Consumer complaint received 2026-07-15 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: GA

Complaint narrative:
I am submitting this complaint concerning a new and separate XXXX incident involving Bank of Americas handling of my replacement debit card while I reside overseas in XXXX. This complaint is separate from my earlier CFPB complaint concerning events in XXXX. On XX/XX/XXXX, at approximately XXXXXXXX XXXX XXXXXXXX time, I contacted Bank of America after losing my debit card. I spoke with a representative identified as XXXX for approximately XXXX minutes. I specifically requested rush or expedited delivery of the replacement card and asked how much it would cost. XXXX told me there would be no charge because the card had been reported lost. I understood that the replacement card would be expedited, and XXXX instructed me to call back for the tracking number. On XX/XX/XXXX, at approximately XXXXXXXX XXXX XXXXXXXX time, I called Bank of America again. I spoke with another representative for approximately XXXX minutes. He could not provide a tracking number and, according to my recollection, stated that he would have to check with the back office to determine why the card had not been sent. On XX/XX/XXXX, I spoke with XXXX XXXX. According to my recollection, she acknowledged that the replacement card had not been expedited as requested and apologized on behalf of Bank of America. She discussed cancelling the outstanding replacement card and issuing another card using rush delivery. I asked to wait until XX/XX/XXXX because I had previously been given delivery information by Bank of America and wanted to determine whether the outstanding card would arrive before cancelling it. Bank of America could not provide tracking information establishing where the card was or when it would arrive. By XX/XX/XXXX, the card still had not arrived. I sent a detailed written escalation to Bank of Americas Client Escalation Team and executive leadership. I also possess recorded telephone calls relating to this matter from approximately XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. During a recorded call with Client Escalations representative XXXX XXXX, he also acknowledged, according to my recollection, that the replacement card had not been expedited. Bank of Americas proposed solution was to cancel the outstanding replacement card and request another expedited card. This placed me in a difficult position. The first replacement card was already supposed to have been expedited, but Bank of America acknowledged that it was not. Bank of America also could not provide tracking information for the outstanding card. If I cancelled that card and it later arrived, it would be unusable. At the same time, after the original expedited-delivery instruction was not carried out, I had no confidence that simply repeating the same request would necessarily produce a different result. My decision to continue waiting should not be interpreted as acceptance of the delay or a failure to attempt to resolve the problem. It resulted from the uncertainty created by Bank of Americas failure to carry out my original expedited-delivery request and its inability to provide reliable tracking information. As of the date of this complaint, nearly three weeks have passed since my XX/XX/XXXX replacement-card request. I still do not have the replacement debit card. To the best of my knowledge, I have not been provided a usable tracking number, reliable documentary shipment confirmation, a clear shipment date, or a reliable delivery date. I reside in XXXX and do not have practical access to a Bank of America branch where I can resolve this problem in person. The absence of my debit card affects my practical ability to access and use banking services while overseas. This is not simply a complaint that international mail is taking too long. I specifically requested expedited delivery, understood that expedited delivery had been arranged, was instructed to call back for tracking information, could not obtain tracking information, and was subsequently informed by multiple Bank of America personnel that the card had not been expedited as requested. I request that Bank of America review and preserve all relevant call recordings, account notes, replacement-card order records, shipping records, tracking information, back-office inquiries, Client Escalation records, and executive escalation records. I specifically request a written explanation of why my XX/XX/XXXX expedited-delivery request was not carried out, whether and when the card was actually shipped, what shipping method and carrier were used, whether a trackable shipment was ever created, and what corrective action Bank of America will take. Attach the full detailed PDF we just created as your supporting document : Download the full XXXX XXXX complaint PDF One small point : if the CFPB text box has a character limit and rejects this version, send me the exact character limit shown on the screen, and I can condense this to fit while preserving the strongest facts.

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