Consumer complaint received 2026-03-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NJ

Complaint narrative:
I am writing to request your immediate assistance regarding a serious fraud incident involving my Bank of America business account that has not been resolved despite repeated attempts to obtain help through normal customer service channels. On XX/XX/year>, an unauthorized ACH transaction in the amount of {$22000.00} was withdrawn from my business account and sent to an entity identified as XXXX XXXX. I did not authorize this transaction, I have never conducted business with this entity, and I do not recognize the transaction in any way. As soon as the transaction posted to my account, I immediately filed a fraud claim with Bank of America on the morning of XX/XX/year>. However, I was later informed that the bank did not begin processing the investigation until XX/XX/year>. As of today, over three weeks after the incident, I have received no meaningful update on the status of the claim. During this time I have spent countless hours attempting to obtain assistance through the standard support channels. Each call requires waiting on hold for extended periods, often XXXX minutes at a time, only to be transferred between departments without receiving any substantive information about the investigation. The circumstances surrounding this incident make the situation even more distressing. My business has been inactive for approximately three years due to a family medical crisis. My husband developed severe neurological complications following the COVID-19 vaccination and was later diagnosed with XXXX XXXX and XXXX XXXX XXXX. He passed away XXXX months ago, and I am now a widow managing the aftermath of that tragedy. Because my business has been suspended for several years, I placed our remaining funds in the Bank of America business account believing they would be safe. I currently have no income other than Social Security, and the {$22000.00} taken from this account represents funds essential for my daily living expenses and remaining funeral obligations. I was informed that the ACH transaction was ultimately routed to an account at XXXX Bank. Given that ACH transfers contain clear routing information and recipient details, it should be possible to identify the receiving account and initiate recovery procedures promptly. At this point, I am respectfully requesting immediate executive review of this case. Specifically, I request : A status update on the fraud investigation Confirmation that Bank of America has initiated recovery efforts with the receiving financial institution A clear timeline for resolution of this claim Immediate consideration of provisional credit given the circumstances and the length of time that has already passed I entrusted Bank of America to safeguard my funds. The lack of timely action and communication has been deeply concerning, particularly given the seriousness of the unauthorized withdrawal. Additionally, given that this matter involves an unauthorized ACH transaction and the resulting financial hardship, I respectfully request that this case be escalated as an urgent executive complaint and reviewed in accordance with applicable consumer protection and electronic funds transfer regulations. The delay in investigation and lack of communication has placed me in a position of significant financial vulnerability, and I would greatly appreciate immediate attention to ensure appropriate resolution. I sincerely hope this matter can be resolved quickly and professionally. However, if this situation can not be addressed promptly, I will have no choice but to pursue escalation through regulatory agencies and other appropriate channels. I would greatly appreciate your personal attention or the assistance of your executive customer relations team in resolving this matter. Since I heard nothing, and calling every day, no update information, I would only rely CFPB to step in and help me to resolve this theft ( I have filed police report as well, and is available 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