Checking or savings account -- Managing an account -- Complaint #17814378
Complaint Overview
Complaint ID: 17814378
Company: Bank Of America, National Association
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
State: California
ZIP Code: 95035
Date Received: 2025-12-07T12:00:00-05:00
Date Sent to Company: 2025-12-07T12:00:00-05:00
Company Response: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Hello, I am reporting a serious account-takeover and identity-theft incident involving Bank of America, including a fraudulent in-branch withdrawal and the creation of an unauthorized digital debit card. Immediate cooperation is needed from Bank of America to preserve and provide access ( to law enforcement ) to branch security video from the specific time and location where the impersonation occurred. On XX/XX/year>, a criminal used my wifes stolen driver license to take over her mobile phone number through a fraudulent SIM swap. For approximately two hours, the attacker received all SMS-based two-factor authentication codes sent by Bank of America. During this period, the attacker : * Accessed our Bank of America online banking, * Created a digital debit card without authorization, * Visited the Bank of America branch at XXXX XXXX XXXX, XXXX XXXX, CA, * Withdrew {$4000.00} in cash between XXXX PM and XXXX XXXX, * Used my wifes stolen driver license to impersonate her in person. BoA case number : XXXX. This incident raises several urgent concerns : Bank of America approved high-risk activity immediately following a SIM-swap takeover. A branch allowed a same-day cash withdrawal by someone impersonating my wife using a stolen ID. The most critical issue : We need Bank of America to preserve and cooperate with law enforcement regarding the in-branch security video covering the timeframe XXXX XXXX XXXX on XX/XX/year> at XXXX XXXX XXXX, XXXX XXXX XXXX This footage may identify the suspect. We are not receiving clear communication about the steps being taken, the evidence preserved, or the investigation timeline. We request CFPB assistance to ensure Bank of America : * Preserves and provides ( to law enforcement ) security camera footage of the impersonation event, * Fully investigates the unauthorized withdrawal and fraudulent digital debit card, * Provides a written explanation of how in-branch identity verification was handled, Reimburses all stolen funds under Regulation E/unauthorized transaction protections, * Confirms our accounts are secured against additional unauthorized access. Thank you for your assistance.
Frequently Asked Questions
What is Complaint #17814378 about?
Complaint #17814378 was filed against Bank Of America, National Association regarding Checking or savings account specifically about Managing an account. It was received by the CFPB on 2025-12-07T12:00:00-05:00.
How did Bank Of America, National Association respond to this complaint?
The company responded with: "Closed with monetary relief". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Checking or savings account) and describe your issue in detail.
Can I see other complaints against Bank Of America, National Association?
Yes, visit the Bank Of America, National Association company profile at readthecomplaint.com/company/bank-of-america-national-association to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.