Consumer complaint received 2026-06-12 00:00:00
Product: Money transfer, virtual currency, or money service — Money order, traveler's check or cashier's check
Issue: Fraud or scam — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: AR

Complaint narrative:
I am submitting this complaint regarding Bank of America 's handling of two fraudulently altered cashier 's checks totaling {$17000.00}. On XX/XX/year>, I purchased two cashier 's checks from Bank of America, located at XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, Arkansas. Cashier 's Check # 1 : * Check Number : XXXX XXXX Sequence Number : XXXXXXXX XXXX Amount : {$10000.00} XXXX Payable To : XXXX XXXX and XXXX XXXX Cashier 's Check # 2 : * Check Number : XXXXXXXX XXXX Sequence Number : XXXX XXXX Amount : {$6800.00} XXXX Payable To : XXXX XXXX XXXX XXXX Immediately after receiving the checks, I verified that the payee names were correct and took the checks directly to the XXXX XXXX XXXX XXXX for mailing to my doctor 's office in XXXX, Texas. The intended recipients never received either check. In XX/XX/year>, after learning the doctor 's office had not received payment, I returned to the Bank of America branch and requested that the cashier 's checks be cancelled. I was informed that Bank of America required me to wait 90 days before any action could be taken regarding the checks. During this time, I also contacted Bank of America 's claims department to determine whether the checks had been negotiated. However, because I did not have the sequence numbers available during that call, they were unable to provide that information. On XX/XX/year>, after the 90-day waiting period, I returned to the branch to cancel the cashier 's checks. XXXX XXXX, Assistant Manager at the branch, informed me that both checks had already been negotiated. XXXX XXXX provided me with scanned copies of the checks. The copies showed that the original payee names had been altered and replaced with " XXXX XXXX XXXX. '' The copies further showed that both checks were deposited via Mobile Deposit with XXXX XXXX on XX/XX/year>. I immediately filed a fraud claim with Bank of America on XX/XX/year>. Bank of America subsequently denied my claim. The denial letter stated that the transaction was authorized because my ATM/debit card, PIN, and identification were used. However, I have never disputed purchasing the cashier 's checks. I personally authorized the purchase of the cashier 's checks on XX/XX/year>. My fraud claim concerns the subsequent theft, alteration, and negotiation of those cashier 's checks after they left my possession and while in transit through the mail. The issue is not whether I authorized the purchase of the cashier 's checks. The issue is that the checks were allegedly altered from the original payees, XXXX XXXX XXXX XXXX XXXXXXXX and XXXX XXXX XXXX XXXX, to an unrelated individual named XXXX XXXX XXXX and were subsequently negotiated. Bank of America 's denial does not appear to address the substance of my fraud claim regarding the altered payees and fraudulent negotiation of the cashier 's checks. Instead, the denial appears to address whether I authorized the original purchase of the checks, which has never been disputed. I have copies of the cashier 's check information, the negotiated check images, and Bank of America 's denial letter and can provide those documents upon request.

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