Consumer complaint received 2022-07-14
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:
XXXX @ XXXX Bank of America Fraud : Did you attempt XXXX transaction? Reply Yes or No for a representative to reach out. Case # XXXX To Opt Out Reply Stop XXXX @ XXXX I replied XXXX XXXX @ XXXX Got a phone call from XXXX asking me several questions about my account. Asking about my last transactions and my account balance. Call lasted XXXX minutes. He stated that a XXXX fraud representative would be sending me a code to reactivate my debit card XXXX address to XXXX and that I would be sending XXXX deposits to myself through XXXX using the code that would be sent to me and that I would be getting the money back because I was sending it to myself within 24 hours. 
XXXX @ XXXX Received reference verification code. The text read : Your verification code Bank of America Cancellation with XXXX. Your reference verification code is XXXX. Please use this code to verify the Mobil Phone Number added to you Bank of America XXXX with XXXX XXXX. Dont share any codes during this cancellation with anyone. You can only use the code for this specific Mobil Phone number. 
XXXX @ XXXX Followed instructions from person on phone with adding myself XXXX XXXX to XXXX using the verification code as reference # and processed the transaction XXXX different times per the callers instructions. 
XXXX @ approximately XXXX I called BOA Fraud department and filed the claims and explained what had happened. Was given two claim numbers XXXX & XXXX and the direct phone number to the Fraud Department XXXX. I explained to the ladies that I did the transaction on the advice of the representative on the phone. That I called the phone number, from another land line, that the caller called me from to confirm that it was from BOA and got the same recording as I do when I call the fraud department now. He stated that a XXXX representative was also on the line giving me the reference verification code and that he was looking at my XXXX transactions to confirm that my account was updated and active again. I explained to the ladies that I did not understand that this was a fraud and that I called the number to verify that it was indeed BOA, she said that they spoofed the bank recording to authenticate the transaction and to further the scam. 
XX/XX/XXXX I received a letter confirmation from BOA that my claim could not be approved but they were still researching with the other party to recover the funds. 
XX/XX/XXXX I called the fraud department and was on hold for 33 minutes with no answer to dispute the outcome and speak to someone about why some claims are paid back and others are denied and ask about Regulation E and what this means to my case. Could not get anyone to answer XXXX I again called the fraud department and was on hold for XXXX hour XXXX minutes with no answer again to dispute the outcome of my case and to speak to someone about why BOA is paying some claims and denying others, like mine. I also want to find out about how Regulation E affects my case and what I need to do to dispute the findings of my case ( Claim numbers XXXX & XXXX ) XXXX I called the fraud department again and still no answer. I was on hold for XXXX minutes and then got disconnected. 
XX/XX/XXXX I again called the bank and was on hold for 10 minutes then a person from the bank answered, I went over what had transpired with my account and the fraud that had occurred. She stated that the bank had investigated the issue and that the transfer had been at my request and that no error on the bank had happened. I explained to her about Regulation E, and how it related to my issue. She stated that the regulation was new and that it did not apply to this. I explained that it did and she then got upset with me in her tone. I then asked to speak to a supervisor and the call got disconnected. When I tried to call back I was on hold for XXXX minutes with no answer.

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