Consumer complaint received 2023-02-16
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
It appears I am a victim of a growing XXXX fraud scheme. I have tried to resolve the issue with your support center only to be transferred between different teams. During this merry go round I have been given different answers to my questions including erroneous account status information. 

My particular scam included an initial text to me from the fraudsters posing as Bank of America with the last four digits of one of my accounts along with the last four digits of my debit card. It had a list of transactions that had been noted on my account they wanted to verify. I am searching now for that text to provide to you, however, I deleted it to ensure my safety. Two of the transactions listed were XXXX transfers. It looked and sounded legitimately from the BOA. I reviewed and replied back the transfers were not mine. They replied back with a messages that a member from the BOA fraud team would be calling me shortly. As you have undoubtedly surmised, unbeknownst to me, the fraudsters called and posed as the BOA fraud department. 

They assured me they could get the funds back into my account. ( I did look in my account and verify the two fraudulent transactions had been made. ) so I thought they were working on my behalf. 

The fraudsters had me log in and go to the XXXX  account and to go to the online transfers/wire transfer section. They told me we would make one large transfer to get the funds back into my account. I did go through the steps they led me through to get the funds back into my account. However, I got hit with a triple whammy. The reimbursement was actually another transfer OUT of my account. I lost the initial two XXXX  transactions as well as the supposed transfer. All totaled, I lost just over XXXX dollars. 

My frustrations are many because it appears there arent adequate safety measures through XXXX to protect my online banking. I know there are others that have fallen for this same scam. I am now aware through discussions with security knowledgeable folks that I need to check the number at the top of my text messages. It should never be a phone number. 

I am further frustrated that upon talking to different teams in BOA customer support, they had me verify who I was by providing my phone number. Then, we would move forward by them calling me back. I have been repeatedly told NOT to answer or give information to someone calling from the Bank of America. I hope you can see how this is very confusing. Do I or dont I answer phone calls? Do I or dont I respond to text messages from the Bank of America to verify charges? Confusing, but, my answer is no. I will not respond. I dont know how to get help when the support team calls me!!!! 

I asked for my calls on the day of the scam which I made to the BOA teams to be transcribed and reviewed. I was told I would need a subpoena. I was then given an email address video.subpoena.requestat.BOA.com to go to and submit my request. After swirling around a few times I figured out that web address was wrong. I called your legal department but again, they were only able to help credit/check fraud. Not Helpful. I now understand I need a lawyer to go to the judge for a subpeona so I can get the recorded calls of MY OWN CONVERSATIONS!!!! 

I believe I am due my funds back. I have spent countless hours ( 8 ) trying to show I have been scammed. To make matters worse, I am repeatedly thanked for being with Bank of America for 42 years. As my initial claim was denied, I dont feel appreciated. That makes a difficult and frustrating situation worse. 

Can you help resolve this matter? If not, I will have to take further action and I would prefer not to do that. I feel totally mislead, victimized and unprotected by the online banking from BOA. Im not asking for money that is t mine, I am asking only for reimbursement.

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