Consumer complaint received 2022-07-13 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
On Saturday, XX/XX/2022 I received a text message from " BofA Support Dept '' that listed two transactions, one of which was a XXXX transaction for {$3500.00}. It said " If you recognize this activity, reply Yes. If not, reply No. '' As done in the past whenever there has been suspicious activity on my account, I responded No. I received an immediate text from " BofA Support Dept '' saying that I would receive a call shortly. I received a call two minutes later from a woman who identified herself as a Bank of America rep. I also looked at the phone number that called me from ( XXXX ) XXXX and it matched one of the phone numbers listed on the back of my Bank of America debit card. The call followed the same pattern as my previous experience with Bank of America. The rep walked through a few transactions and asked if I made them. She also asked if I was traveling. She stated that they would be sending me a replacement debit card via XXXX XXXX ( which is what they've done in the past ). Then she stated that there was a {$3500.00} XXXX transaction to a " XXXX XXXX ''. I let her know that I did not know a XXXX XXXX and didn't authorize any XXXX transaction. She said that in order to reverse the XXXX transaction, I needed to log into my bank account online and follow her instructions using the case number, which I did. The call lasted for approximately 35 minutes. However, after our call ended I did not see any XXXX reversals ( only several XXXX transactions totaling {$3500.00} withdrawn from my checking account ), so I called Bank of America. Unfortunately, I learned that the office was closed for the evening. That's when I realized that I was a victim of fraud in the amount of {$3500.00}. I called Bank of America back at XXXX PST ( they open XXXX EST ) the very next day ( Sunday XX/XX/XXXX ) to file a claim. The Bank of America rep told me that the bank does not provide a credit back for XXXX transactions. After repeated calls and follow up calls to the claims dept., I found that the funds were sent to an account at XXXX Bank. Despite the fact that the XXXX XXXX Police Department classified it as fraud / obtaining money by false pretenses ( police report attached ), Bank of America sent me a letter stating that my claim was denied. A rep explained that they view the XXXX transactions as being approved by me, even though I wasn't approving them. I was following instructions provided to me by someone spoofing a Bank of America phone number and impersonating themselves as a BofA employee. I was shocked to hear from Bank of America that there are no protections from BofA for XXXX fraud. As a longtime customer of Bank of America for over 10 years, I feel that this is wrong. I filed a police report on XX/XX/2022 ( see attached ). 

Thank you, 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