Consumer complaint received 2025-08-20 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:
Summary : I am disputing approximately {$600000.00} in unauthorized XXXX gambling transactions that occurred between XX/XX/XXXX and XX/XX/XXXX, while I was enrolled in a state-administered self-exclusion program. XXXX allowed my account to remain active in violation of that exclusion, which makes all related transactions legally unauthorized under Regulation E. 

Despite filing claims since XX/XX/XXXX, faxing supporting documentation, and repeatedly contacting the bank, Bank of America has failed to conduct a proper investigation or compensate me. 

Timeline : XX/XX/XXXX XX/XX/XXXX Unauthorized XXXX  transactions occurred on my Bank of America account while I was on self-exclusion. 

XX/XX/XXXX I attempted to dispute all XXXX transactions. Due to Bank of Americas system/procedural errors, many transactions were missed.

XXXX XXXX XXXX I repeatedly faxed letters and documentation supporting the disputes. The bank has ignored these submissions. 

XX/XX/XXXX I spoke with supervisor XXXX XXXX Claims Department ). She admitted she can not access the very transactions under dispute. 

Claims Involved : Examples of claims include : Claim # XXXX - Claim # XXXX - Claim # XXXX - Claim # XXXX - Claim # XXXX - Claim # XXXX - Claim # XXXX - Claim # XXXX I have filed over XXXX related claims since XX/XX/XXXX, all connected to the same unauthorized XXXX  transactions from XX/XX/XXXX to XX/XX/XXXX. These disputes must be treated as part of a single, continuous dispute that began in XX/XX/XXXX. 

Key Issues : Unauthorized Transactions Gambling transactions occurred while I was under a state self-exclusion program. 

XXXX  should not have allowed the activity at all, which makes them unauthorized by law. 

Misclassification of Withdrawals as Refunds Some XXXX  withdrawals into my Bank of America account were mislabeled as merchant refunds. 

These were not refunds. They were user-initiated gambling withdrawals during the same unauthorized activity. 

By misclassifying them as refunds, Bank of America improperly reduced or denied my claims. 

Failure to Investigate Under Regulation E, Bank of America is required to conduct a reasonable investigation. 

Ignoring my documentation and admitting supervisors can not access transactions is a violation of this duty. 

Incorrect Denial Letters Bank of America issued denial letters ( see Denial Letter 1 and Denial Letter 2 attached ) stating that XXXX  provided proof I authorized these transactions. This is incorrect. XXXX  could not legally provide valid authorization, because all activity occurred while I was under a state-administered self-exclusion program. These denial letters show that Bank of America accepted XXXX word without conducting a reasonable Regulation E investigation.

Recovery : Of the {$600000.00} in total unauthorized activity, approximately {$130000.00} was recovered. 

I am still owed compensation for the remaining losses. 

Additionally, Bank of America closed my account when I first filed the claims. The account ends in XXXX I have my bank statements in paper form showing all the transactions, please let me know where to mail them too if needed. 

Thank you, XXXX 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