Consumer complaint received 2021-12-02
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
To whom it may concern : On XX/XX/XXXX, I was the victim of a fraud, and my bank accounts were withdrawn. That day, I was at work around XXXX, I checked my accounts and noticed that my personal account with XXXX XXXX was drained with unauthorized transactions on the amount of {$4400.00} between my checking and saving account. 
Hackers gain complete access to my accounts online and were able to transfer from the saving account to the checking account and then make another transfer through XXXX on the amount of {$3600.00}, And transfer from the saving account {$800.00} to a XXXX XXXX These transactions were made on XX/XX/2021. I didnt receive any email notifications or text messages from XXXX regarding these transactions, I found out when I accessed my accounts on XX/XX/2021. I contacted XXXX and reported the transactions as fraudulent, and they started an investigation. 

While I was on the phone with XXXXXXXX XXXX reporting the incident, my call dropped and I had no phone line on my mobile XXXX, this happened around XX/XX/XXXX. This was strange and thought it was a problem related with XXXX connections, I contacted a family member ( owner of the account ) from my work phone and explain what happened, he started calling XXXX customer care help line and was told that my cell phone number was changed to another sim card and thats why I didnt had service ( my sim card was deactivated, was swap to a different phone, without authorization ), because nor me or him authorized this change, they started the process to revert this action. I regained access to my phone line around XX/XX/XXXX. Attached screenshots of the messages received from XXXX regarding the changes made below : At the time that I gain access to my phone line, I was on my way to XXXX to make the formal claim, I started checking my personal account and my business account for with Bank of America and noticed that hackers gain access to those accounts too and retrieve {$20000.00} from my personal account and {$15000.00} from my business account. 
They used the same procedure and gained complete access to my accounts and made transfers from the savings account to the checking account and made wire transfers from there. They tried to continue but more transactions, one transaction for {$2000.00} from my personal and another one for {$3000.00} from my business account but Bank of America declined the transactions. 
I started calling Bank of America customer care line to explain what happened and start the dispute process with them, and put a lock on all my accounts affected, including my other two accounts that I have with them, personal and another one for a business that I have with my wife to prevent a future damage, these accounts were linked with the same online username. 
I dont have any idea how these hackers gain access to my accounts, I never shared or facilitated my login information to anyone, I have 2 step factor authentication on all my accounts. I dont recognize any of the transactions made on XX/XX/XXXX including the internal transfer made ( from savings to checking ), I dont recognize or authorize any wire transfer made that day. Im assuming that everything happens when I lose access to my phone for almost 2 hours, and they gain access to all my accounts, phone and text messages allowing them to hack my accounts. 
Attached screenshots of the transactions made from XXXX to XX/XX/XXXX, same time that I didnt have access to my phone below : Since day one, all the claims with Bank of America have been made over the phone, I went to different branches and I couldnt find anyone that could assist me, they never asked for additional information, I offered several times from my claim with XXXX and advised them that I filed a police report, Bank of America representative told me that they only need, amount to claim and confirmation that I didnt do or authorized these transactions and wait 10 business day and they will release my money. 
On XX/XX/2021, I received a letter stating that my claim XXXX was denied and determined that transactions were not fraudulent and claim XXXX {$15000.00} is pending. 
I totally disagree with the response from Bank of America because they never asked me for any additional information stating that wasnt necessary. Same day that everything happened, I filed a Police Report, placed a fraud alert/freeze on my credit with the 3 major credit bureaus. I have filed a complaint with the XXXX " XXXX XXXX XXXX XXXX ( XXXX ) '', FTC identitytheft.gov. changed all my passwords, usernames, pin numbers, email, phone number including the operator. 
Has been an exhausting and frustrating days, I cant work properly because all my money is on hold and waiting for a response. On XX/XX/2021, they asked to send by fax XXXX any information that could help and support my claim to reconsider my personal case y to help with the other claim that was still in process and help to resolve and make a final decision. 
On Friday XX/XX/2021, I sent by fax all the information required for the two claims with Bank of America. 
On Monday XX/XX/2021, I called to verify if documents were received and check on the status of the claims. A Bank of America representative informed me that the documents were not received yet and can take up to 72 business hours to process. They told me that I can check back on Wednesday XX/XX/XXXX. 
Bank of America claims : ** Claim # XXXX {$20000.00} denied ** Claim # XXXX {$15000.00} ( pending ). 
XXXX # XXXX ( denied ) I have been calling every day to the fraud department of Bank of America , every time talking with a different agent, sending evidence and proof that I had for the case, and I still do not have any answer or money back for the problem. 
At the time that my phone was disconnected ; the fraud was made and my money was withdrawn from my accounts, because they were able to received sms as 2 step authentication, change password hack all my information, and to login into my accounts and they were able to transfer out from bank of america {$20000.00} ( XXXX XXXX XXXX XXXX personal account, {$15000.00} ( XXXX XXXX XXXX  ) business account, my major complaint is with Bank of America, because since day 1 of the problem, they did not help me or returning or provide me crediting for the amount instead they have declined to different case. I have been dealing with my daily expenses and all my budget with a credit card because all my savings and money to work it is still in process. 

XXXX XXXX  but they respond almost immediately accrediting the total amount of {$4400.00} while they investigate and I have provided them all the documentation I had. 

It has been more than a month already, and no update at all. I am really worried about that problem. That is why I am contacting you for help.

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