Consumer complaint received 2025-05-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
I am filing another formal complaint against Bank of America for their mishandling of my fraud claim, which I initially submitted earlier this year and reopened on XX/XX/year>, after providing new, material evidence, including a police report, a detailed explanation of the events, and evidence that I am being actively targeted. As of XX/XX/year> ( 10 business days later ), no provisional credit has been issued, in violation of Regulation E requirements.

Bank of America representatives continue to insist that reopened claims are not subject to Regulation E, which is misleading. Regulation E allows for new evidence to trigger a new error resolution process. Yet despite the new information I submitted, the bank has failed to fulfill even the most basic steps of an actual investigation.

Their original denial letter claimed they used merchant information such as signed receipts or contracts to determine that I had authorized the transactions. However, I have sent in multiple written and verbal requests for these supposed merchant documents, and Bank of America has failed to produce them. All phone representatives Ive spoken to have confirmed that NO merchant contact was ever made. This raises a serious concern : how can they claim I authorized these transactions without any documentation or confirmation from the merchant? The thorough investigation was and I quote the transactions matched customers spending pattern and that customer may have been aware of transactions. Like are we being serious?

This appears to be a deliberate misrepresentation of the investigation. They are falsely referencing merchant documentation in their denial letters, but never actually initiated a chargeback or contacted the merchants. This is unacceptable and a violation of consumer protection laws. It shows a pattern of denying legitimate claims without performing due diligence, solely based on speculative data like account history or logins, which I have already addressed in my police report and personal statements.

This fraud has left me financially devastated, with no access to critical funds. Ive explained that Im being targeted, and while I acknowledge I could have been more cautious, that does not absolve the bank of its duty to investigate thoroughly and fairly. I am currently relocating for my safety and working to secure my personal information, but I urgently need my funds returned.

I already filed a complaint with CFPB.The individual assigned by Bank of America to my initial complaint, XXXX XXXX, has not responded and the number provided to reach her does not work. It seems like theyre only contacting and providing this number and information to act like theyre acknowledging your complaint but arent actually doing anything to help nor answer any questions. Ive already escalated this to the OCC, CFPB, and the Office of the State Attorney of Florida. If this is not resolved immediately, I will pursue legal action and permanently close my account with Bank of America.

Anybody reading this please stay away from Bank of America, they arent actually conducting thorough and fair investigation. Theyre stating one thing on their denial letter but never did it. They never actually even attempted to get merchant documents to prove them. I have been requesting these documents for weeks and they have not provided anything because THEY DONT HAVE THEM, which makes sense because I didnt make the transactions, if they conducted a thorough investigation and had them why can nobody provide that to me? Please make it make sense. 

Bank of America, Assume your responsibility, conduct a thorough investigation and actually provide a real phone number that works for the complaint acknowledgment not the one that XXXX XXXX has been providing. My claim ID : Claim ID XXXX. GET ME MY FUNDS BACK.

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