXX the following day approximately around XXXX local time on XX/XX/year>. After getting off the plane my wife and I purchased train tickets to go from the airport into central XXXX where we were staying for the majority of our honeymoon. I did attempt to use my debit card for the ticket however that transaction was declined and we were able to use a credit card to purchase the tickets and continue onto our destination. Either later on that evening or the following morning of XX/XX/year> I was checking my account to see if I had enough balance to pull euros out for expenses, when I discovered an unauthorized ATM transaction that occurred in XXXX XXXX XXXX totaling {$1100.00} which I immediately locked my account. Unfortunately, I wasnt able to call immediately due to the time zone difference. I unlocked my account to make an ATM withdrawal in XXXX XXXX afternoon that day and then immediately locked the account until I could call later that afternoon or early evening to notify Bank of America of the unauthorized transaction. 

I explained in detail that this transaction was not authorized, I have never visited or been in XXXX before and this was fraudulent activity, I was reassured by the representative that they would investigate the matter and I would hear back within the next couple days. I did not hear back from Bank of America until XX/XX/year>, the representative asked the exact same questions as the first representative declared the transaction was authorized to which I responded that I was not in XXXX, my debit card was on my person and no other individual has access to my PIN. The following morning I received notice my claim was denied. I called and asked the case to be reopened on XX/XX/year>. The representative stated they would and review could take up to 45 days which I understood and advised if the Bank needed any additional evidence I would gladly forward it. Nobody from the Bank contacted me until XX/XX/year> when I was told again that the claim was denied. I called back in to ask why and they provided the same position that the transaction was authorized. I asked why nobody from the Bank had contacted me to discuss the claim and wasnt provided an exact answer. I resubmitted the claim again with further documentation proving that I was not in XXXX, could not physically have used my debit card at that ATM as I was in an entirely different country and again Bank of America stuck to their denial of my fraud claim and sent the same rationale on XX/XX/year>. 

I was a loyal customer to Bank of America for over XXXX years. I submitted XXXX fraud claim in that period when my wallet was stolen which was handled correctly. When I needed them most I was met with no support, lack of communication and no rationale with their reasoning on how I could use an ATM in XXXX while I was physically in another country, which I provided proof of the same. The fact that I had to waste hours of my life combatting over a clearly fraudulent transaction remains a huge dissatisfier and I hope every consumer that has taken their time to read this will take precaution before opening an account with them.

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