Consumer complaint received 2022-10-14
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
The Bank of America case # is XXXX. ( Other numbers : XXXX and XXXX. ) My case began when The XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX  defrauded me through XXXX XXXX and emails. I have supporting documents including their 4 bank accounts and wire transfers. ( Attached BA transfer list ) I filed a report to Bank of America Check Fraud and Digital Claim ( XXXX ). Bank of America ( BOFA ) employee XXXX XXXX XXXX contacted me. We communicated via email ( few times via her # XXXX XXXX, XXXX ) over a period of three months until turned over supposedly to an FBI criminal investigator, XXXX XXXX XXXX. I was asked to cooperate with the investigation by sending a series of XXXX requested amounts until the fraudsters arrest. I complied with XXXX XXXX and XXXX XXXX, kept records of all emails, and in XXXX submitted many supporting documents to XXXX upon request. ( Attached BOFA emails XXXX to XXXX out of many ) I was informed of one arrest in midXXXX and of BOFAs agreement with Homeland Security and Federal Bureau to refund all my money. ( Attached emails XXXX ) In XXXX, I received a threat from XXXX that my life and family are in danger, but XXXX XXXX assured me that I am under their protection even while overseas. They hacked XXXX email account, are reading their conversations and waiting to arrest the mastermind when I transfer the final amount to XXXX. I was asked not to save anything related to the case on USB or email. 

Still suspicious and scared, I constantly followed up on my case by emails and phone calls to BOFA ( up to 1 hour waiting on hold ). The last email from XXXX XXXX was on XX/XX/XXXX. ( Attached MB emails XXXX ) I asked to give proof that BOFA and FBI are actually working together to solve the case and I will get my money back as promised. I received no response to follow up emails to him ( last on XX/XX/XXXX ) including one on XX/XX/XXXX to Client Care, XXXX XXXX XXXX with documents to XXXX again. ( Attached email XXXX ) Every time I called BOFA and on my XX/XX/XXXX visit to a branch in XXXX XXXX, Texas, I was told there is no resolution yet and they are waiting to collect from the fraudsters banks XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX, XXXX XXXX ). 

On XX/XX/XXXX, I received email saying the case is closed, unable to collect money. ( Attached email XXXX ) On my XX/XX/XXXX call, I requested that the case be reopened and to do a BOFA internal investigation. In consideration for being a long-term loyal customer, it would be granted and I will receive an email within 2 weeks, but did not. On XX/XX/XXXX, I learned that the case has not been re-opened although documentation showed my prior conversation. It was filed again that day to re-open. During my latest call ( XXXX ) on XX/XX/XXXX, again I was told the case is closed. I asked if there is an internal investigation but was told, if there is, I would not be informed. I said, I will seek legal assistance and file a complaint against BOFA. XXXX XXXX XXXX encouraged me to do so. 

Why did BOFA not stop me from doing wire transfers instead of pushing me to keep on, while they had many documented evidence of fraud, had been unsuccessful in collecting from the XXXX banks, and identifying the fraudsters and making arrests? It is shocking how BOFA resolved such a case. It was closed without an update nor an explanation of the unsuccessful criminal investigation and was communicated by a simple, impersonal email.

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