Consumer complaint received 2026-06-07 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/year> I called into BOA to file fraudulent activity on my account & they opened up XXXX claims that day. There where multiple transactions that occured between XXXX XXXX, XXXX - XX/XX/year> totaling XXXX transactions in total. The amount of these claims are {$2400.00}, {$150.00}, {$160.00}, & {$1200.00}. On XX/XX/year> I found out the claims where all denied & I called into the fraud department to request the information the used to deny these claims & at the same time I had the claims reopened. From my understanding of the claims process & according to Regulation XXXX, I should have received a temporary credit on my claims within XXXX business days of reopening these claims or for the claims to have been completed by the XXXX business day. I showed have received the temporary credits as of XX/XX/year> & it is now XX/XX/year> & the XXXX business day. I called into the fraud department today to inquire about the temporary credits & was told there was no information noted onto my claims as to why I have not received the temporary credits yet & that it was the back office that handles these transactions. The representative I spoke with today told me she would submit a hardship escalation for the back office to review my claims to have the credits applied to my account. I was told it can take up to XXXX business days to have my account reviewed by the escalation team. I have submitted a statement on all the claims after the XXXX denials letting them know that I did not authorize any of these transactions, did not give permission to anyone to use any of my info to make these transactions, that I personally did not make these transactions or have any knowledge to these transactions being made. I informed BOA that I had just gotten out of a 6 year relationship with my partner after discovering that the transactions where made on my account. I informed them that after 6 years of being together that he knew everything about me, that he had access to my safe being we lived in the same home together & that he was going behind my back while I was asleep to make these charges. Inside my safe was the debit card for BOA along with my notebook with all my passwords in it, he had also downloaded my banking information onto his own phone & had been using it. Again after being together for 6 years, my ex was familiar with my spending habits so he was able to do these transactions without setting off any alerts & if he got an alert while I'm sleeping he could easily have taken care of them & was able to hide these transactions from me. Had I not been saving that money for a trip to Hawaii & needed to purchase something for that trip, I XXXX never have found out that my account had been hijacked. After reviewing the transactions date and times it dawned on me that my ex must have been the one to make these transactions of which I had no prior knowledge. The bank is fully aware that because I was a victim of XXXX XXXXXXXX that money is urgently needed to be released back into my account as I am trying to get away from this horrible experience & I need to be able to move out of here & until those funds are received as a credit while they continue to work on my claims. Every day I am stuck with my ex is another day I am in danger & fear for my life. I am terrified about him finding out that I know what he has done to me let alone that I filled a police report naming him for these charges.

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