Consumer complaint received 2026-07-01 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: VA

Complaint narrative:
Fraud and Identify Thief XXXX XXXX and XXXX XXXX Bank of American Claim Number : XXXX I was the victim of identity theft and fraud to numerous credit cards and bank accounts on XXXX XX/XX/year> in XXXX, NC while on a weekend visit. My phone was stolen and broken into, my XXXX password was reset and the master key was used to completely take over my icloud account. XXXX XXXX was stop the use of my icloud account since the Master Key was used. Since my XXXX was hijacked, the thief was able to steal my identity. In the course of 16 hours they purchased new XXXX and used them to enact the 2 factor authentication when making large purchases and sending XXXX XXXX via my XXXX and phone number. Additionally, they changed my Bank of America passwords, my XXXX was compromised enabling the thief to change all my passwords, gain access to any accounts by forgetting passwords and then changing them and proceed then proceed to move XXXX from my BOA HELOC to my checking account were they made numerous fraud charges, to include XXXX XXXX payments, and mobile store purchases. In addition, my Drivers License and other credit cards were compromised. I did not authorize any charges. Once I realized that my Bank of America HELOC was compromised on XXXX XXXX, I immediately called Bank of America ( from phone number XXXX ) while the funds were in a " pending '' status requesting that my funds be held and accounts locked. Only XXXX was able to be stopped while the other XXXX was allowed to transfer via XXXX XXXX. I had to call back again and that is why the second XXXX was able to be stopped. The first time I called and reported it should have stopped all charges and this did not happen and the funds were still able to be transferred via XXXX XXXX. The accounts remained accessible because the HELOC customer service didnt alert the checking account branch so XXXX XXXX bank could be notified in a timely fashion. I didnt realize they only would close the HELOC account. By the time I realized this, the money was already sent via XXXX XXXX. The phone was hacked into and they changed all facial recognition, passcodes, etc, and stole my identity enabling them to send XXXX XXXX. Bank of America send the claim to XXXX XXXX Bank who handled XXXX XXXX. XXXX XXXX Bank claims I authorized the charges and I did not authorize any charges. Two factor was able to be used because my XXXX was hacked and my master key and thus XXXX taken over ( identity theft ). I called XXXX and they said their hands were tied. XXXX XXXX fraud claim number is XXXX. I am current XXXX employee with an active XXXX XXXX and I would never put myself in a position to jeopardize my clearance or my job by disputing this unless unless it was fraud and not authorized. I have reported this fraud to the XXXX XXXX XXXX as I am in the middle of a reinvestigation for my XXXX XXXX. I also filed a police report with the XXXX XXXX Police, filed an identity theft case with the FTC and alerted all three credit bureaus to freeze my files. Case number XXXX, Officer XXXX XXXX XXXX Ph : XXXX ; email XXXX. Once I realized my phone was hacked and XXXX into, immediately began closing accounts and reporting the issues. I did not authorize ANY of the charges or mobile payments. The e-card and phone were not in my possession and during the time the disputed charges occurred. My phone number was being used and my phone These were all fraudulent charges. I never provided my password to anyone or allowed anyone to use my account. If the Bank of America rep would have been more proactive and notified the proper offices, I believe the pending transaction could have been stopped and the money would never have been transferred via XXXX XXXX. One transaction was stopped, but one was not. Also, my XXXX and XXXX XXXX and XXXX was hacked and all deemed fraud after they investigated my claims. My job, due to my security clearance and my financial well-being will be in jeopardy, I ask that contact me with any additional questions regarding this matter as I would like to make sure all the facts are known so I am able to get a favorable closure to this case, which has been a nightmare for myself and my family. I certify the representations are made true, correct and contain no material omissions of fact. Thank you, XXXX XXXX XXXX : XXXX Work, : XXXX

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