Consumer complaint received 2025-12-29 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: CA

Complaint narrative:
After filing my last complaint I received a call right away from a bank representative named XXXX XXXX who seemed very interested and concerned about my complaint. I explained again that Bank of America was aware before any funds hit my accounts that I was a disabled dependent adult without any family or support and Id just been forced to sell my house and was scared all the money was going into these accounts and nobody to help me. I asked the bank to please just be there for me and they thanked me for telling them ahead of time and to not worry. Everything was gone within weeks and my life became a living XXXX as a result I have been telling the bank for three years now that all those charges that werent mine should be credited back to me because the bank legally was obligated to report such outrageous transactions to XXXX XXXX XXXX who could have stepped in and helped me and frozen my accounts. The bank is 100 % liable for my losses and if I file a suit against them they would be liable for the nightmare that my life became as a result of their negligence. The bank keeps denying my claim on the basis that I gave access to my accounts. I have access to the people coming into my room telling me that XXXX had sent them to be my new caregiver. I needed HELP and instead got manipulated and stolen from but the bank could have stopped it. If theyd reported suspected dependent abuse going on then XXXX XXXX XXXX  would have stopped it. Instead the bank did NOTHING and continues to treat me like a normal person with normal common sense and doesnt even understand what a dependent adult is and why theyre so many strict laws to protect us. So the bank representative was the one who brought up reopening these disputes and I told her how traumatized I still am and to relive that again was upsetting to even think about She reassured me it would be different this time and asked me if they finally ruled in my favor if that would make me feel better about what happened. I said Im XXXX of XXXX  and dont want to start a big lawsuit and yes at least the bank would take responsibility so I agreed. Immediately after I started getting XXXX  because the claims department had no clue who I spoke with or why they were reopened so I had to go through all of this pain not once but at least five more times as I got passed to one person to the next until I reached out to XXXX XXXX and spoke to his assistant XXXX where I again poured my heart out reliving it once again and was assured he would let the right people know about my claim and why its unusual and would get back to me. I left XXXX XXXX several messages but NOBODY cared or got back to me. Then I hear from claims they submitted a credit for XXXX for appproval and should be done in the next few days. So Im relived and happy until today when I called and told my claim was denied based on the fact there was no new evidence presented. Are you serious. After everything the claims final decision went to a department or person who was completely clueless about my claim. Im so upset and exhausted and feel completely violated again by Bank of America I dont even know what to do. I feel sick

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