Consumer complaint received 2026-05-19 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: IL

Complaint narrative:
I am submitting this complaint regarding Bank of Americas handling of my fraud claim involving unauthorized XXXX transfers from my checking account. On or around XX/XX/year>, I lost or possibly had stolen a small personal bag containing my XXXX XXXX, my Bank of America debit card, and other personal banking items. At first, I believed I had simply misplaced the bag. However, approximately two days later, after checking my accounts, I discovered unauthorized XXXX transfers totaling approximately {$4500.00} from my Bank of America account. I did not authorize these transactions. As soon as I discovered the unauthorized activity, I contacted Bank of America and reported the transactions as fraud. I also filed an official police report regarding the loss/theft of my phone and banking items. Despite the seriousness of the situation, my fraud claim appears to have been denied or closed after a very limited investigation. Bank representatives stated that the transactions were considered authorized because they were allegedly made from my device or IP address and because I had used XXXX in the past. I respectfully disagree with this conclusion. The fact that transactions may have originated from a compromised or stolen device does not prove that I personally authorized them, especially after I reported that my phone and banking access had been lost or compromised. Prior use of XXXX also does not make future unauthorized transactions legitimate. This was not a simple billing dispute. This involved : A lost or stolen phone Lost or stolen banking cards Unauthorized access to my financial accounts Large international money transfers that I did not approve During the process, I was also informed that I might receive a temporary/provisional credit while the investigation was ongoing. However, no temporary credit was ever provided, and the claim appears to have been closed very quickly. This has increased my concerns that the investigation may not have been fully or fairly conducted. I requested additional information from the bank regarding the evidence used to determine that these transactions were authorized, including device information, login activity, authentication methods, and IP-related details. However, I was not provided with a clear explanation or supporting evidence. I am requesting : A full reinvestigation of my fraud claim A detailed explanation of the evidence relied upon in denying or closing my claim A fair review of my police report and supporting documentation Reimbursement for the unauthorized transfers if the investigation confirms my claim I believe this matter was not properly evaluated under the circumstances involving a lost/stolen phone and compromised banking access. I respectfully request CFPB assistance in ensuring that Bank of America conducts a thorough and fair review of this matter.

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