Consumer complaint received 2025-12-09 00:00:00
Product: Checking or savings account — Savings account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NJ

Complaint narrative:
Subject : Formal Complaint Banks Failure to Investigate Fraud, Provide Case Number, or Comply With Mandatory Consumer Protection Procedures Dear Consumer Financial Protection Bureau, I am filing this formal complaint regarding my banks repeated failure to investigate clear evidence of fraud on my account, refusal to provide a required fraud case number, and multiple violations of standard consumer-protection procedures.

Summary of the Issue My account and credit card information were stolen and used for unauthorized transactions. I immediately reported the fraud to the bank, but instead of receiving proper assistance, I encountered serious misconduct and negligence from multiple representatives.

Details of the Banks Failure to Comply 1. Repeated unauthorized transactions were made using my stolen account and credit card information.

2. I contacted the banks customer service and fraud department multiple times, requesting immediate investigation and a fraud case number.

3. Multiple representatives refused to provide a case number, offered no actionable support, and some even terminated the call abruptly, preventing me from receiving required help. 
XXXX. When I requested a XXXX interpreter, I was told the bank had no translation services, which violates many banks standard accessibility and consumer-assistance obligations. 
XXXX. A supervisor admitted that no fraud case had ever been opened, despite my many previous callsmeaning the bank had not taken any investigative action until today. 
XXXX. When transferring me to the fraud department again, my call was once more disconnected, causing further delay and preventing resolution. 
XXXX. Because of these failures, I am still unable to secure protection for my compromised account or recover the unauthorized funds. 

Impact on Me as a Consumer The banks refusal to investigate promptly and failure to provide documentation has caused : Financial loss Delayed fraud protection Emotional distress Exposure to ongoing security risks Requested Action from CFPB I respectfully request that the CFPB intervene to ensure the bank : 1. Immediately opens and provides an official fraud case number 2. Conducts a complete investigation into all unauthorized transactions 3. Provides written communication outlining their findings and actions 4. Implements proper customer-support procedures, including language-access services 5. Reviews whether the banks conduct violates consumer-protection regulations I have acted responsibly, reported the fraud promptly, and followed every instruction, yet the banks continuous negligence has prevented any resolution. I urgently request CFPBs assistance to ensure my rights under federal law are protected. 

Thank you for your prompt attention to this matter. I am willing to provide any supporting documents or additional statements as needed. 

Sincerely, XXXX XXXX XXXX : XXXX Email : XXXX XXXX

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