Consumer complaint received 2021-02-12
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
It was on XX/XX/2021, a # XXXX called and claimed that they were from the ICE, I panicked because I wasnt sure why they would call me. The woman claimed to be XXXX XXXX ( when I XXXX the number ID results for ICE did show up ), and said that I had violated a law and that I was under arrest for trying to hide my identity. She proceeded to making me read some laws and information on the website about hiding identity and not having an alien number since I am an international student. I had never heard about needing to update alien # s and so I was very nervous for not knowing this piece of information. She then threatened that I couldnt involve my family or tell them I'm on the phone with the ICE or they would be resulted in arrest as well. She said an email was being sent to me regarding my arrest and I must do everything they say. She transferred me to a police phone # XXXX ( I searched on XXXX and the local Policed department showed up ), who claimed to be sergeant XXXX XXXX, and the police said that I must pay a bond under a limited of time in order to get out trouble. And that the bond is {$3600.00}. 
He then transferred me back to the ICE and she told me that I must cooperate because I only have 40 mins to pay that bond and I must follow all instructions or I will be arrested immediately. 
I was fearful of my life and was under the act of threat for my family 's safety and my safety so I followed through. She monitored me through an app she made me download and told me to wire {$2000.00} to a federal attorney and {$1500.00} to a state attorney. When I did, she claimed that it wasnt going through and emailed me a check saying it will be sent back to me. She then threatened that I need to be quick because time is ticking and I need to go to a nearest bank and cash out {$6300.00} to get money order. 
when I did, she proceeded to guide me while monitoring me, to a XXXX XXXX and told me to buy {$2000.00} worth of gift cards. However, they could only sell me {$1500.00}. She made me scratch the cards and provide her with the # s. Then monitored me to a XXXXXXXX XXXX XXXXXXXX, where I bought {$2000.00} XXXX gift cards. I was left with {$150.00} cash. 
All the while, in my mind I only thought about how scared I was and how I didnt want to get arrested. I was blinded by my own fears. It wasnt until I received a text from XXXX that claimed that the XXXX gift cards didnt work.. and she asking me to go to a different store, that I realized shes trying to empty out my bank. When I made it known, she told me to hold on and she hung up. I couldnt get in contact with her again. 
I called the police, filed my report. I thought they were helpful but nothing has been done. 
I am now left without {$7000.00} and a lifetime of shame. 
I called the my bank ( Bank of America ) immediately after the incident and asked if they can cancel the transactions that was listed as 'processing '. I thought they were able to help but they informed that they couldn't just cancel it due to legal issues. They proceeded in telling me to file a dispute so that it can be investigated. 
I also called XXXX and XXXX XXXX customer service to assist me in canceling the gift cards, however they said the cards had {$0.00} balance. I asked what they had bought, XXXX XXXX said they bought some internet service thing ( I'm not exactly sure what that is ). As for XXXX, they had bought different products that were scheduled to ship out. I asked if they are able to cancel the purchase, and XXXX couldn't assist me. Both companies said that the purchases were made in Delaware ( not where I live ). 
After many phone calls with the bank and emailing all the information I have regarding the scam, they asked me to wait 10 business days for the investigation to process. When I called on the 10th day, they claimed they didn't receive my documents. They provided a fax # for me to fax all the information to them so I went to the local bank and sought assistance in faxing all the documents I have. I called immediately after my document was faxed over and the lady asked for me to call again a few days later because they haven't received anything. 
When I called again a few days later the person in the scam department told me they still haven't received anything yet and that even if they had the documents, it wouldn't help the case because what I have filed is a scam and not a fraud. He proceeded to telling me that a scam is when I willingly transferred the money to someone. I ensured him that I did not willingly just give away my money to a stranger. I was under the act of threat of my safety and my family 's, therefore, it was a legitimate fraud case. But he insisted that it was a scam and with a scam case, all the bank can do is contact the receiving bank and check the person 's account and see if they can retrieve the lost fund and that there's nothing else they can do. I was appalled by his words and because I have provided all the information I can to prove my case as a fraud and yet I felt like I was being shut down. I then asked if I can receive all updates in writing but haven't received any updates. 
The money that was lost is not simply just money that's being put up. It's to pay for my brother 's tuition and our living expenses. If I had 'willingly ' wired this money, it wouldn't be to a couple strangers.

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