Consumer complaint received 2021-09-24
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NV
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
Bank of America breach of contract. 
There is a hug scam going on with Bank of America and scammers pretending to be Bank of America customer service associate, these scammers have account holder send money to themselves using XXXX, instead of the money going to the individuals accounts, or reading error it magically goes to their scammers account, without using their email or phone numbers. 
They even used a Bank of America customer service number to achieve their goal. 
Here 's the dilemma XXXX and Bank of America has the statement saying 1 email and 1 phone number per account, you can not send money to yourself it will be block, but somehow these hackers found the way around, which is no fault of my own nor my responsibility. I've been battling this for about 2 months I have not received my money back, despite the fact of a banking error. 
I received a call XX/XX/XXXX around XXXX XXXX some a scam/ fraud artist, claiming to be a Bank of America associate. The individual was really convincing and the individual walk me through the usual protocol that Bank of America uses for customers to properly identified themslefs. They told me they receive alerts from my bank card being used atm in XXXX GA. 
They told me that they were going to shut my card down, and in order to use funds for emergency usage I needed to XXXX money to myself using my own email, upon interaction with scam/fraud aritist it sounded kind of strange, but looking at the caller ID it was the actual customer service number Bank of America uses , when I asked to speak with a manager, the scam/fraud artist made numerous excuses on why not to, so I called Bank of America myself and spoke with a supervisor about this new protocol they're doing, I was informed that this is something Bank of America do not do , by that time the payment was already sent to my email, I was told by the fraud department that this is a new scam that is currently going on now and there looking into cases that are similar to minds, each week I've been following up with Bank of America involving my claim .

Believe that the scam artist probably once worked for Bank of America at some point or some time because that engaging was really smooth The fist contact was XX/XX/XXXX went the first took place issue, I immediately called Bank of America and filed a claim, Than I took a more aggressive approach specking with ( Managers/Supervisors ) I have spoken with the fraud ( Manger : XXXX XXXX badge number : XXXX ) XX/XX/XXXX and Ive spoken with a ( Higher Supervisor in the Fraud Move Money Operation : XXXX XXXX ) XX/XX/XXXX in which he claim he sent multiple emails to different high level manger but no responds. While following up weekly with different customer service associates, Whom I have no name or badge numbers.

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 monetary relief