Consumer complaint received 2021-08-11
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CT
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
On XX/XX/XXXX I received a text from Bank of America report suspicious activity on my acct. I then received a call from a man from this number XXXX stating he was calling from Bank of America and stated that someone was trying to transfer money out of my acct in the amount of XXXX. 
This was very upsetting news to me as I have had several Fraud claims with Bank of America in the last 6 months. Some which they pay back and some they dont. Who decides this I dont know? 
The man explained to me that in order to stop this transfer I had to try and transfer the money back to myself using XXXX. I asked way this had to happen, and he said this was the only way he would be able stop the transfer. On the first attempt the transaction didnt go through. He asked if I was using my computer or phone app. I said my computer. He said to use the phone app. So, I did. We repeated the same process to transfer XXXX back to myself through XXXX. He said it worked and we hung up. An hour or so later I went to confirm that no funds were transferred from my BANK OF AMERICA account only to find that a transfer went out to XXXX XXXX  in the amount of XXXX. I tried calling the number back from which the man called me from, and it was not in service. I knew at that moment I was scammed. 
I immediately call BANK OF AMERICA to notify them of this fraudulent/ scam transfer. My acct was frozen. The BOA rep said that she would put the claim in and that she would send a request in for hardship so that the back could return me the money while they investigate. 
Since that time, I have called BANK OF AMERICA every few days/weeks asking for an update status on my claim. I get different responses from the different reps from their FRAUD dept at XXXX. Yesterday I was asked if I did a police report. I had not because I dint know I should, or I had to. I went to my local BANK OF AMERICA branch to get help. The manager XXXX called the fraud Dept and was given the same if I get. I asked the rep XXXX to connect me to the Fraud Manager his name is XXXX XXXX. I spoke with Mr. XXXX, and he stated that BANK OF AMERICA is doing their best in trying to recover the lost funds of XXXX from XXXX XXXX. I asked what exactly the effort was. I was told the analyst sent out a letter. When and what the letter said is unknown. I am not allowed access to that. There has been no follow up from BANK OF AMERICA to XXXX XXXX  to recover my funds. The manager XXXX stated that I was only 24 days into my claim and that BANK OF AMERICA has up to 90 days to investigate. I asked what happens after 90 days he said the claim will be closed. Also, if the funds arent recovered from XXXX XXXX in those 90 days, I lose my hard-earned money of XXXX. 
I have received another text from Bank of America regarding indication someone attempted to use my acct on XX/XX/XXXX. The man called me from XXXX. I had a few words with him, and he hung up. 
On XXXX XX/XX/XXXX I went to my local Police Department and made a police report for the scam/stolen money. XXXX XXXX XXXX # XXXX XXXX ext XXXX took my full report and I gave copies of the transactions from my acct to XXXX XXXX and phone records from the 2 callers. 
I am asking for help in recovering my money. I am a XXXX XXXX and have worked tirelessly for that money. Especially through COVID. 
Thank you in advance for your time Sincerely, 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