Consumer complaint received 2024-06-09 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: MD

Complaint narrative:
References to research as I'm continuing to prepare my individual lawsuit. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX While at my job. I was contacted at XXXX XX/XX/XXXX by XXXX, Caller ID recognized as Bank of America XXXX a number I'm familiar with when fraudulent attempts made. The person informed me that there had been 2 suspicious transactions and a new bank account created in my name with my phone number. She informed me time was of the essence and that I needed to act swiftly before the funds would be withdrawn. She stated that they had traced the information leak through XXXX, the embedded secure service within the Bank of America App, and that I would be transferred to XXXX to verify who I am and processes to rectify the situation. XXXX XXXX # XXXX, a XXXX XXXX issued me a case # XXXX. His first instruction was to open my banking app to the XXXX payment function and add an billing agent XXXX XXXX  ( XXXX ) an send a code XXXX with memo VOID XXXX, confirmation # XXXX, to also screen shot the payment image to a office community number XXXX. The next protocol was to add billing agent XXXX XXXX ( XXXX ) in the app and send code XXXX with memo XXXX, confirmation # XXXX, also to send screen shot of the payment image to that same XXXX. XXXX then informed me that the original code of XXXX to XXXX XXXX had expired/not submitted timely and that XXXX would now tackle this issue by sending code XXXX with memo XXXX, confirmation # XXXX, with again sending the screenshot to community number XXXX. At this point, XXXX thanked me for my vigilance, that I would be receiving a survey in my email about my experience, that I would be transferred to a Bank Security Officer to file a police report to finalize the incident. Officer XXXX XXXX went over and discussed with me the prior actions and codes that were issued to verify myself and remedy the situation, he then had me send a code XXXX to agent XXXX XXXX to finalize the incident, that I would be contacted within 24 hours to reassure any and all refunds were performed. I did receive those ( XXXX ) calls at XXXX & XXXX the following day but was unable to answer. When home Wednesday evening, I had telephoned my mother who said that she was approached in the same manner, same suspicious transactions ( {$990.00} & {$1300.00} ) and a new bank account in her name with her phone number. She immediately hung up the phone after discussing my experience the day prior. This alerted me to check my account and no funds had been refunded. I contacted Bank of America Thursday morning where they verified that I had been scammed. XXXX XXXX was great and issued me case # XXXX. I filed with XXXX XXXX XXXX XXXX XXXX with XXXX XXXX XXXX, # XXXX and he has issued me case # XXXX. Sadly through my research that this has been ongoing and an issue that BOA has been fully aware of ( since XXXX ) and still highly promotes the app as highly secure but with a clause that because I initiated the payments that my funds are unrecoverable. XXXX through XXXX apparently has been mounting tremendously that the issue has made it to XXXX where BOA and the other banks that helped create it warned/instructed to do better. Through my research and conversations that even through my due diligence I was unknowingly a victim by very good imposters who spoofed BOA Fraud and XXXX phone numbers. They were familiar with the Banking protocols that I had experience previously.

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