Consumer complaint received 2024-03-12 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
On XX/XX/2024, I was the victim of fraud. Someone XXXX  me and took XXXX of me to use my phone to transfer themselves money. Bank of America refuses to offer any further investigation or reimburse my money, and takes every opportunity to close my fraud claims as soon as possible ( so they don't have to issue any funds to me based on their terms ). 

XX/XX/2024 I was traveling for work and had dinner and drinks, then woke up at XXXX XXXX  the next day and don't remember what happened. 
Here 's what I know from emails and other phone notifications : XXXX - XXXXXXXX XXXX the person ( or persons ) added themselves to my XXXX recipients in the mobile Bank of America ( BofA ) app, and transferred themselves the daily amount ( {$3500.00} total in XXXX transactions ; XXXX XXXX and XXXX XXXX  ) XXXXXXXX XXXX  they unlocked my debit card in the BofA app, tried adding it to XXXX XXXX  to send more money to themselves ( this didn't work luckily ) XXXXXXXX XXXX they wired {$15000.00} dollars to their personal Bank of America account XXXXXXXX XXXX  after waking up and seeing notifications on my phone I called BofA to report the transactions as fraud XX/XX/2024 BofA closed my fraud claim without prior notice. They stated their investigation showed the transfers were initiated from my device, so they did not investigate further. 

XX/XX/2024 I called and talked to the Fraud department and replied to the encrypted message they sent me, and told them the other circumstances ( XXXX, police investigating, etc. ), and they said they would reopen the claim. 

XX/XX/2024 I sent, via their encrypted message service, a reply with the police report number. 

XX/XX/2024 I left a voicemail for the Executive Advocate who was assigned to help me ( after my Mom, who XXXX for XXXX submitted an escalation for this ), to follow-up on the claim. 

XX/XX/2024 BofA closed my claim again, without prior notice or asks for further documentation, citing that it was done on my device, and included valid phone two-factor codes. 

( But the culprits used my phone to make the transfers while I was incapacitated, so of course it all came from my phone. ) XX/XX/2024 I left another voicemail for the Executive Advocate XX/XX/2024 The Executive Advocate called me again ( only on Friday afternoons apparently, after her stated normal hours ). 
She said she would reopen both claims for reconsideration, including the additional info that I was XXXX and they used my phone. 
She said she would also check phone logs and include that in the reconsideration, after I requested that they review the phone logs given that I reported the fraud so soon after it took place ( and have never had anything like this in the 15+ years of banking with them ) XX/XX/2024 I called the Fraud department to check the status of the claim, thinking it was reopened. 
I was told that the claims are closed and apparently they were never re-opened for consideration by the Executive Advocate ; the latest status was still what it was the last time they sent me letters to close it. 
I told them that I was disappointed and got upset with them on the phone with how they've treated me as a BofA customer. 
So they said to come back with documentation like the police report once it's available so that they can do reconsideration again. I don't have a police report because it is under investigation. 

BofA 's fraud claim terms specifically state that they will issue funds back to you if their investigation takes longer than a certain time frame. I believe they are intentionally closing my claim without doing proper due diligence and consideration, to avoid paying me those funds, and my experience with their Fraud and Executive Advocate teams has been a series of promises with no delivery. It means nothing that I have had a clean record with the bank for 15+ years, nor that I called immediately after I noticed the fraud. I am a victim of a crime and they've made me feel like I'm also a victim of their systems.

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