Consumer complaint received 2025-04-23 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem using a debit or ATM card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
On XX/XX/XXXX, XXXX I received a text from Bank Of America XXXX XXXX XXXX if I recognize a charge for {$130.00} at Foot XXXX XXXX # XXXX XXXX  and listed last XXXX digits of my ATM card asking to reply YES or NO- I replied NO to the text, then XXXX minutes later received a call from a XXXX XXXX XXXX Bank of America XXXX department saying they were able to stop those charges, then proceeded to ask if I had scheduled a wire-transfer for {$7000.00} to transfer at XXXX that night to a XXXX XXXX which I DID NOT and let them know I don't know a XXXX XXXX and he said he will stop that transfer and to check my online banking app as he also see 's I scheduled a XXXX payment for {$3500.00} to a XXXX XXXX an hour ago ?? 

By this time, I was so side lined with this startling call and news of this fraud activity happening in my account but was driving at the time so I told him I could not check my online banking until I reached my destination- He said he would remain on the line as he had to call XXXX since they are a 3rd party service to stop the scheduled payment and would put me on hold.

When I got to a safe stop, I pulled over and looked up my BofA online banking app which at that time, he returned back on the line to say it was soo late as {$3500.00} had already transferred funds!!!

I opened my app with facial recognition and code sent and was able to see indeed, my account had been hacked as I could see both wire- transfer and XXXX Transactions on my account in real time while I was on the phone with this BofA Fraud Imposter on the line- By this time, I was reeling with fear and desperation on how to save what I had left in my account which was {$3500.00} and asked him what I should do to protect the remaining balance- He then instructed me to go to my nearest branch to pull out {$3500.00} cash to send overnight to their banking fraud address so they can open me a new checking account and close current account to transfer funds too and issue new ATM for me, as well. 

So scared to lose all that was left in my account, I followed his direction and pulled out the cash and ran to XXXX to overnight to the address he gave to XXXX which is the following : XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX After I left UPS, he said he would be calling the next day by noon PST to follow up with new account detail and getting my new ATM card mailed- I was so XXXX sided but what transpired and felt something was not right so I called the Bank of America XXXX on back of the card at which time they told me that was not them, it was a banking fraud impersonator which is happening a lot which sent me to tears.... 

I was able to run back to XXXX in time to catch my overnight envelope before it went out to get my {$3500.00} cash back and went to my branch manager at BofA and told her what occurred and she proceeded to use the {$3500.00} I had to open a new checking account but when she pulled up my online banking on her screen and asked me to check the information, I noticed my USER ID had been changed by the XXXX XXXX to a new USER ID which I was happy to catch as the branch manager would have proceeded with new checking using the fraudulent USER ID!! 

I have made a claim with Bank of America and the Claim is : # XXXX They emailed 5 days later they were not able to honor my claim so consider the claim closed which was shocking and so unfair as I feel it was an inside job at BofA as this imposter had too much of my personal banking information before he even called me. 

So I asked BofA for a reconsideration but they have closed the claim again so I asked them to please send supporting documents for their decision which I still have not received in the mail... 

I have also filed a police report with the Cybercrime division at my local police station- So, I am out {$3500.00} of my hard earned money to Bank XXXX XXXX able to XXXX  out of my Bank of America account which is just not right, particularly after some 24 years of being a loyal customer at the bank ... Sad!

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