Consumer complaint received 2023-11-14
Company: ZIONS BANCORPORATION
State: NV
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
Re : Wire Fraud synopsis Nevada State Bank On XX/XX/XXXX I checked my balances for my checking and HELOC accounts at Nevada State Bank and discovered they were both reduced to XXXX by way of fraudulent wire transfers initiated by unauthorized access to my account by unknown hacker ( s ). I immediately notied bank personnel and changed both my password and phone notication number. Ultimately, I found out there was a prior change made to the phone notication to an out of state number ( XXXX XXXX ) number by which the hacker was able to approve the wire transfers. It is unknown to me at that time as to the details, i.e., date and time ( although I later determined the transfers occurred on XX/XX/XXXX ), banks and parties involved, and other details leading up to and subsequently resulting in the chain of events described below. 
I met with bank personnel the next day to nd out what I must do to recover my funds and prevent a recurrence of this fraudulent activity. I closed my old account ( ending in XXXX ) and opened a new account ( ending in XXXX ) to protect my remaining funds and pending ACH deposits. Incidentally, I was notied by text message to my NEW phone number that ongoing fraudulent wire transfers from my old account were being attempted by yet unknown hackers, even after I changed my PASSWORD for the old account. The hacker ( s ) were able to obtain my NEW password for my old hacked account, which I maintain was the primary cause of prior hacking, from within the banks computer system. I certainly did not, and will arm by sworn adavit, authorize anyone either the use of the passwords or to change the phone number. 
Since XX/XX/XXXX I have not received any written notication from any bank personnel, save a curt email response on XX/XX/XXXX to my XX/XX/XXXX email to request such information. I have received XXXX separate wire credits to my NEW account of XXXX on XX/XX/XXXX and XXXX  on XX/XX/XXXX but with NO details and/or explanation. I inquired of bank personnel of the nature of such wire credits and was told this is the recovery from other banks and that the investigation of the fraudulent wire transfers was closed, again with no written notication with details. 
In my email of XX/XX/XXXX I ask for back up documentation for various actions taken by the bank, as well as any data that would substantiate the decision of the bank to withhold the return of XXXX, XXXX to my account. Instead, I received a terse reply of escalating this to our legal department, which I am presuming is the bank is posturing for a ght that I do not want, nor can I aord to pursue. 
I request your law rm to look into this situation, request any clarifying documentation from either myself or the bank and assess the proper course of action that will result in a resolution of this matter. I trust your judgment as to what possible resolution ( s ) are available and how best to reach a settlement. Thank you in advance for your time and consideration.

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