Consumer complaint received 2026-05-21 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: AZ

Complaint narrative:
I am filing this complaint regarding Bank XXXX XXXX handling of a fraud claim involving an XXXX XXXX transaction that was sent to an unintended recipient due to impersonation and account compromise. I sent funds via XXXX XXXX from my Bank of America debit card to a videographer I was actively working with. Unknown to me at the time, the videographers XXXX XXXX had been compromised, and the funds were intercepted by a third party impersonating the videographer. After the payment was sent, the impersonator attempted to solicit additional funds while continuing to pose as the videographer. Once the fraud was discovered, I immediately contacted the actual videographer and we jointly filed a police report documenting the fraud and impersonation. I then filed a fraud claim with Bank of America. On the first of XXXX separate attempts to have this matter properly investigated and refunded, XXXX provided information confirming that the funds were received by the wrong recipient and not the intended payee. This information established that the payment had been diverted to an unintended third party due to the account compromise and impersonation. During Bank XXXX XXXX investigation, the bank also produced documentation confirming that the funds were received by an unintended third party and provided identifying information associated with the recipient of the funds. Specifically, page XXXX of Bank XXXX XXXX denial/investigation documentation reflects that the individual who received the funds was not our videographer, but instead the person committing the fraud. Despite both Apples information and Bank XXXX XXXX own records confirming that the transaction was connected to fraud and sent to the wrong individual, Bank of America denied my claim and refused reimbursement. The most recent Bank of America investigation into this matter occurred approximately XXXX months ago and resulted in another denial despite the evidence already provided. During that process, Bank of America indicated that the fraud claim had been withdrawn. This statement was inaccurate. I did not withdraw my fraud claim verbally, electronically, in writing, or in person at any time. Since that denial, additional evidence has been obtained. Due to newly discovered information related to the fraud and recipient identity, the police case was formally reopened this week and an updated police report was generated. I personally visited a Bank of America branch to provide this updated documentation in support of the ongoing fraud investigation and claim. Additionally, XXXX has since blocked the recipient phone number/account from using XXXX XXXX due to the fraud investigation and findings associated with this matter while maintaining its position regarding the incorrect recipient receiving the funds. At this point, all we are seeking is reimbursement of the funds that were fraudulently diverted to the wrong recipient. We have provided substantial supporting evidence, including information from XXXX, police reports, updated investigative information, and Bank XXXX XXXX own records confirming the funds were received by an unintended third party. Additionally, there is conflicting information between Bank of America and the issuing institution involved in the transaction dispute process. I obtained written communication from the issuing institution confirming that the dispute/chargeback case had been resolved in favor of the merchant and closed as of XX/XX/year>. Despite this, Bank of America continues to mishandle or withhold resolution of the matter. I believe Bank of America failed to properly investigate and resolve a fraud claim involving impersonation and unauthorized receipt of funds, failed to maintain accurate claim records, and improperly handled the status of my fraud claim despite the supporting evidence provided. I am requesting : -Immediate reopening of the fraud investigation -Correction of any inaccurate records regarding the claim status -Full reimbursement of the fraudulent transaction amount -Written explanation of Bank of XXXX handling of this matter and the basis for denying the claim despite evidence confirming fraud and misdirection of funds Supporting documentation includes : -Original and updated police reports -Information provided by XXXX confirming the wrong recipient received XXXX funds XXXX of XXXX investigation and denial documents XXXX including page XXXX identifying the fraudulent recipient -Transaction records

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