Consumer complaint received 2022-09-13
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Checking or savings account
Sub-product: Savings account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
I have been with Bank of America for 20 years, today I am totally sick that BOA has denied me of {$2000.00} which was stolen from my checking/ savings account! I spoke with my daughter last night and asked her to refresh my memory as to what all happened on XXXX XXXXXXXX XXXX She said she saw me on the balcony on the phone being upset, and at one time she realized it had to do with a phone being charged to my XXXX account. So she took over my call because I had to go to the rest room. She said the heavy accent person asked her to download some XXXX but my XXXX would not accept what he was asking her to downloadbut he kept having her to do it over and over..but, she couldnt get the download to accept on my XXXX. When I returned from the rest room she whispered to me that we had to leave but he kept asking us to keep tryingI remembered my XXXX year old granddaughter just taking the phone out of my hand and she hung up on him! 

I started this hack/fraud or whatever these thieves did to take my {$2000.00} by simply calling into XXXX. It was the same number I have called in the pastas soon as the rep. answered she immediately said to me that my account was red flagged..I asked what she meant by red flaggedshe started asking me if I had shared my info with anyone..of course I had not..she said someone in Ohio have ordered an XXXX and they might be scammers so she had to transferred me to a supervisor within XXXX. He came on and stated he would need to stop the delivery of the phonethat is when he told me that he needed me to download somethingI was so upset about someone charging a phone on my XXXX account that I wasnt able to do anything..I told him that I do not know how to do any downloadsand that I would just take the charge up with XXXX once my bill came..that is when my daughter came and I went to the bathroomnow BOA is allowing them to keep my XXXX XXXXBOA should have immediately used the two emails addresses and ask if they know a XXXX XXXX! When I noticed the missing {$2000.00} from my account..and I started receiving notices on my phone I went to BOA but, again BOA failed me because it was close to the bank closing..and they seemed unconcerned about my reporting fraud. Ten days after I reported the fraud I called the fraud department..I was told that oh, the report was incorrectly put into the system..and that I now had to wait yet another 10 days ( 2nd time BOA failed ME ) I really lost it at that time, because I knew the longer BOA fraud department waited to make contact with these email owners..the more they were going to yet again XXXX me and not get my money back! Then the rep. said she would escalate my report and request that they replace the {$2000.00}. until the final decision is made. I again NEVER heard from BOA10 days later I called again to be told that nothing was escalated and he did not see any update to give me..that he was going to escalate my report and I should hear from BOA by Friday..I waited until Tuesday because Monday was a holidaythat is when I really fell apart..because he told me that my claim had been denied! ( 3rd time BOA failed ME ) How on Gods green earth can a bank just allow a hacker, scammer, whatever they were just take my money and then tell me Oh, WELLMs. customer you will have to just get over it..I am mad as XXXX.Veronica, yesterday you mentioned to me how calm I wasTHATS because I have cried every day, every night since the XXXX of XXXX. I had also just left the XXXX police department who could not help me..nor even give me the courtesy of taking my report face to faceI am sitting in the lobby of the police department but all I get is a phone call from her and that is how I gave my report..I had to walk outside of the police department because my heart was filling up again with so much emotionI could not stop crying because this feeling is like a XXXX within me. From the police station, I went to XXXX XXXX.they said that they would wipe my XXXX and start it over from the manufacture setting to make sure these scammers have no more access to my info ( they also did not see any malware on my XXXX ) I started yesterday off by going to the XXXX XXXX as one of BOA fraud representatives had instructed me to do..and they wanted me to fax to them the printout from Apple to fax # : XXXX..I spent two hours at XXXXXXXX XXXX-for them to tell me that they are not trained on Malwarehe did go into my XXXX and said that there was NO malware located on my XXXXI asked him could I get his findings that there was no malware located on my XXXX in writinghe said that they do not give findings in writing! I took seven hours out of my day yesterday to get and give BOA what they needed to get my monies back into my account! 
I also spent four hours on top of the seven hours yesterdayon the phone waiting to speak to someone in the claims department to have them reopen my claim These are the claim # XXXX # XXXX After the 4 hours hold.XXXX reopened my claim and my new case # is : XXXX I do not know what more I can do to let BOA know that I need to have my {$2000.00} replaced in my account! Again, I did NOT send any money to anyone in the amount of {$1000.00} on XX/XX/2022!!!!

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