Consumer complaint received 2025-10-24 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX

Complaint narrative:
On XX/XX/XXXX around XXXX, I was working and suddenly received multiple email alerts from Bank of America which says that my password was reset, personal information changed, apply pay was connected, digital debit card was created. I immediately tried to log into my bank of account account, but I found out my lycamobile phone number was compromised with SIM swap attack, the phone number was transferred to another person and that person now has all the XXXX sms code. I used my work phone instead to contact Bank of America customer service to report the suspicious activies and at the end online banking and all accounts were suspended. The customer support agent told me to go to a financial center with two forms of ID to resolve the issue. But since it was weekend and next Monday XX/XX/XXXX is a XXXX XXXX all bank of america branches were closed, I had to wait until next Tuesday XX/XX/XXXX to go to a branch. 

The banker told me that an account takeover happened, fraudster opened a fraudulent checking account ending in XXXX, {$3000.00} was transferred from my original checking account ending in XXXX to XXXX. The fraudsters immediately withdrew in total {$2300.00} using ATM machine located at XXXXXXXX XXXX XXXX and mobile payment from XXXX. 
We called various departments to unfreeze online banking and remove restrictions on the accounts, we opened clean and new checking account and additionally saving account. From what we could see, the fraudsters got my SSN and other sensitive personal information to perform the attack. 
We submitted fraud claims to Bank of America fraud department. We fixed all personal information and changed password and user ID. 
The fraudster also opened XXXX XXXX checking, saving, credit card accounts using my SSN and personal information, I contacted XXXX XXXX and they closed all the accounts and marked all of them as fraudulent and reported to credit bureaus. The fraudsters are using XXXX XXXX addresses that might be where they live according to the fraudulent addresses they used when they changed address of my accounts and credit reports. The addresses are the following : " XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ". 
The fraudsters on XX/XX/XXXX around XXXX tried to compromise my Bank of America accounts again by trying to reset passwords which was immediately blocked by me contacting Bank of America. All of us including the banker who was working with me on this issue have no idea how the fraudster was able to reset my password after we changed all information. Bank of America can't provide information on what the fraudsters did because of their policies. 
In the morning of XX/XX/XXXX, I received claim decision letters from Bank of America for my fraud claims which state that my claims were denied by Bank of America. The banker at the financial center helped me submit request for reopening the claim. I faxed official police report to the number provided by Bank of America. 

I have requested fraud alerts on XXXX XXXX XXXX XXXX 
I have requested freeze on XXXX XXXX XXXX XXXX XXXX  XXXX. 
I have requested credit reports from XXXX XXXX XXXX XXXX XXXX XXXX XXXX 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