Consumer complaint received 06-02-2017 about Checking or savings account (Checking account) with BANK OF AMERICA, NATIONAL ASSOCIATION (MA).
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint: On Thursday XX/XX/XXXX I was messaged by a user via an online dating app, whom I believed was flirting with me. Her profile name was XXXX, I asked her what she was looking for and said she said needed help completing a business transaction. XXXX proceeded to explain that she works for FDIC and completes transfers between accounts of business clients he/she worked for and in order for her to get paid or get her " cut '' she needed help depositing the checks into an account, which then I would withdraw the funds and send to XXXX a relative, or an assistant via XXXX XXXX. I asked her how she intended to complete the deposits. She asked me if I had mobile/online banking and with whom. I stated that i did have that service with Bank of America. I gave her my phone number in order to call me because she specified not being comfortable with talking through the dating app. Later that evening I received a text stating " Ok I am ready to deposit my checks and appreciate the help ''. She asked me for my BOA username and password and she reassured me that this was only because she was in possession of the checks that required depositing and so she would need to access the account, and so I gave her my online user ID and Password, along with the answer to whatever security question came up. Luckily the security questions were n't as viable information but I still made the biggest mistake of my life the moment I gave them my username and password. That evening at XXXX I received several emails and texts notifications showing that this person deposited four checks of " hers '' into my account ( {$990.00}, {$920.00}, XXXX, & {$790.00} ). She made sure to check in with me frequently to ensure I did not log into my online banking account which I did not think anything of it because I sometimes manage my mothers account and she and I can not be logged in at the same time. She then said to me, " Ok, I completed my deposits please do not sign into your account until the deposits are complete and processed ''. I said, well that will be a couple of days and they said, " no, the funds should clear in the morning, would you mind going to the bank when it opens to withdraw cash and send me my portion via XXXX XXXX. '' At that moment I was confused, but I went ahead and went to the bank Friday XX/XX/XXXX. Before I left, she texted me a screen shot of my mobile banking showing an available balance of {$3600.00} in my checking account as of XXXX from the timestamp on the phone the screen shot was taken. I received the screen shot text around XXXX and did n't notice the time stamp. I was called an ber around XXXX and was asked to withdraw {$2200.00}. The ber took me to a BOA with a financial center, the first one I went to had ATM tellers and neither of them were working. I told XXXX that I had to go XXXX and would be willing to try again later. At XXXX I made it to a local branch and went to a teller window which I then withdrew {$2200.00} and sent {$2000.00} to a " XXXX XXXX XXXX in Indiana via XXXX XXXX for a total of {$2100.00}. The XXXX XXXX at XXXX XXXX XXXX placed the transaction on a hold I did not know why, I let XXXX know that this was happening and she told me, to state " this person was my sister ... and the amount was for rent. '' and I assumed that XXXX was XXXX XXXXs sister and I knew XXXX would n't send it if I they knew I was sending it for another person. After I spoke to XXXX they released the money and I sent a picture of the receipt to " XXXX '' She said, " Thank you so much, I will complete my last deposits this evening and you will be able to go back to your account no problem. '' I then proceeded to ask her, " are you sure everything is ok because I can not see my account please do n't do anything. '' XXXX said to me, " I would not do anything to jeopardize your account but most importantly my career. '' I said, " ok, I will trust you and help you in hopes this is the last time because I only expected this to be a quick one-time thing. '' She said, " After tomorrow you can be done. '' At this time I was still sure I was helping someone in need. Early Friday evening at XXXX I get an email an text notifications of mobile checks being deposited in the amount of ( {$970.00}, XXXX XXXX & XXXX ). Saturday XXXX XXXX at XXXX I received a phone call from XXXX of BOA , I was not aware of what  department she called from. XXXX stated, " This is not a solicitation call I need to verify some activity on your account. '' I could n't answer the call at the time because I was at the XXXX XXXX I work for. I also thought I was aware of the activity on my account. I received a text message from XXXX around XXXXXXXX asking if I was ready to go to a teller? At that point I was ready to be done running around for someone else, I told XXXX I would just withdraw from the ATM around the corner. I was asked to withdraw {$1000.00} in order to send {$900.00} via XXXX. The XXXX XXXX at XXXX is self-service, I enter in my information and entered in the same receiver information as Friday XX/XX/XXXXXXXX XXXX in XXXX. The total cash given to the associate was {$970.00}, I sent XXXX the receipt and she then asked me to send the same amount, {$900.00}, to her " assistant '' XXXX XXXX located in Indiana. I chose to send the final amount as a debit transaction via the XXXX  app for a total of {$980.00} once completed I sent her a screen shot of the complete transaction as well as screen shot of the receipt emailed to me. I then said ok is everything all set on your end? She said, you will be able to go back into your account around XXXXXXXX this afternoon for sure. I said ok, thank you very much and she said thanks for your help. I thought everything was fine and I knew what I should 've had in my account as far as funds so I proceeded to withdraw normal amounts of cash for myself and continue my normal spending. I received an email on Sunday XXXX XXXX at XXXXXXXX stating there was a hold and a freeze notice on two deposits. I texted XXXX immediately stating there was a hold and a freeze on two or more of the mobile deposits I allowed her to complete. She said I that she was aware but I should not be worried. So at that moment I chose not to worry until Tuesday XXXX XXXX when I received a second call from XXXX and she asked me to verify all of the ATM withdrawals which I said, " I did complete every single ATM withdrawal. '' XXXX proceeded to say, " ok ma'am thank you for verifying these transactions '' and the call ended. I then attempted to log into my mobile/online account, I then saw a message telling me to call a number that connected me to a representative from the online banking department where the rep said " my account has been put in holding and a freeze has been placed on my card because my account is a risk. '' The women then said, " The checks that were deposited into my account were counterfeit and with all the withdrawals makes my account negative - {$5500.00} as of right now any funds going into your account will be going towards that negative. '' I told the the rep those checks were not mine and I did not deposit them and I did not withdraw the money because at that I was so afraid and did not know what to do or if I could tell the truth, because I know BOA to be very unforgiving. She said, " ok well your going to have to file a claim with the fraud department. '' I was transferred to the fraud department where I was first connected to ATM fraud claim. I ended up being honest with the woman telling her as I told XXXX, Yes I did complete those transactions and stated I did n't at first because I was scared. So she said ok well I 'm going to transfer you over to check fraud claim after I told the check fraud claim rep that I NEVER saw the checks ever. After I filed the claim I proceeded to ask the rep from the fraud department, " what does this mean for me, my account, and my relationship with Bank of America? '' She then said, " Ma'am at this time it is up to the risks department and what they want to do there 's nothing I can do from my end. '' She also stated, " First they will investigate the check fraud claim, and if you file a police report feel free to tell us and we will cooperate.. '' As of Wednesday XXXX XXXX I have filed a police report but have not yet notified the bank. Prior to them depositing any of " their checks '' into my checking account I had a remaining balance of {$54.00}, a transfer from my boyfriend of {$170.00}, and a processing deposit from MA unemployment office of {$200.00}. I also had a savings account of {$10.00} which I keep trying to build but ca n't I am a main financial provider for my family. My biggest complaint is that the bank disclosed no information at the time on the first phone call letting me know that the checks were fraud, I did not find out until I had to call because my account had already been somewhat garnished. In sent a total {$4100.00} while I had a balance of {$430.00} and according to the bank statement I received Wednesday XXXX XXXX my account is - {$5500.00}.

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