Consumer complaint received 2023-08-05
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NH
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I received a phone call XX/XX/XXXX from a phone number I recognized. I answered the phone and it was an agent stating they were from Bank Of America and were monitoring my account for possible fraudulent activity and that my account was being comprised. I confirmed the number with the caller as BOA when my friend dialed back the number from her her phone and it was BOA 's general answering message. Then I did question the authenticity of caller and replied BOA will never ask you for a personal information and you will be on a recorded line. This was how you could differentiate from a scammer. He was polite and seemed caring to help me with my possible fraudulent activity from being processed. He stated not to worry there was only a few steps I needed to take. First was to copy a code down and send that to myself over XXXX. I have never used XXXX before and I have had BOA for 30 years. Therefore in my opinion any transactions should have been flagged. I did the transaction as I was instructed to. First one was {$1900.00} and the second was {$1400.00}. I also received a confirmation code from BOA in a text stating the transfer is complete. He then told me to refrain from going online for 24hrs but I could still use my card for purchases without issues. He said someone would call back the following day to review account activity and determine if account needed to be closed. Saturday XX/XX/XXXX I received another call from same number which I identified as BOA. Agent answered and confirmed my name stating He spoke to me yesterday and was following up with my claims and account activity. He did stated there were log n attempts from XXXX XXXX and another state I don't recall. He said no to worry it was blocked. He also stated my transfer attempted yesterday did not go through. He said he would walk me through the steps again and this time it would be quicker bc my information should be stored. So I did the same transfers back to myself for the same amounts. I once again was told do not log back in for monitoring this was first thing Sunday morning. When I got home from work Sunday I had an uneasy feeling and decided to login to check on account. It was then I noticed thousands of dollars missing from my balance and saw these pending transfers. I immediately called the bank still not knowing what was going on Thinking I did not block the transfers and it was the real agent from BOA that said I was being scammed no one had called me from BOA. I reported the incident with fraud department at BOA who reported it would take 10 dats for claim to process .They also said most likely I would not get my funds back. They were able to stop the last 2 transfers but not the first 2 totaling over {$3000.00}. I also filed a police report and a claim with the Federal Trade Department in which I received a report number. I also faxed copies of the test messages and calls from the " spoofed BOA number '' per police dept to BOA fraud team for my case review. On Monday I received another call back from the scammer attempted to do the transfer for a 3rd time. I reported this to police and BOA who stated there was nothing more they could do. I am looking for help in getting my funds back. Please help 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 monetary relief