Consumer complaint received 2022-07-31
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
On Saturday XX/XX/2022 I received a text from Bank of America asking if I was making a purchase. Text Y for yes and N for no, I texted N. Immediately I got a call from what the Caller ID said was Bank of America. I man Identified himself as XXXX XXXX XXXX from Bank of America in the Fraud department. 
He started asking me question about a charge in the amount of {$400.00} that were being made at a XXXX XXXX in XXXX  and was I trying to make this purchase with my card ending in XXXX. I stated that I wasnt. XXXX XXXX asked me if I had lost my card. I stated no. 

He asked me to verify that I have the card ending in XXXX in my possession. I stated that I was busy at work and would check when I got home. He stressed the importance of this matter, that he understood I was busy and he was only trying to help me. I found my wallet and confirmed I had my card in my possession. XXXX XXXX then began asking me about other charges on my account. He listed some that were not mine, he also listed charges that were mine. XXXX XXXX said he would send me a verification code if I recognized the amount to text Y for yes. 

At this point I am becoming very frustrated with the whole matter. I am busy and dont have time to deal with all of this right now. Again, he says calmly that he understands but presses the importance of this matter and asks me to log in to my account to verify the charges listed. I tell him I cant Im working and cant get to my computer, and he says to log in on my phone then. I tell him I dont have my Log in info to do that. This is when XXXX XXXX then tells me my username XXXX and that he is sending me a verification code and to read it back to him when it comes in. By these points I am beyond agitated and yelling and swearing that I dont have the time for this right now. I will take care of this when I finish work. Again, he says he completely understands but someone is using my card to make purchase and he is only trying to help me. 

We become disconnected and XXXX XXXX calls me back again from the XXXX BoA phone number. He says he is sending another verification code. Then asks me for my Password to the account, I tell him that I dont know it off hand. I try logging into my account but cant get in on my phone. I am finally able to log in and XXXX XXXX asks me to look at my balance, I say it looks wrong he asks me to refresh and look again. When I look up again all my money has been drained from my account. I tell him this and he says were done have a nice day and hangs up. 

My wife called just then and I tell her what has happened, she said to hang up and call the number on the bank of card. AfteXXXX XXXX  minutes on Hold I get a BoA rep that states that it was not in fact them that called. I explain what happened the rep then says they will start a fraud claim and that 3 XXXX transaction were in progress for the amounts of {$5000.00}, {$1300.00} and another {$5000.00}. And it looks like they have caught them in time. 

I go immediately to my local police and file a police report. On Monday XX/XX/2022 I go to my local Bank of America branch which is closed down. I got to the next closest branch and there isnt a branch Manager there to speak with. I am told to call the XXXX number and report it. I say I have but want to know what is being done to help me recover my funds. Finally, a manager from a different branch a XXXX XXXX comes out to speak with me. She also confirms that it appears the funds have been caught in time and I should be getting them back. As of now I have not received my funds back and now am being told by XXXX XXXX the District Manger that it is somehow my fault that this XXXX XXXX hacked my account and XXXX themselves money. 

This person is using the alias XXXX XXXX XXXX ( which if you call is a BoA number ) Also XXXX XXXX with this number XXXX and email XXXX XXXX

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