Consumer complaint received 2026-07-01 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX

Complaint narrative:
On XX/XX/year>, I received a text message from someone claiming to be a Bank of America agent. The text indicated suspicious activity on my debit card and asked me to confirm or deny the transaction. After denying the transaction, the text stated an agent would call soon. Within approximately XXXX minute, a person called claiming to be from Bank of America regarding the fraud alert. The caller stated my account may have been compromised and indicated multiple attempted transactions in Maryland and Texas. The caller asked if I had been to a bank recently, and I stated it had been years. The caller referenced specific bank branches in area where I grew up. The caller told me that similar incidents were occurring in XXXX. The caller stated this was a federal investigation and instructed me to physically go to the bank to complete a transaction to a dummy account to identify teller agents lifting restrictions. The caller directed me to stay on the phone while driving to the bank and to place my phone in my purse upon arrival so bank staff would not know I was on the phone. the caller instructed me to withdraw {$43000.00}, which was not available in my checking account. I went to the bank and requested the withdrawal from the teller. The teller questioned the amount and attempted to verify the transaction with a manager. I left the teller window and went to my car, where I expressed concern to the caller about being scammed. The caller reassured me that no money would leave her account and this was part of the investigation process. I returned to the bank while the teller and manager had my identification.The transaction was completed for {$29000.00}. I returned to my car and the caller instructed me to check XXXX XXXX, which was linked to my bank accounts. The caller stated they needed to verify if security settings were triggering declines properly. Multiple attempts were made through XXXX XXXX, which were declined. The caller stated the triggers were set correctly and told me I would receive a call at XXXX Central Time to reallocate her accounts. I told her husband about the incident, and he immediately identified it as fraudulent. I called the phone number back and a person answered after a pause, stating their name and Bank of America. I told the person I was calling the police and ended the call. At approximately XXXX, me and my husband attempted to drive to the bank in XXXX but could not arrive before the XXXX closing time. We contacted the Bank of America fraud department by phone, and the bank placed a block on all her accounts and initiated a fraud claim. As of approximately XXXX on XX/XX/year>, the hold was removed on the transaction and the transaction was solidified. I contacted the fraud department again to continue the fraud claim process. I provided a written statement to the police and they created a report. As of XX/XX/year>, Bank of America indicated they could not refund me any of my money because they could not " retrieve '' the money from the acct it was wired to. I was a victim of scam fraud and no one at BOA protected me. I am a costumer of 20 years and the scammer is still contacting me as of XX/XX/year>.

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