Consumer complaint received 2026-02-26 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Deposits and withdrawals
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
On XX/XX/XXXX, at approximately XXXX XXXX., I called Bank of America Customer Service XXXX and spoke with a representative who identified himself as being associated with the Fraud Department. I informed him that my joint Bank of America checking account had a fraudulent {$500.00} transfer, shown as : XX/XX/XXXX XXXX payment to XXXX XXXX Conf # XXXX, XXXX, and another pending transaction of {$1000.00}. Neither my son nor I authorized these transferers. The representative advised me that the pending XXXX transaction had been successfully stopped and that a fraud investigation would be opened. On XX/XX/XXXX, my son accessed the Bank of America mobile application on his cellular telephone to check the XXXX activity history. The transactions were displayed from XX/XX/XXXX, to XX/XX/XXXX. The disputed {$500.00} transaction and the pending {$1000.00} did NOT appear in this history. On or about XX/XX/XXXX, I checked our Bank of America Advantage Plus Banking statement and was surprised to see that two ( 2 ) fraudulent XXXX transactions had cleared : XX/XX/XXXX XXXX payment XXXX XXXX XXXX Conf # XXXX, XXXX XX/XX/XXXX XXXX paymenXXXX XXXX XXXX XXXX Conf # XXXX, XXXX I then used my computer to access our Bank of America account and viewed the XXXX Payment Type report covering the period from XX/XX/XXXX, to XX/XX/XXXX. This report included transaction numbers. Neither of the two ( 2 ) XX/XX/XXXX fraudulent XXXX payments nor their confirmation numbers are listed in this report. This inconsistency concerned me. These reports should include accurate documentation of all activity that appears in the online transaction history and the bank statement. On XX/XX/XXXX, I received a letter at my residence from Bank of America, titled Research Complete, dated XX/XX/XXXX, relating to Claim Number XXXX, in the amount of {$1500.00}. The letter stated that Bank of America was denying the fraud claim on the basis that the transaction was completed using a device consistent with previous valid account activity. I was told verbally that this was referring to an IP address. The letter further stated that I had the right to request the documentation relied upon in making this determination. To date, I have not received these documents, despite numerous requests. I hired a private investigator and documented all the events with exhibits in a declaration that includes an unknown Texas telephone number that was fraudently added to my son 's banking profile, known to be used by fraudsters, the provided recipient 's name, is a Texas resident, using an online bank, and my personal banking profile had a Texas telephone number added, which is listed on the profile report of the Texas recipient. My telephone numbers were removed, locking me out of accessing my account. On XX/XX/XXXX, I went to the Bank of America XXXX branch and refused to leave until my funds were returned. I was connected to an agent in the claims department, and I told him that I believe I have gathered sufficient evidence to prove that my son and I are victims of fraud. I told him about all the evidence I had obtained, and he provided new information indicating a breach as early as XX/XX/XXXX. While speaking with the agent, he informed me that the Claims Department had just returned {$1500.00} to my account after going for 53 days without access to our money. As a direct result of the bank 's actions and inaction, I was forced to spend {$500.00} to retain an investigator. My son and I also lost substantial time from work to address this matter, attending branch appointments, making repeated telephone calls, and attempting to obtain documents the bank was legally required to provide. I want to hold Bank of America responsible for the consequential losses we incurred and accountable for practices that place consumers at risk. I am particularly concerned about other victims. ( My son was approached by a man at the bank who overheard his conversation with the banker and said the same thing was happening to him. ) I am especially worried about elderly individuals and those with limited financial resources, who may not have the time, knowledge, or means to persistently challenge improper claim denials. Financial institutions entrusted with safeguarding consumer funds must be held to the standards required under federal and state law to ensure that vulnerable customers are not left without meaningful protection. Please note I have evidence to provide a clear and accurate record of events.

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