Consumer complaint received 2022-12-13
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CT
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
Good Morning Sir/Madam : I am contacting you in order to get the word out and also to spread awareness about the security failure that I am currently experiencing with the Bank of America so that future incidents like mine could be prevented and also for Bank of America to put in place a better security protocol than the ones they have in place.

This is my story of how the Bank of America is helping my hackers : This started as I was abroad for school ( in the XXXX, XXXX XXXX ), I have received a message XXXX saying that following message " XXXX : Due to our recent update, we require our users to validate their number to avoid Disconnection. Reply with 1 to validateyour number on file. '' like so, I did comply and replied back with the # 1 as I have been instructed in the message I have received. Afterwards I have received a message saying " Not registered on Network '' referring to the phone number, I did not really think much about it at the time because I have a pre-paid line with Simple Mobile and this tends to happen from time to time and I have to call them and spend hours with them on the phone. Since, I was in the XXXX I could not call them and did not think it was a big deal since I deal with it every now and then. Then on XX/XX/2022 I received a message from Bank of America at XXXX XXXX. stating that I have added XXXX ( XXXX ) as this unknown individual/s set up XXXX in XXXX checking account ( for the records I never used XXXX or XXXX had it set up in my account ). A second email comes in at XXXX am. from Bank of America stating that I have transferred {$10.00} to XXXX, then a third email from Bank of America comes in at XXXX p.m. stating that I have transferred {$3400.00} to XXXX ; therefore, a total of {$3500.00} was stolen from my Bank of America checking account through XXXX that this unauthorized individual/s have set up. I call the Bank of America and explain to them that these transfers were not made by me and that I request my online access be disabled and required in-person identification and that no other accounts or services should be allowed until in-person presence and identification was established. My mom bought me a ticket in order to come on Wednesday as I could not come earlier because I had a mandatory exam on Wednesday that I had to take. Thursday, XX/XX/2022 at abouXXXX XXXX XXXX  I went to the Bank of America branch located XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX in person. I was helped by XXXX XXXX, I have stayed at the bank for over 2 hours trying to get the rest of the funds out of my checking account. However, I was told to keep the checking account open as the XXXX claim refund of {$3500.00} would be returned to the account, I was assured that the account was frozen and funds would only go into the account and not out of the account. Of course I had to go back to school in the XXXX as the semester is not yet over and would not be coming back until XX/XX/2022. About 1 week or so goes by I have received a letter stating that the claim was approved and refund of {$3500.00} was put back into my frozen checking account -- this did not last long until the unauthorized individual/s managed to take the {$3500.00} the same way the second time as they did the first time ( through XXXX ) XXXX Even though I clearly stated that the XXXX transactions was not made by me and that my phone number was hijacked and that I am a victim of identity theft. Not only did this individual/s manage to take back the {$3500.00} from the " frozen '' account, they managed, through the phone ( because they have my phone number ) to open up a business checking account, as well as 2 other accounts one of which was a credit card all to my name. Whenever, I call the Bank of America to dispute a claim they claim that they can not access my account unless I have the phone number, even when I go in-person to resolve any issue they still use the phone number. I have pointed out many times that my phone number is hijacked and no longer have access to it and that a phone number should be treated as a temporary means of security as it can get lost, stolen, or hacked ( like in my case ). Today, XX/XX/2022 I have made an appointment for XXXX p.m. to go into the Bank of America XXXX : located at XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX in order to resolve this problem, to close all accounts with Bank of America, and also to request a check to be refunded to me in mail instead of the checking account since this individual/s get to the funds before I do.

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