Consumer complaint received 2024-11-24 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: MD

Complaint narrative:
After receiving legal advice from my states Attorney General 's office, I was directed to file a complaint with the Consumer Financial Protection Bureau. 

Please see below. 

On XX/XX/ 2024, a pop up appeared on my XXXX Desktop Computer with an alert advising me to call the XXXX XXXX number. The XXXX XXXX person identified themselves as XXXX XXXX, Employee ID XXXX XXXX, and then gave me a secured line to call because he said that my internet had been compromised. He also informed that my social security number had been compromised as well as hackers had gotten into my system. He then remoted into my computer system and had me download an XXXX XXXX  App. He ran some checks from https : XXXX. 

Use XXXX as the default shell on your XXXX - XXXX XXXX  Starting with XXXX XXXX, your XXXX uses XXXX as the default login shell and interactive shell. You can make XXXX the default in earlier versions of XXXX as well. 
XXXX This is were I was shown that someone had hacked into my bank account at Bank of America. Then I was told the next day that had to reach out to my bank because Social Security and the FDIC ad to be notified promptly. In addition, I was told to limit internet access. On XX/XX/2024, I called the secured number back and XXXX XXXX  transferred me to Bank of America with a number I provided to the bank. I was verified and then my account was reviewed with the Fraud Department, XXXX XXXX. He told me on XXXX XXXX, 2024, at XXXX, the amount of {$36000.00} was coming out of my account from XXXX. Then he said that he was notifying the authorities, which were the Social Security Administration and the Federal Deposit Insurance Corporation. He then gave more information on how to protect my identity. Then he told me I had to withdraw {$25000.00} from my savings account to ensure this transaction was stopped. I went to the bank to do this. I was not asked any questions and was given the money with two steps ID and code to the phone. XXXX, from the fraud department, said not to tell them that I was online with the fraud department because someone from the bank may be involved. This was the local branch in XXXX XXXX, Maryland in the town of XXXX XXXX. XXXX also told me that I had to bring the balance down, so this could stop the transaction from going through. Then he had me go to a bitcoin machine to deposit the money into my wallet. I had to take a picture of myself with my driver 's license. I was then sent an org code. After that I was told to add the money to my wallet and was able to get a receipt which I tool a screenshot of. The next day when I contacted the secure line, and they transferred me again to Bank of America, I was told that my identity was still not secured, and the hackers were not doing anything right now. But I had to go and withdraw some more funds. Then I asked to speak to the FDIC XXXX. At this time, XXXX told me that he would have to get them on an appointed time. This did not go as planned, so I did not do the withdrawal. Then I looked up another number for XXXX and was told by the representative that this was a scam and to immediately change my password and disconnect any apps. Then the bank was notified, the police, and a message was left for the police fraudulent crime unit, an FBI IC3 complaint was filed, and then I received some legal advice on some next steps on how to recover my stolen funds. 

Thank you for reviewing my case. 

Thank you, 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