Consumer complaint received 2023-12-07
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
I checked my bank account and saw two XXXX transactions that I did not authorize. I called my bank the same day XX/XX/XXXX  to report the fraudulent charges. I called to receive an update on my claim and was told it was denied because the bank had no proof that I did not commit the fraud. When I called my bank again, I was told to contact XXXX, XXXX and XXXX XXXX XXXX XXXX XXXX XXXX. I contacted XXXX and got no help because the fraud did not happen through the XXXX XXXX, it happened using my phone number to get money directly from my bank account. I called XXXX to see if I could get anything proving that I did not commit the fraud. The person I spoke to was unable to provide any information stating that I did not commit the fraud and suggested that I call XXXX. I explained to them that I did contact XXXX and relayed the message that I received about being unable to receive assistance because I did not use the XXXX app. I called the XXXX XXXX at XXXX XXXX to see what I could do. I explained that I had money taken out of my bank account using XXXX and that I did not authorize the transaction. I also explained how my bank needed something in writing proving that I did not authorize the transaction. The person I spoke to explained that the XXXX XXXX could scan my phone for any viruses and malware that could leave my phone susceptible or vulnerable to hackers. She also explained that the XXXX XXXX would be able to give me something in writing stating that my phone had viruses if they were to determine that. I made an appointment the same day I spoke to the representative. I went to XXXX XXXX and was told they don't have the capacity to check my phone. They explained to me that they would be able to scan my device if the fraud happened on my computer but because it was on my cell phone, they were unable to assist me. I called the XXXX XXXX customer service number again and explained my situation again. They suggested I call XXXX XXXX  to see what they could do. I contacted XXXX XXXX through text ( I still have the entire text thread ) and explained what was going on. They were able to schedule a phone call with me that evening. The person who called asked me to explain in detail what was going on. He suggested I download a malware app to scan my device to see if my device is compromised. He was unable to provide me with anything in writing suggesting that I did not commit the fraud. I filed a police report and am waiting back for the pdf form. I am unsure if the malware app would be sufficient enough to prove my phone is compromised. My bank said that the police report may help. I did some research and found some numbers associated with the number that took my money as well as names associated with it. The numbers I found are ( XXXX ) XXXX, ( XXXX ) XXXX, ( XXXX ) XXXX, ( XXXX ) XXXX XXXX. The names are XXXX XXXX, XXXX XXXX, XXXX, XXXX XXXX and XXXX XXXX. An email address associated with XXXX XXXX is XXXX. I was looking for apartments last month and provided information to answer the supplemental questions. 
The websites I used were XXXX, XXXX, XXXX, XXXX, XXXX. I was able to get in touch with the owner of the property and he informed me that he listed the property on XX/XX/, I saw the property online on XX/XX/. We communicated back and forth with him stating the unit was illegally posted and the number on the unit was not his phone number. I also reported this crime to the FTC as well as the FBI Cyber Crime Unit. I did some research and saw on the XXXX XXXX XXXX  website that this subject was covered in an article talking about victims of XXXX fraud so I reported my situation to them as well.

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