Consumer complaint received 2023-11-08
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
The issue .XXXX a scammer called me and had access to my online account, took {$2000.00} off a Credit card, {$500.00} from my savings.XXXX those were added to my checking account then issued a {$5000.00} wire transfer.XXXX The BoA people called with caller ID " Scam Risk ''.XXXX I don't answer, they left a voicemail there is Fraud on my account, and I needed to CALL THEM to confirm it was NOT me... ( I have the recording and transaction ) also, an email saying the same. I called XXXX minutes AFTER the scammer issued the wire from my account .XXXX BUT BOA had released the money .XXXX {$5000.00} .XXXX to a XXXX XXXX account and they said they had the last XXXX of the account. They said on XXXX XXXX XXXX They would have it resolved in 45 days. 
I had to take money out of my XXXX to pay rent. THEY DID NOT CARE and showed compassion when I call. I Sent documentation to them. I am a XXXX  year client. XXXX XXXX XXXX. 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 
Introduction On XXXX XXXX XXXX Scammers wired XXXX out of my BoA account. I talked to BoA XXXX minutes after they allowed the wire transfer to a XXXX XXXX account. When the scammers called me, they had access to my account. During the call with the Scammer, BoA called me and the caller ID said Spam RisK so I did not answer. 
.XXXX XXXX XXXX 
The BoA Fraud Dept said they had the last XXXX of the XXXX XXXX account feel good about retrieving the XXXX. I asked if I needed an attorney, and they said that was my choice, but it shouldn't be necessary. 
The BoA security FAILED .XXXX in XXXX areas, which I documented to them ( and below ). 

The BoA Fraud department said they would resolve this in 45 days. Well? FAILED AGAIN They have NOT reached out to me proactively since the incident. They know they messed up. 
XXXX XXXX 
At the time of the Fraud : BOA Called and emailed, saying they would NOT release the funds until I called them back. I have voicemail and email BOTH stating that.. I called XXXX min later and they had released the funds. XXXX XXXX MAJOR SCREWUP Background Details ( attachments I sent to BoA ) are included. 
On XX/XX/XXXX, around XXXX XXXX, I was on a business call, and I was getting multiple texts from BoA ( that were actually scammers ) and a phone call .XXXX he was a scammer but said he was BoA, saying there had been a wire xfer on my account, which they suspected was fraudulent. The texts looked like the BoA text I normally get. 
XXXX XXXX 
They ( scammers ) asked me several questions. They were in my account already XXXX XXXX and they were telling me about XXXX transactions I had made in the last 3 days. They said my account was locked and not to log on. I didn't share my password or my ID. They obviously werent challenged for the login from a new Device. 
I got a call when they were still on the phone from an XXXX XXXX  that said, " Spam Risk '' XXXX XXXX so I didn't answer. THIS WAS BOA Calling. 
XXXX XXXX 
The caller left a voicemail. I checked the voicemail from the " Spam Risk '' call ; it was BoA, saying they suspected fraud. So, I called them back and had them on the phone XXXX minutes after they contacted me and the wire transfer of {$5000.00} had been release from my account to a XXXX XXXX account. BoA has the last XXXX numbers of the XXXX XXXX account and feels good about retrieving the XXXX. 
XXXX XXXX 
To do this, the scammers got into my account, moved about {$500.00} from my savings account ( all that was in there ), and {$2000.00} off of a Credit Card Account to get {$5000.00} in my checking account to wire to the XXXX XXXX account. The BoA online account security FAILED .XXXX  in XXXX areas, not to mention checks on the other XXXX accounts accessible from the same login. XXXX XXXX  No checks or validation for any transactions the scammers made. 
I also tracked the number that called from a company based in the XXXX, which I found on XXXX ; none of the XXXX employees lived in the XXXX, XXXX were from XXXX. 
I provided BoA with detailed information about the calls from the number, the Texts that were sent from, and the timing of their callsall of it. 
XXXX 
BoA did NOT VALIDATE the receiving company Datacamp Unlimited # XXXX .XXXX 

The most frustrating thing is when I call the Fraud Dept or any BoA number. They answer, " Hello, XXXX XXXX, thank you for being a valued BoA customer for over 39 years ''. 
Really I am disgusted and a 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