Consumer complaint received 2022-11-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: BOK FINANCIAL CORP
State: AZ

Complaint narrative:
On XX/XX/2022 at XXXX a.m. a hacker took control of my cell phone, opened BOK Financial app and as I watched on the screen began taking money out of the personal checking account. The hacker did 1st one for {$0.00} dollars, the second one for {$500.00} dollars and then I disconnected the app and hung up the call from the hacker. I was online on the account watching as this was happening. 

I immediately called BOKFinancial and spoke with XXXX XXXX. She said it was XXXX and it was instant and the bank can't control XXXX payments. The payment showed it was pending and XXXX stated she would put a freeze on both of my accounts. At the same time I was on the phone I rec 'd 2 emails on BOK Financial letterhead to contact the company ASAP for a XXXX withdrawal. I printed out the 2 emails along with the 1st email rec 'd that morning that started the entire phishing hack and went straight to the bank. 

I spent 2 hours with XXXX who calmed me down but filed a complaint with the XXXX Fraud dept and closed my accounts minus the amounts in pending status. The rest of the day I spent dealing with all credit card companies, cell phone replacement, and laptop cleaning. All credit cards were canceled with new cards issued. A fraud alert was placed on Credit Bureaus as well. 

I called or emailed XXXX for the next 4 days awaiting a response from the XXXX Fraud dept. On XX/XX/XXXX I called again and spoke with XXXX about updates and concerns from lack of communication or contact. XXXX opened my accounts and allowed me the ability to access accounts online, not mobile. So far I have access to personal checking only and am awaiting business account access. I was directed to email XXXX again. I did. I received an email from XXXX later in the day ( attached ) that the fraud dept has denied my complaint stating I added the app. I began researching my rights. I did add the app. The BOK Financial app. XXXX is on the XXXX XXXX app in my account located at the bottom of the account page ( mobile only ) in blue. I did not add this feature nor have I heard of XXXX before XX/XX/XXXX. I read about regulation E. I have requested instructions to file regulation XXXX dispute with the bank and they said to put my complaint in writing and send it to the branch I spent 2 hours in on XX/XX/XXXX. BOK Financial claims I authorized this transaction and I did not. I have followed all steps to stop any further withdrawals of my account. Changed phones, had my laptop scrubbed, and now have been told BOK Financial will not do any investigation as I added the app. This is not only wrong. BOK Financial needs to advise customers that adding their app on a mobile device renders any loss of funds if that app is used due to the customer downloading the app. 

Bank was aware of and saw that the XXXX transaction occurred and was in pending status for hours. Bank could have stopped the transaction entirely. XXXX indicated the emails with the XXXX heading are not from XXXX. It was another part of the phishing scam. XXXX is aware of the scam and has been involved since 3 minutes after it began. 
The funds should be returned as XXXX had sufficient warning, time, evidence of the scam to stop the payment. XXXX did not stop the payment

Company response to consumer: Closed with explanation