Consumer complaint received 2025-07-14 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: NC

Complaint narrative:
b'On XXXX XXXX XXXX I received a notification from XXXX XXXX wallet to verify a transaction for $XXXX. It said if I didnt make that purchase, then I need to call the number that was provided in that text message and since I didnt make that transaction, I called the number. It was the fraud department with XXXX XXXX. A representative took my call and thats why I was calling for. I told them about the text message XXXX  sent me and that I did not make the charge, it was fraudulent. Then she started telling me about money that was being taken out of my account. Reading all charges from different places and different amounts. She was looking into the situation, then she told me that someone was hacking my bank account and that they had already taken money. I freaked out and listened to what she said, and it made sense and every time I had a question she answered it with an answer that made sense. Her lingo was on point. Terms, phrases I followed her instructions. In order to fix the process and regain control of my accounts I needed to first go to the Official XXXX XXXX Store online and download this program that can find out where theyre getting access to my money from and hopefully recover it. so I went to the XXXX XXXX Store on my phone and I downloaded the app since it was from the actual XXXX XXXX and they were claiming to be the XXXX  fraud department. So I continued to listen to her instructions to stop the thieves from taking everything I have. But the program apparently let them find a back door into my phone, where they could see my phone in real time without me knowing they were. They saw what I I was typing and doing, but I didnt know that. they told me to log into my bank account again and make sure that no other unauthorized transactions or other money had gone missing. I checked my personal Bank of America and my companys XXXX  XXXX  accounts and thankfully no other money was missing. I was so grateful and thankful to her and we continued to keep trying to block them and reset things but my husband came home. He saw I was very upset and asked what was going on and I told him and he was devastated. He said that that was a scam and I said no shes saving my money from being taken. Shes helping me and then he asked to speak to her and when he did, he took the phone said who am I speaking with? Then she hung up on him. During the call when I questioned her credentials she let me speak to her manager. And I did and he seemed totally valid as well. All of his answers made sense. They had a reason for everything they were doing that seemed real genuine. Well he apparently turned out to be some other scammer working with her. She even gave me her direct office number in case we got disconnected and at which point we did get disconnected so I called and she answered, and it was the fraud department for XXXX  XXXX. I didnt know at the time is that she was telling me to check my bank accounts so she could learn my username and my passwords that she could see I gave her no account information. I gave her no usernames and I gave her no passwords. She could just see my phone exactly the way I was seeing it. She did that so that they could go into my bank accounts & steal my money & the companys money. Thank the Lord my companies money after hours and hours on the phone with XXXX  XXXX  the attacks tried to get in XXXX  sometimes in a matter of hours per XXXX, but we got to them before the hackers did they started with my personal accounts before my business they took XXXX  transactions in the amounts of $XXXX each. Theyve been XXXX  themselves Mooney from my personal checking account before I could get to Bank of America and have everything locked down like XXXX  was able to. Well, I went through the process with Bank of America and I was crying and I was upset and I was scared and I was violated. They gave me so many reassurances. They never said 100% that I would be able to get my money back all of it but they certainly imploded it every time I asked if I was gonna get my money back oh yes, were gonna do everything we can to help you with this. Were gonna do everything we can to get this Money back. But they didnt. Meanwhile, I was unable to access any money left in my accounts they were supposed to be locked down and restricted. I had to open new accounts with Bank of America. They were so helpful they even convinced me to get a Bank of America credit card. So much more security so much harder for me to be scammed again easier to recover money from if that did happen. With a special 0% APR in the beginning. I should transfer any outstanding debt from my other credit cards to Bank of America credit card with a $13,000 credit limit. I thought man this bank could not get any better! Theyre recovering my money opening a credit card for me and taking away the debt to a zero APR. I just thought Bank of America was outstanding and they really cared because they acted like they really cared but just like this scammer I believe that was all an act. Also, I dont think anyone cared what happened to me because all they did was reassure me and help me and then when it came down to it, I got a form email basically three sentences saying they werent going to get my money back. They told me the process could take XXXX  days. It didnt take them but a week to tell me no. Im still trying, but Im not getting anywhere and I feel like after being scammed and taking advantage of my bank tells me theyre gonna help me and when the time comes, they dont they just help themselves to get another credit card and open up our bank account thats what it feels like cause thats probably what it is like. Bank of America is a huge corporate bank I get it, but it still doesnt make it right it doesnt make me any less important. They basically took all of my personal money I had in my account. I get it wasnt much money at all, but its all I have and a crime was committed against me and Im asking Bank of America to help and its not happening. They helped me long enough to convince me to get a credit card to open new accounts with them instead of going to a different bank to transfer outstanding balance of all cards to them. I feel like I got scammed twice once my actual real twisted criminal scammers and scammed again by Bank of America. I am desperate for help and dont know what else to do. I know $XXXX is not a lot of money to a lot of people but it was everything to me XXXX  years with Bank of America and Im only XXXX  years old and they wont help me. Then theres the fact that after I opened the new bank accounts, they were supposed to transfer over the money and then the restricted accounts were gonna be closed well instead of doing that I dont know what theyve done because now Im getting emails saying that I have insufficient funds in my bank account and its the account that I was robbed out of in the account that is supposed to be locked down and inactive because of this going on Because of the fraud. Its a huge tangled mess and I dont know what else to do. I feel like a fool for believing that that was really XXXX  and I feel like a fool for trusting Bank of America to do what they said they would do help please any help please. I mean, I opened up more accounts with them and got a credit card with them Ive been with them for XXXX  years. Im a platinum honors Customer, but apparently I dont have enough money to be important when it really matters. Apparently the Bank of America its only important to act like youre gonna help and act like you care. Its not important to actually help innocent people, nave maybe ok definitely but innocent. I am a victim. I dont like saying that, but I am and I have no one to help me. The people that I have depended on for almost a quarter of a century just turned in their backs on me. I feel violated twice.'

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 monetary relief