Consumer complaint received 2023-08-11
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NJ
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
Fraud was committed on XXXX XXXX and is in review still with BOA analysts who say they know where the money went but the bank it went to will do nothing about it as they do not want to offend bank customer ... .Please read on On XX/XX/XXXX a call came in from BOA XXXX after XXXX, I can verify exact time through my XXXX call log. I recognized the call coming in as I call BOA @ that # whenever I need to. All I remember is a man with a XXXX accent was calling me from BOA and said that someone from XXXX was trying to hack me. I trusted the call and reacted to his sense of urgency and was immediatley in a shock & scared mode to act quickly. He said there were two amounts that someone was trying to take from me. He said don't worry XXXX XXXX we will fix this on the computer, we have to do this on the BOA site through the XXXX XXXX. He first said, lets do this together on your phone, I said, No, I want to do this on my laptop, it will be clearer and thats what we did. He guided me to go to the XXXX portion of my account and was instructing me to reverse the transaction by putting my name in on one line and on another line an email address. What he was telling me to do was not working and I was frustrated cause I thought I was dealing with an untrained BOA customer service person. He then transferred me to another XXXX speaking man who instructed me to do the same using my name for the money to be transferred back to. This man used similar but slightly different instructions and he said do u see the transaction went through. I said, I don't know, I'm confused. Then the call got dropped, and my phoe rang from a number # XXXX XXXX ... It was the same man I was just on phone with & thats when I got scared because I asked him what number he was calling me from as it was not the BOA # and he said it was his private line, don't worry, and wanted to help me with the other amount that someone was trying to hack in XXXX, thats when I hung up. Thats when I ONLY thought that maybe something was wrong. I immedietly called BOA at their XXXX XXXX XXXX # was on hold for a while as usual and when the CSR picked up she said that there was XXXX processing out of my checking account. I said, stop it. She said I can't. Then I was asked for all the details. BOA CSR said, we would never call you for something like this to me. I said thats not true, years ago BOA called me to ask if I was shopping in a certain store & I sadi no and they said, ok, all good, someone is trying to hack you but we have it under control. I am not someone who can easily be hacked, I never even knew what spoofing was until this incident. I immediately changed my checking account passwords, even though BOA never suggested to. I filed a police report in XXXX NJ the next day. I called BOA fraud line every day to every other day. Each representative says something different re : my money recovery. BOA said that they were well aware of these XXXX spoofing scams. I then asked.. '' Why don't you send urgent eamils to your customers with the Subject Matter portion of email saying... Beware XXXX XXXX XXXX XXXX XXXX BOA has been useless, the reps lie, and say this because what one rep tells me on one day, the next day the other rep say is untrue. I have contacted them via fax as a CSR on XX/XX/XXXX said that all my money was coming back to me and BOA was covering me because of this type of scam. Next day a diff rep said that he did not know what he was talking about, hence I requested the call to be pulled up and reviewed since they are recorded. BOA has lost my trust, and I will soon no longer be a customer, I just need help in any way to recover mu money and report BOA 's horrible support.

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