Consumer complaint received 2022-01-19
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
On XX/XX/2021, my wife and I became victims of a scam by trying to reach the XXXX Customer Services. During the call, the person who answered the phone ( which we thought was an XXXX representative ) made us transfer {$3400.00} to him via the Bank of America XXXX. 
We reported the scam immediately to the Bank of America. In response the Bank of America sent us two letters which added insult to the injury. In their first letter ( dated XX/XX/2021 ), the bank says that they completed the transfer according to the instructions we provided. In their second letter ( dated XX/XX/2021 ) the bank says that the transfer went to the account we had requested and recommends that we directly contact the person ( the scammer ) which the money went to. 
The sequence of events leading for us to fall into the scammers trap were as follow : Scam ( as recalled by my wife XXXX XXXX XXXX : On Friday, XX/XX/2021, I searched XXXX for XXXX Customer Services. A page with XXXX logo saying XXXX Customer Service with phone number XXXX showed up. ( Please see the screenshots of the scammer webpage and their info. ) I called the number ( XXXX ) at XXXX XXXX  and a man with an XXXX accent answered the phone. I told him that my XXXX case ( which had a magnet ) was broken and asked him if they could replace it. He said he would like to see the broken case and take a photo of it. To do this, he directed me to install the XXXX app ( which I thought was an XXXX app ) on my phone and then said place the broken case in view so he can take its picture. He then said the magnet part should have not been separated, so he will send me a new one which costs {$75.00} but he will charge me only {$15.00}, and later said he will not charge for the case, but I need to pay a {$5.00} shipping fee. 
He then said he needs to verify my identity, and told me to open my bank app with which we pay our bills. I didnt have the app on my phone, so he directed me to install it. He looked at the bank account and said since I am not the primary account holder, he needs to view the account on the primary account holders phone ( which is my husband, XXXX XXXX ). I asked my husband for his phone. The man directed me to install the XXXX app on my husbands phone and then open the Bank of America app. Then he said go to XXXX and type in a code that he will give it to me. I hesitated because it seemed he wanted me to send him money. I told him I dont want to send the money. He said no, I am not sending money, this is just a code and I entered the code ( XXXX ) he gave me. My husband saw what was happening and tried to stop me but it was too late. 
Scam ( as recalled by XXXX XXXX ) : When I saw the BofA Security text regarding the {$3400.00} XXXX transfer on my phone, I replied No, but later realized Yes was entered before my No ( Please see the attached screenshot of text exchanges ). Neither my wife nor I can recall how the Yes was entered on the phone. The money was gone. We told the man our money is gone, and he said he will send it back, and his supervisor will do it for us. 
Another man came on line and said we need to install another app on our phone to allow him to send the money back. My wife and I were stressed out and confused, and hoping to get the money back followed his instructions. He coached us to install the XXXX XXXX XXXX  app ( XXXX ). In the process, he made me provide photos of my drivers license and Bank of America ATM number. I protested and said it looks like I am buying Bitcoins, and I dont want to do it. He said dont worry and this is just to send your money ( {$3400.00} ) back. After installing the app, he told me to enter {$240.00}. I entered the amount, but fortunately it was denied by my bank. Since this was a scam, I requesting the BofA to refund me the {$3400.00}. 

Information about the phishing scam : Date of Scam Attack : XX/XX/2021 XXXX Website from XXXX AXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ID : XXXX Phone number : ( XXXX ) XXXX Transferred {$3400.00} via XXXX 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