Consumer complaint received 2019-06-11
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
This incident occurred on XX/XX/XXXX and the money was stolen from me through XXXX XXXX. I work for a XXXX XXXX app called XXXX. I received a job offer through the app and I accepted the offer. Upon accepting the offer, I immediately received a phone call from XXXX. This person claimed to be XXXX  support and they told me that they were reaching out because my payment method was not up to date and my XXXX account could be suspended as a result. They told me that XXXX was switching from XXXX to XXXX XXXX in order to make it easier for XXXX  XXXX   to get paid. They told me that they needed to verify my identity and they proceeded to send me a code through XXXX XXXX which they made me read back to them in order to verify my identity. Once I got off the phone, I checked my bank account and saw that my checking account balance read - {$1600.00} and my savings account read {$260.00}. Prior to this incident, I had up to {$1900.00} in my savings account and {$200.00} in my checking account. The thieves transferred {$400.00} out of my bank account at XXXX. They then proceeded to transfer {$600.00} to XXXX XXXX user with the cash tag $ XXXX at XXXX. At XXXX, they transferred {$800.00} to XXXX XXXX user with the cash tag $ XXXX and the full name displayed for this profile is XXXX XXXX . At XXXX they attempted to withdraw {$200.00} at a XXXX XXXX XXXX in XXXX XXXX , New York but it was declined. They tried once more and they were successful in withdrawing the amount. They also withdrew an additional {$190.00} at the same XXXX & XXXX at XXXX. Lastly, at XXXX they withdrew {$2.00}. I immediately called Bank of America while these transactions were processing and asked if they could possibly reverse it and they said they would not. I was told that they were launching an investigation into the matter. I reached out to XXXX XXXX and they let me know that they were willing to comply with the investigation but they needed Bank of America to reach out to them. XXXX XXXX told me that they would let me know as soon as Bank of America reached out. I never heard back from XXXX XXXX so I am assuming that Bank of America never sought them out. On XX/XX/XXXX, I filed a police report and I also filed a report with IC3. I provided the case number for my police report to a Bank of America representative. As of XX/XX/XXXX Bank of America has concluded their investigation into the matter and they have decided not to refund the money that was stolen back into my account. They believe that these transactions were authorized despite the fact that I have provided them with a police report and have repeatedly stressed that I do not know nor am I affiliated with the people who stole from me. While I have been a frequent user of XXXX XXXX since XXXX, at the time that I was robbed, I hadnt used the app in about two weeks. The people who stole my money were not in my contacts list or my XXXX XXXX friends list either. In response to the denial of a refund, I called the bank once more asking what I could do to resolve the matter and I was told to fax over the police report that I had already previously provided them with. On XX/XX/XXXX I faxed the police report along with a written statement once more explaining the situation to them. I have not heard back regarding my recent actions.

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