Consumer complaint received 2026-01-09 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: TX

Complaint narrative:
I am submitting this statement to document the circumstances under which a debit-card purchase totaling {$15000.00} was made at XXXX XXXX XXXX XX/XX/year>, and to request that Bank of America reconsider its denial of my dispute in light of material facts related to impaired consent, merchant conduct, and consumer vulnerability. 

At the time of the transaction, I was experiencing a XXXX XXXX and emotional crisis that significantly impaired my judgment and decision-making capacity. This was the culmination of an extended period of personal and emotional distress, and it resulted in behavior that was entirely inconsistent with my normal financial practices. My original intent in entering the store was to purchase basic clothing for a single court appearance in support of a friend. I did not intend to make a high-value or discretionary purchase.

While in the store, my ability to assert normal boundaries and decline items was compromised. I felt unable to disengage from the sales interaction or refuse proposed items, despite internal discomfort and confusion. This impaired state materially affected my ability to protect my financial interests.

A critical point occurred when my debit card was initially declined due to insufficient available funds for the transaction total. Rather than pausing or terminating the sale, the sales associate, XXXX XXXX, removed tailoring charges and applied a XXXX XXXX discount specifically to reduce the total to an amount that would clear my remaining account balance. During this process, my banking application and account balance were visible on my phone screen, and the sales associate had a clear, direct view of my available funds. This meant she was fully aware that completing the transaction would nearly or entirely deplete my remaining money. Despite this clear indication of financial vulnerability, the transaction was actively facilitated.

When my card was subsequently frozen and required bank authorization, the sales associate repeatedly urged the bank representative to expedite approval so the transaction could proceed. At that point, it was evident that I was financially vulnerable and that the transaction was extraordinary in scale relative to my available funds. Nevertheless, the sale was completed. I exited the store with virtually all of my available money depleted.

After leaving the store, I became extremely confused and disoriented. In the hours that followed, as I gradually realized the scope of what had occurred, I experienced significant distress and emotional breakdown, including crying and shock. This reaction further reflected the impaired mental state under which the transaction had been made.

The following day, I returned to the store to explain my situation and request a return. I asked that all items be accepted given the circumstances. When that request was denied, I asked that the store at least honor its written return policy by accepting unworn items with tags still attached. This request was also refused. I was told the situation was too weird, and store security was called despite my calm demeanor and non-aggressive behavior. I was informed that if the president says it, thats the new policy, which contradicted the stores written return policy and eliminated any reasonable remedy.

After filing my bank dispute, I contacted the merchant to request an itemized receipt. Once I was identified over the phone, the store disengaged and refused to provide assistance. At no point did the merchant offer a reasonable accommodation or corrective action, despite the abnormal nature of the transaction and the immediate attempt to return unworn merchandise.

This purchase is wholly inconsistent with my normal spending behavior. I have never before spent nearly all of my available funds in a single transaction. The funds used represented retirement savings that I had intended to apply toward debt reduction and long-term financial stability. This transaction occurred solely because I was operating under impaired judgment during a psychiatric crisis.

I am requesting that Bank of America reconsider this dispute with full consideration of these facts, including the merchants role in facilitating a transaction despite clear indicators of financial and emotional vulnerability, the refusal to honor stated return policies, and the immediate attempt to mitigate the transaction. I believe the transaction is voidable due to impaired consent and merchant conduct, and I respectfully request a refund of the full amount of {$15000.00}.

I am willing to provide any additional information or documentation requested as part of this review.

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