Consumer complaint received 2022-02-16
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MO
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX I received a text stating it was from the Bank of America and asking me if I had authorized a withdrawal on my account. I responded no. About 5 minutes later my phone rang and my caller ID said Bank of America, so I answered. A man on the other line said he was from Bank of America calling because someone was attempting to take money out of my account through XXXX. He said he would help me reverse it so that they didn't take my money. He had me go in and send the money supposedly to myself. I followed his instructions and when it was done he actually hung up on me. So I immediately checked my account on my mobile app and the {$3500.00} was gone. I immediately called the number back and connected to Bank of America where I told a young woman what had happened. She said I had been the victim of a scam and that the money was gone. I told her I was on vacation with my grandson and that the account was now empty. She said she would expedite the request to have the money returned to my account while they investigated. She said it could be there in 10 days and to call back if it wasn't. She said it could take 10-45 days though since I called so quickly I should have it in 10. Well, I didn't so I called on the 10th day and spoke with the bank and the woman I spoke to said she would send an expedited request for it to be returned and I could check again the next day though I would likely have to wait 10 days. So still no money and in the meantime I'm having to use my credit cards to pay for things. Then I called again and was told basically that the people who previously had told me I would get my money didn't understand the process though I definitely would get my money back because of how I had been scammed and that she would put it through because she had done it for several people who had been victimized in the same manner. She told me I would have my money on XX/XX/XXXX at the very latest. We were speaking on XX/XX/XXXX. So I called again on the XXXX  when there was no money and they said I wouldn't be getting my money. They would not tell me why nor would they give me anyone to talk to who would. I called again on the XXXX and spoke with several people. I was passed along from one to another. I was told the persons making the decision about my money had no name or contact info available. I was told that they were waiting on the person who received the money to return it and that would be the only waybI would get my money. I asked if they were actually asking me to believe that a criminal was going to give back the money they stole just like that? It was unbelievable. They tild me it was my problem the money was gone and that I signed paperwork stating I would only send money to people I knew and trusted. I said I did. 
He said you were talking to someone you didnt know. I told him I am now as well. He was super rude and condescending and he then hung up on me.

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