Consumer complaint received 2025-08-29 00:00:00
Product: Prepaid card — Government benefit card
Issue: Trouble using the card — Trouble using the card to pay a bill
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
Subject : Formal Complaint Wrongful Denial of Additional XXXX Compensation by Bank of America To : Consumer Financial Protection Bureau Dear CFPB, I am filing this complaint regarding Bank of Americas wrongful denial of my claim for additional compensation under the Independent Review Process ( IRP ) program. 

The XXXX program and its subsequent additional compensation phase was established under the XX/XX/year> Consent Orders issued by the Office of the Comptroller of the Currency ( OCC ) and the XXXX XXXX XXXX XXXX XXXX Federal Reserve System against major mortgage servicers, including Bank of America ( OCC Consent Order No. XXXX XXXX Federal Reserve XXXX XXXX XXXX XXXX and XXXX ). These orders required servicers to provide remediation and restitution to consumers who were harmed by servicing errors and unlawful practices. 

My concerns are as follows : Failure to Provide Additional Compensation : Bank of America has denied me payment under the additional IRP compensation program despite my eligibility. This denial directly undermines the purpose of the consent orders. 

Violation of Consent Orders : By refusing to honor my additional XXXX compensation claim, Bank of America is in violation of the above OCC and Federal Reserve consent orders. 

Lack of Due Process & Transparency : I was provided no adequate explanation for the denial and no meaningful way to appeal. This failure constitutes an unfair and deceptive practice under the Dodd-Frank Act ( XXXX XXXX. XXXX, XXXX ). 

Failure of Disclosure Obligations : Under RESPA ( XXXX XXXX. XXXX ), servicers are required to provide consumers with accurate and transparent information. Bank of America has failed in this duty. 

Pattern of Non-Compliance : Bank of Americas mishandling of XXXX claims, particularly the additional compensation program, suggests systemic non-compliance and a broader attempt to withhold restitution owed to consumers. 


The financial and personal harm I suffered was significant, and Bank of Americas denial of additional XXXX compensation only extends that harm. 

Requested Action : I respectfully request that the CFPB : XXXX. Investigate Bank of Americas handling of the XXXX additional compensation program. 


XXXX. Require Bank of America to provide a full explanation of their decision and the criteria used in denying my claim. 


XXXX. Compel Bank of America to pay the additional compensation I am rightfully owed under the consent orders. 


XXXX. Enforce stronger oversight to ensure Bank of Americas compliance with the 2011 OCC and Federal Reserve consent orders and with federal consumer protection law. 



I am prepared to provide supporting documentation and request acknowledgment of this complaint along with a clear outline of next steps. 

Sincerely, XXXX XXXX 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 explanation