Consumer complaint received 2021-08-31
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Fraud or scam

Complaint:
This happened on XX/XX/XXXX with the amount of {$2000.00} in my bank. 

1. My phone got transferred to another company without my permission and, the hackers changed my 4 digit code. I was actually on the phone with XXXX when my phone went dead. I ran upstairs to get my neighbors landline. 

2.Checked my bank account to make sure nothing was happening. Something was I had {$1000.00} being taken out of my account. I quickly called Bank of America. It took my a few minutes to get through I was actually on the phone with fraud person as a second {$1000.00} transaction went through. The person I was on the phone with said : " They could not stop the transaction even though it was still in process. '' I filed a fraud claim. 

3. The thieves used my XXXX account in order to buy crypto currency. I contacted them they said that two transactions could be fraudulent the two from Bank of America. " They also emptied my account but, XXXX has no way of knowing if they were a fraud. '' 4.The person doing my case was either a total XXXX or is there not redeem claims. He asked me if my card was stolen I said no it has been in wallet the whole time. I live by myself no one else has access. They got access through breaking into my XXXX he did not listen. 

5. The bank said they would not give me my money back because I must have authorized the card use. " The card number was used with someone breaking into my account. They did not even look into this. '' The also said : I benefited from this. I am willing to turn over all my records to bank of America to prove this is not the case. 

BofA did nothing to " investigate '' They just looked to see if the card was stolen, physically it was not. I can tell them what happened. They broke into my phone records from there used that to get into my XXXX  account which is connected to my card. They also said : " I had used XXXX before therefore it could not be fraudulent. Yes, I was putting $ XXXX in each week to invest. This does not disprove the 2 {$1000.00} withdraws were not fraudulent. 

{$2000.00} is nothing to most but, it was a lot to me. I was on unemployment and that was most of what I had. 

hanks for your patience while we investigated your case. 

Our records indicate the unauthorized transactions you reported were potentially initiated by a third party who had access to your password, 2-step verification security codes, and your email. The transactions in question are : XXXX / XXXXXXXX XXXX / XXXX XXXX / XXXX XXXX XXXX XXXX Please also report this potential theft to all law enforcement agencies in your area. XXXX is committed to full cooperation in all law enforcement investigations. Please note, XXXX is unable to reverse digital currency transactions. 

To regain access to your account, please complete the following identity verification steps from a computer with a webcam or mobile web browser ( not the mobile app ) : 1. Sign in to your XXXX account using your email and password : https : XXXX 2. Complete 2-step verification as you normally would. 
3. Upload or snap pictures of the front and back of your government-issued photo ID. If you are taking the photos with your webcam, make sure your ID is clearly visible. 
4. Using your webcam, take a live photo of your face. Be sure the photo is well-lit ( natural light works best ) and clear. 
5. Once approved, you will be prompted to reset your password on your next sign in. 

For security reasons, this process usually takes 48 hours to complete but can sometimes take longer. After 24 hours, you should be able to sign in to your account and complete buys and sells. After 48 hours, you should have full trading capabilities restored. For the security of your account, sends will be disabled on your account until the full security period has passed. If you sign in before the security period is complete, youll receive a pop-up notification informing you that sends are temporarily disabled. 

Upon regaining access to your account, we strongly recommend generating a transaction history report here : https : XXXX and reviewing the report for any unauthorized transactions, trades, or cryptocurrency sends. If you notice any unauthorized transactions, please immediately report this activity to all applicable law enforcement agencies in your jurisdiction. 

To access your activity logs, go to your Account Activity : https : XXXX While cryptocurrency transactions are irreversible once theyve been confirmed on the blockchain, XXXX is willing to offer full cooperation with all law enforcement investigations relating to unauthorized activity on your account. 

If you noticed suspicious activity on your account, please follow these steps to make your account more secure : https : XXXX XXXX Let us know if you have any additional questions or concerns and well be happy to assist. 

Thanks, XXXX 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