Consumer complaint received 2026-01-14 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:
On XX/XX/XXXX, I noticed that my Bank of America online checking account balance was extremely low, which was unusual. Upon reviewing my account activity, I discovered unauthorized and fraudulent debit card transactions made with XXXX XXXX and XXXX XXXX. The total amount of fraudulent charges was {$2100.00}. 

I have been a Bank of America customer for nearly 25 years, and I have always maintained my account in good standing. Because of this long-standing relationship, I was particularly concerned by the banks handling of this matter. 

I immediately contacted Bank of America and reported the transactions as fraudulent. I clearly informed the representative that I did not authorize these transactions and requested that they be disputed. I was advised that I would receive a provisional credit within 10 business days while Bank of America conducted its investigation. 

Within a few days, I noticed that XXXX XXXX issued a credit, but I never received a provisional credit for the remaining fraudulent charge from XXXX XXXX. 

On XX/XX/XXXX, after more than 10 business days had passed without receiving the full provisional credit, I contacted Bank of America again regarding the missing amount. The representative was unable to provide clear information and instead told me that the bank had until XX/XX/XXXX, to issue the full provisional credit. I was also provided with a different claims phone number, which caused further confusion. 

On XX/XX/XXXX, I called the provided claims phone number. A different Bank of America representative informed me that the bank had only issued a {$35.00} provisional credit and that it would not issue a provisional credit for the remaining balance, which exceeded {$900.00}. I was also told that Bank of America had up to 90 days to complete its investigation. 

This position misstates and violates Regulation E. Under 12 CFR 1005.11 ( c ) ( 2 ), when a financial institution can not complete its investigation within 10 business days, it must provisionally credit the consumers account for the full amount of the alleged error so that the consumer has use of the funds during the investigation.

Additionally, 12 CFR 1005.11 ( d ) ( 1 ) requires that the financial institution promptly correct the error or provide provisional credit, and 1005.11 ( b ) ( 1 ) defines unauthorized electronic fund transfers such as those at issue here.

As of today, Bank of America has failed to comply with these requirements, despite the fact that : The transactions were promptly reported as unauthorized More than 10 business days have elapsed The bank has acknowledged that the investigation is ongoing My checking account funds were removed, causing financial hardship The remaining provisional credit owed to me is {$920.00}.

I am requesting that the CFPB require Bank of America to immediately issue the full provisional credit of {$920.00}, comply with Regulation E ( 12 CFR 1005.11 ), and provide a written explanation for its failure to follow federal consumer protection requirementsparticularly in light of my nearly 25-year customer relationship with the bank.

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