Consumer complaint received 2022-09-19
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
My name is XXXX XXXX, and I am a victim of Credit Card and XXXX XXXX. I need assistance because Bank of America and XXXX refused to help regarding the Fraud and unauthorized XXXX and Credit Card transfers that were made by unknown suspect ( s ). These transfers were not made from my phone or desktop computer and were done without my prior knowledge or consent. 

Please note that upon observing the email notification of the unauthorized XXXX transfers sent to my email address, I immediately telephoned Bank of America and had them close my Credit Card and Checking account. I then immediately notified our local XXXX Sheriff XXXXs Department and filed a fraud crime report. This was immediately done on XX/XX/XXXX, the day the Fraudulent transfers occurred. Please note that no telephone contact was initiated by Bank of America and or XXXX to verify if I had authorized these transfers. In the past Bank of America called me if they suspected fraudulent activity, for example when I had " Roofing work done on my Texas rental properties '', the transaction was denied until I confirmed it was a legitimate transaction. BofA and XXXX failed to do that during this fraud scam incident. 

Please note that on XX/XX/2022, I received a telephone call from a well-spoken male who identified himself as a BofA employee XXXX allegedly calling me to resolve my " XXXX damaged part dispute Claim ''. The claim had been denied by BofA who stated that I didn't establish that the Car Radiator which XXXX sold and shipped to me was damaged, although XXXX accepted the damage claim but simply refused to have their damaged radiator retrieved from where it was delivered which was my house. 

The Suspect knew my full name, including my middle name which almost nobody knows. The Suspect also knew the last four ( 4 ) digits of my SSN, the last four ( 4 ) Digits of my Credit Card Number, the last four ( 4 ) digits of my checking account, date of birth, and my physical home address.

Because the Suspect knew the above-mentioned personal and banking information, knew about my XXXX dispute claim, and informed me that the conversation was being tape-recorded as Bank of America does all the time, I was convinced he was a legitimate Bank of America employee . 

After the suspect asked what was damaged on the Car Radiator, I explained how the dented and bent car radiator came in a severely damaged and taped box. The suspect then told me that he needed to verify my identity and asked for my complete Social Security Number before he accepted my XXXX claim and refund my money. Since he knew about my XXXX claim, and the fact the suspect knew my personal and financial information, and told me the conversation was being recorded, I assumed he was a legitimate Bank of America employee as he followed BofA protocols. 

After jumping through hoops and doing all that was required of me by Bank of America, NA, I received a letter that BofA was " DENYING my $ XXXX Fraud claim. BofA rejected my fraud claim despite me going to my XXXX Branch 3 times, having the Bank fax all of the required signed documents, including a brief summary, providing XXXX XXXX Sheriff 's crime report number, documents, etc. that BofA required. 

For the record, I spoke with XXXX XXXX XXXX ( XXXX ) and Supervisor XXXX XXXX ( phone number ( XXXX ) XXXX ), in person at our XXXX, California BofA Branch who tried to assist me in this matter. 

I spent approximately over 10 hours on hold with Credit Card Fraud and XXXX Fraud BofA employees which my cell phone records will confirm besides my three ( 3 ) in-person visits. Ironically a BofA XXXX employee stated on the phone that they never received the XXXX Bank of America branch Staff sent to them but XXXX XXXX XXXX, the XXXX XXXX Bank employee showed me on the computer that the Faxes were sent. 

Please note that I also made numerous calls to BofA and was transferred to various departments and relayed the facts of the fraud incident, asking them to document the fraud. 

During my last call to Bank of America, I spoke with a female employee who identified herself as a " Floor Supervisor '' by the name of " XXXX '', employee number # XXXX, who told me that since I was a victim of a " Scam '', they would not cover the Credit Card or XXXX fraud Claim of $ XXXX. 

I asked XXXX why they would not cover the Credit Card or XXXX fraud claim. She said because I gave the Criminals my SSN. I told her that the Fraud transfers didn't come from my computer IP address nor my cell phone on file to perpetrate this fraud and that " BofA often asks for my full Social Security Number '', and I reminded supervisor XXXX that to be transferred to speak to her regarding this matter, " they ( BofA ) also demanded my full Social Security Number ''. Supervisor XXXX then " admitted '' that at times " BofA does demand the complete Social but she said that was only to find the file ''. I then asked Supervisor XXXX, " are we as non-BoA employees supposed to know that ''? She admitted that we aren't supposed to know that as non-Bank of America employees. By the way, XXXX also informed me that our conversation was being recorded. 

Bank of America never warned me that " XXXX '' was unsafe to use and that millions have been defrauded and that they owned XXXX, and ergo are biased in denying their victim 's claims. Bank of America refused to refund the money stolen via fraudulent means through XXXX despite the fact the transfers were not made by me, done without my knowledge or consent, and were " not done on my phone nor computer '' which should have been a " Red Flag Warning to BofA and XXXX '' that criminal activity was occurring, and they should have stopped the transfers to the criminal ( XXXX ). 

I would like to file a formal complaint in hopes of obtaining relief from XXXX and Bank of America. The XXXX caps consumer liability for unauthorized electronic fund transfers at {$50.00} and the transactions at issue exceed that amount. 15 U.S.C. 1693g ( a ). 

If you require additional information from me regarding this matter, please feel free to contact me, XXXX XXXX, at ( 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 monetary relief