Consumer complaint received 2023-09-13
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
XX/XX/2023 My cell phone number was stolen from and transferred from XXXX XXXX to another carrier. XXXX promised a resolution in XXXX hours. 
XX/XX/2023 I received an email from BOA XXXX - direct deposit cash advance for XXXX XXXXXXXX against my BOA credit card to a XXXX  account. I do not have an account there. 
I forwarded the email I received to XXXX stating that my cell number was stolen and I did not authorize this transaction. No reply or acknowledgement of my email was received. I phoned the fraud line and explained the situation ( I didnt make note of who I spoke to ) and was told that it was a phishing email. 
XX/XX/2023 I called BOA Fraud line again ( XXXX ) who passed my call to the balance transfer department ( XXXX ) who took my information and passed me back to fraud ( XXXX XXXX who cancelled the credit card. I removed the stolen cell phone number from on-line banking at BOA and checked for other fraudulent transactions. 
I received email from XXXX XXXX  asking me to rate my call on XX/XX/XXXX ( XXXX XXXX ). I did not have a phone call with XXXX XXXX. Phoned and spoke to their fraud department ( XXXX ) and was told that a female impersonating me was trying to get a replacement card but hung up when she failed to answer the security questions. She knew my SSN, credit card number, DOB, address & my email address. I cancelled the credit card. 
XX/XX/2023 I received email from client feedback at BOA asking me to rate my call experience with XXXXXXXX XXXX. I never spoke to this person. BOA still reacting to the cell phone number that I advised them was stolen. 
I received an email from customer service at BOA that they were processing the cash advance of obviously ignoring the fraud claims previously filed. 
XX/XX/2023 After cell phone carrier failed to retrieve my stolen cell number, we had to open a new account to get new numbers. 
XX/XX/2023 BOA processed the XXXX XXXX  ( + {$570.00} transaction fee ) transfer against my credit card despite my phone calls and visits to the bank. I scheduled another in-person meeting with XXXX XXXX at the local branch who was able to discover that that BOA was still accepting the stolen phone numbers IP address as verification and proceeded with this transfer. XXXX asked that the fraud cases be reopened. 
After the visit, I phoned the BOA fraud line again and they still asked for my stolen phone number for verification. After repeating the story, I asked why this number was still listed and how to get it removed as a reference. 
XX/XX/2023 Received another letter from BOA that again, the fraud claim had been closed again with the statement that I had verified the transaction. This was a repeat of the previous letter and BOA had again accepted the stolen numbers IP address from those impersonating me. 
XX/XX/2023 Phoned the fraud line telephone number on the BOA letter and spoke to XXXX. It was as if they were hearing this story for the first time. I explained again that my cell phone numbers were ported ( stolen ) and the thieves were using my phone number to verify banking transactions. XXXX reopened the fraud claim for the second time. Also spoke to XXXX. 
XX/XX/2023 Went to XXXX  bank to see if they would provide information on the account to which the XXXX XXXX was deposited they would not. Then visited BOA local branch again then I called BOA fraud line ( XXXX ) and had to recount the entire story again ( on the phone for over XXXX hour ), provided police report number.

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