Consumer complaint received 2020-07-08 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
Complaint ID : XXXX I write to you because I disagree with the response of Bank of America, they said may claims was denied because authorization codes were sent to my phone and no proof was supplied to confirm that the phone number was hacked. 
After being a loyal customer of Bank of America for five years, I find myself in a situation which is placing me in a difficult and stressful situation due to the way Bank of America is treating me and the poor investigation taken when my account was hacked on XX/XX/XXXX when someone made a transfer using XXXX and wiped me out. I am not a rich person, and I dont deserve to be waiting all this time for the return of my money. 
Previously I explained that On XX/XX/XXXX, I received a text message about a transfer and to call right away if I had not initiated the transfer. I called immediately and also, I opened my online banking and noticed that someone took out of my accounts and stole {$2000.00} from checking account that I have together with my daughter and {$1500.00} from my savings account that I have with my husband. I tried to stop the transfer but was not able to do it, I called the bank and no one answered my call. 
How can this happen? The only reason I use XXXX is to receive my salary, not to make outgoing transfers. XXXX was only configured to deposit into my checking. It was never linked with my daughters account and no one in my family has the XXXX app installed in their phone. We just dont use it for transfers. 
The bank did not realize that in a matter of minutes several changes were made to the configuration that existed with XXXX, and allowed the transfers of large sum of money from accounts that were not linked to electronic transfers, and also, they allowed them to empty an account. 
After an hour passed, finally I spoke to someone at Bank of America, but it was too late, the transfers had been made, I had already spent an hour waiting for someone to answer my call. 
The bank tells me that I must take the phone to somewhere to prove it was hacked. 
I know my phone was hacked because the people who did it could see my ID and the password to enter online banking, also the text messages that the bank sent me with the codes, they used them. I did not do this ; I did not request transfers. I have an XXXX XXXX ; it has not been lost nor have I given it to anyone. 
I contacted XXXX, they had the information of my phone and they sent it to the engineering department, they reviewed it and tell me that they can not give me an answer if may phone was hacked or not, and that they are only going to give this information to the police or a legal entity. 
We are modest people and these {$3500.00} mean a lot to us, this money is the result of many hours of work and sacrifice, and have put a major strain in our lives. My daughters savings to go to school are gone. The other {$1500.00} were we had to pay our rent and expenses. 
I expect a response and a refund of my money Respectfully, 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 explanation