Consumer complaint received 2016-08-04
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TN
Product: Credit card
Issue: Billing disputes

Complaint:
I was using my computer to browse the internet and I clicked on a link that immediately brought up a web page that hijacked my computer ( of which I found out later ). This web page stated that the site that I was on ( which was actually their own web site ) was damaging XXXX 's internal structure as well as my own laptop. Their page said that I needed to call a particular number so that this problem could be resolved. It listed a number to call. The fact that something might be wrong with my computer panicked me and caused me undo stress. I tried to exit out from the web site but the site had taken over my computer and I was unable to do anything to get rid of the page that had hijacked my computer. I called my computer guru friend but was unable to reach him. I became frantic and did not know what to do but to call the telephone number that was listed on the frozen web page. A guy by the name of XXXX XXXX answered and he said that he could get the problem cleared up but it would cost me {$240.00}. For an additional {$150.00} he could offer more services that he felt that I needed. I did n't what to do but to accept his offer. He called the bank and stayed on the line while I authorized the purchases but then after that was completed he said that there was another thing that I needed ( for long term protection ) that would cost {$99.00} extra. He said that a technician would be contacting me shortly to walk me thru the process of removing the malware that they had already installed on my computer ( again that I found out about later ). Shortly another person from XXXX ( the original person was from XXXX XXXX Florida ) called me and said that he could fix my computer but the last transaction of {$99.00} had been short circuited and I needed to call the bank to have them approve it. He told me not to tell the bank what I needed the money for but to have the bank transfer the funds to his website automatically. I was having a problem getting a hold of the bank so he said that he would call me back the next day. I then hung up the phone with my computer still locked up. I was then able to get in touch with my computer friend who informed me that this episode was actually a well know computer scam. He was able to fix my computer immediately and to re-enable my XXXX Antivirus of which they had disabled. He was able to clean the virus that these people had installed on my computer and got me up and running in no time. And he explained to me what to do in the future if this happened again. Shortly after my computer friend had fixed my computer, I got another call from this same group of people ( from Florida - not the original person ) who said that he could not finish doing his installation because he had lost his connection to my computer and could not get logged back in. I told him that my computer had been cleaned and that I did not need his service especially since I was not looking for any type of virus or computer protection. I was already happily protected by XXXX until they hijacked my computer and basically forced me to purchase their product. 

Bank of America informed me in a letter that the service " XXXX XXXX '' wanted to deliver to me could not be completed because of technical difficulties but I already concluded that I did not want their service because it was a scam to begin with. However Bank of America does not see it that way even though they sent me a letter stating that I did not receive the product from ( XXXX XXXX ) as they indicated to them that they had not been able to fix my problem. Unfortunately Bank of America paid them anyway of which this complaint is based.

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