Consumer complaint received 2025-08-02 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: CA

Complaint narrative:
I filed a claim with the bank because I was scammed. They denied the claim. When I called them back they apologized and said we are sorry we denied the claim because it was filed incorrectly. The claim should be filled under Scam not fraud. So Bank of America promised to investigate the claim file it correctly and made themselves accountable for filling it incorrectly. They said if they can not get the other bank to resolve the issue they will be able to credit my account since they failed to file the claim correctly. They also said that because its a scam and someone impersonated the bank, Bank of America often takes accountability for scammers using the banks information to scam people. This happened on XX/XX/year> the claim for {$1500.00} was re opened. The claim has been pending since XX/XX/XXXX it is still not resolved and Bank of America claims that XXXX bank has failed to respond to them or to resolve the issue. They have reached out to XXXX and they never responded they havent turn in the request for the Hold Harmless Form. Back in XXXX I received several calls from representative claiming to be from Bank of America. This happened on XX/XX/year>. They called at approximately XXXX XXXX. The number they called from is XXXX which is the same phone number is the bank of my debit card. They had all my personal information and they said that they needed to assist me because there was fraud on my account. They needed to transfer my money to a new account in order to avoid my funds to be taken due to fraudulent charges. They asked me to sign in to my account and do a couple things on there that I am not familiar with. I told them I was not familiar and I didnt feel comfortable doing that they sent me notifications and they confirmed my information and their phone number so everything seem legitimate. After I got off the phone with them. I received some emails from Bank of America saying we noticed some transactions on your account. At that point I felt something was wrong and I called the bank. XXXX hours after receiving the fraud call I called the bank and told them what happened. I told them I didnt authorize and had no knowledge because I was tricked and fooled into logging into my account. The bank promised to freeze my account and place the transaction on hold. They also said that they would contact the other bank to let them know it was fraud. My account had a fraudulent wire transfer for {$1500.00} placed on hold and my account was frozen. How ever the next day the transaction was allowed to go through without my consent and the funds were stolen and taken from my account. I am a single mom and I do t have much. I dont have money for food or for the holidays. I have never used a wire transfer before and I am so confused as to why the bank would allow the transaction to go through after I explained to them that it was a scam because of the representatives impersonation of the bank and the calls I got directly from their phone number. Bank of America is not being helpful and they are saying XXXX has failed to respond to the investigation. This is been pending for more then 2 months. I need a response as to what Bank of America has done to resolve this and to protect my account and information because this is very disappointing. Instead of investigating what happened, they turned the blame on me and said is my fault. I have a police report and I have screenshots, telephone records and proof that I received a call from the same phone number that belongs to Bank of America and they scammed me from that number. They impersonated the bank and stole {$1500.00} out of my account. Bank of America needs to take responsibility for that. I read on the previous complaint that they have awarded money to resolve this but thats a complete lie. The bank has done nothing to resolve this claim for the scam of {$1500.00} To this date I have not received any information regarding the scam and what the bank will do moving forward. Also the bank has withheld my direct deposit wages and they are not explaining why this money is not being sent to me a total of {$100.00}. I was promised by the bank to resolve this and to take accountability for scammers impersonating I expect a solution. I have written and recorded proof of all the calls and complaints.

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