Consumer complaint received 2026-06-23 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY

Complaint narrative:
I am filing this complaint because Bank of America continues to deny me access to my own funds despite receiving my police report and supporting evidence regarding fraudulent activity on my account. I was the victim of a robbery in which my phone, wallet, identification, and debit card were stolen. Unauthorized transactions and ATM withdrawals occurred after the theft. I immediately reported the fraud to Bank of America and fully cooperated with their investigation. I have since provided a police report and additional documentation supporting my claim. Despite this, Bank of America has denied my claims, restricted my accounts, and is refusing to release my remaining funds. As a result, I have been left with virtually no access to money for more than XXXX weeks. This has created severe financial hardship for me and my family. My XXXX childs benefits are deposited into this account, and those funds are currently inaccessible due to Bank of Americas actions. I rely on these funds to provide food, transportation, and basic necessities for my child. The banks refusal to release my money has placed us in an extremely difficult situation and has caused significant emotional and financial distress. I have been a Bank of America customer for years and trusted the bank to protect my accounts while also providing reasonable access to my own funds. Instead, I have been treated as though I am responsible for the criminal activity that occurred after my property was stolen. I am requesting that Bank of America immediately release any undisputed funds remaining in my accounts, provide a detailed written explanation for continuing to restrict my access to my money, and conduct a fair review of the evidence I have submitted. I also request that the CFPB investigate whether Bank of Americas handling of this matter complies with applicable consumer protection laws and regulations. The banks actions have left me and my XXXX child without access to essential funds for an extended period of time, and I need immediate assistance in resolving this matter.Bank of Americas denial letters raise serious concerns about whether a meaningful investigation was ever conducted. My original claim was denied on XX/XX/year>. After I requested a re-evaluation and provided additional information, Bank of America issued another denial on XX/XX/year>, only XXXX days later. Both letters contain substantially the same conclusion and nearly identical reasoning, stating only that the transaction was authorized by you or made by someone who has permission to use the card or account. Neither letter identifies any evidence supporting that conclusion. Despite my requests, Bank of America has not provided ATM surveillance footage, ATM transaction records, photographs, witness information, or any documentation demonstrating that a thorough investigation was performed. The bank has not explained how it determined that the person conducting the ATM withdrawals had my permission, especially considering that I reported my phone, wallet, identification, and debit card stolen and provided a police report documenting the theft. The fact that a re-evaluation was completed and denied within XXXX days using substantially the same language suggests that no meaningful independent review was conducted. I am requesting that Bank of America provide all documents, evidence, investigative notes, and records relied upon in denying my claim and explain what specific investigative steps were taken before concluding that the unauthorized ATM withdrawals were authorized.

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