Consumer complaint received 2024-11-17 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: NV

Complaint narrative:
On XX/XX/XXXX, XXXX XXXX received a text from BofA that said, " BofA fraud message. Did you attempt a purchase at XXXX XXXX for {$260.00} on XX/XX/XXXX? Please reply Y or N. 
XXXX replied no, and then the next text message was, " This card is blocked. A representative will contact you shortly. Then, at XXXX, XXXX received a call. The person on the phone said this was a representative from Bank of America. We are attempting to verify a fraud alert on your account. They asked about XXXX 's charge of {$260.00} and another charge of {$1500.00} out of XXXX, Texas. They said you will receive a text message right now. The text message said, " Reply with your personal identification number on the XXXX card ending to deactivate. We will never call you to ask you to verify this piece of information, '' the BofA representative was on the phone reassuring us that BofA would never ask you to verbally verify anything over the phone. XXXX typed in the four-digit PIN in order to deactivate the card. Following that, a text message from BofA said input was received. Please wait for the representative to complete the process. At XXXX XXXX the representative told us he would be sending us another code to investigate the charge. XXXX received the text message with the code ; he then told us he had a few more steps for us to make sure that the other charge for {$1500.00} in XXXX was not ours ; it was a XXXX payment attempt. He texted XXXX the code ; XXXX gave him the code ; he said they would be sending a couple more " test texts '' to verify this account to freeze the account in order to verify, and we would have to contact BofA in a couple of days. The text message said, " BofA security quick draw funding XXXX, we detected suspicious transfer activity that may be possible fraud or a scam. Did you send {$3800.00} to XXXX XXXX XXXX, with XXXX from an account ending in XXXX? Beware, BofA will never ask you to transfer money to anyone, including yourself. Dont transfer money as a result of an unexpected text or call. The money you send may not be recoverable. If you authorize this activity and still want to proceed, please reply Yes ; if not, reply No. To opt out of fraud alerts, text Stop. The whole time we were receiving these text messages, the B of a representative was on the phone telling us these were Test Text Msgs and to reply yes. XXXX asked him are you sure? The representative said yes, these are made-up companies and emails from BoFA. He said the next text would be from security. " It says BofA security ; thank you for confirming your XXXX transaction will be processed. To opt out of fraud alert text, stop. He then proceeded to tell XXXX that there would be one more test text msg from the same company with a different amount, but all other info would be the same made-up content. The amount was {$3600.00}. He then told XXXX to reply yes to confirm and put a freeze on the account, which would block us from going online, which it did. XXXX tried changing the password a few days later, but it would not allow her to do so.

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