Consumer complaint received 2019-03-27
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TN
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
Thursday, XX/XX/XXXX : My computer has a virus, affecting all internet browsers on my computer. 

Friday, XX/XX/XXXX : " XXXX, XXXX '' add themselves to my XXXX, attached to my checking account ending in XXXX, per Bank of America records Saturday, XX/XX/XXXX : I reboot my computer and restore it to factory setting to remove the virus. 

Monday, XX/XX/XXXX : " XXXX XXXX '' transfers {$2200.00} ( XXXX transfer CONF # XXXX ) to themselves from my checking account Tuesday, XX/XX/XXXX : 1. XXXX XXXX transfers {$1900.00} ( XXXX transfer CONF # XXXX ) to themselves from my checking account. 
2. I login to my Bank of America online account, which is when I discover what is happening. Bank of America did not alert me to the fraud. I call Bank of America that afternoon. 
3. On the phone, I have my account frozen, then closed ( see emails dated XX/XX/XXXX and XX/XX/XXXX ) 4.  While on the phone, I log in to my online account change my account information username and password ( see email confirmations from XX/XX/XXXX ) 5. I have a new checking account opened and my remaining money transferred into it ( see email welcoming my new account dated XX/XX/XXXX, and notice of all remaining money removed from old checking account dated XX/XX/XXXX ) 6. I have new checks for my new account ordered ( see email from XX/XX/XXXX ) 7. I delete my phone number and all contacts from XXXX ( see email from XX/XX/XXXX ) Wednesday, XX/XX/XXXX : 1. I have an appointment at Bank of America 's financial center at XXXX XXXX XXXX, XXXX, TN, XXXX with XXXX XXXX, Relationship Management ( see email from XX/XX/XXXX ) a. I am told that Bank of America will handle the investigation and not to contact XXXX b. I am told I do not need to contact the police or the investigators. I am told the investigators they will contact me as needed and tell me if I need to contact the police. 
c. XXXX am told I will be contacted by mail, at XXXX XXXX XXXX XXXX, Washington DC, XXXX, which is my address of record with Bank of America. I verbally confirmed this address on XX/XX/XXXX d. With him, I closed my saving account ending in XXXX and opened a new one ( see emails from XX/XX/XXXX and XX/XX/XXXX ) Monday, XX/XX/XXXX : 1. A letter is received at XXXX XXXX XXXX XXXX, Washington, DC in regards to claim number XXXX. The letter is dated XX/XX/XXXX. My name is misspelled as " XXXX XXXX XXXX XXXX XXXX XXXX '' [ sic ]. The letter states that " the transaction was authorized by you which is false. For this reason, Bank of America wrote that we? re respectfully denying your claim [ sic ]. This is the first communication from Bank of America since XX/XX/XXXX in regards to the claim. 
2. I immediately called XXXX, the number provided in the letter, and spoke with XXXX XXXX then XXXX ( spelling uncertain ) in the claims department. XXXX informed me that my number ( XXXX ) would be given to the back office so they could call me back and explain why my claim was denied. XXXX also provided an address to send the claim. I am still waiting for that call.

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