Consumer complaint received 2025-03-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX

Complaint narrative:
On XX/XX/year>2024 I was contacted by phone from someone who was presenting himself as an employee of Bank of Americas Fraud Dept. I have had a number of legitimate phone calls over the years from their fraud dept due to debit card info being stolen, which they caught and contacted me with. The caller ID showed Bank of America ( matching my contacts app in my phone for Bank of America ). But Im still cautious regardless of that, however they gave me the last 4 digits of my account and identified some of my more recent transactions. The bank still uses as proof of their identity revealing to you the last 4 digits of your account number in emails. This wasnt an emailbut they usually say they will not call youhowever, in the past, they have actually called me regarding large debit card theft transactions. 

They went to tell me the branch that Ive used ( and Ive only been in the branch probably twice at that point, over the previous two years ), and that the fraud dept was flagged because one of their employees was looking at accounts within the branch just after closing time. They said that they needed to secure my accounts and were going to set up a new login and password for me, yet wanted to wrap up this insider theft situation and were going to use the fraud depts funds to mirror my accounts so that the employee wouldnt get spooked and back off. Never did I give them any account information, passwords, or even user ID. They told me they were going to send me a new debit card directly to my XXXX XXXX, and to open the wallet and I would see it. They then said that it needed its verification code to activate the account. They sent me a verification code, but I was still skeptical.but when I looked at the source of where the code originated from, I could see the history of legitimate past Bank of America verification codes Ive received in the past. They then asked me if I would be willing to go in and ask for {$20000.00} withdrawal ( cash that I figured I would hold onto, so no risk ) - but they told me that part of the problem with this corrupt employee is that it appears they may be working with others on the inside, and when you ask for the {$20000.00}, you can expect them to say they need to check the vault and see if they have that much to give out, and will come back and say they checked and can only give you {$15000.00}. This is exactly what happened, which with all of the other things going on, their understanding this strange behavior about the vault down to the exact amounts made me pretty sure this was legitimately the Fraud Dept. 

( I have compiled a document of all of the details with dates, further details about what went on from there, and copies of documents with account numbers from the scammers. It would probably be easier for me to upload the rest of this below ).

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