Consumer complaint received 2024-12-11 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MO

Complaint narrative:
This incident of fraud against our Bank of America account was more than likely prompted by my wife being robbed on XX/XX/year>. Her purse was stolen which contained her drivers license, bank cards, credit cards, and her cell phone. Then on XX/XX/XXXX, I received a cell phone call from XXXX XXXX and the individual identified themselves as a member of the Fraud Department of Bank of America. They stated that they want to investigate our bank status to assure us that our bank profile had sufficient funds. They sent me Bank of America security notifications with the BofA logo and asked for the information after I received the code. They did this repeatedly and I questioned the reason for this action. Eventually, they made a contact with Bank of America and impersonated me and asked me to not speak as they needed to speak on my behalf. I questioned this and hung up. Evidently, they were able to take care of the wire transfer and sent it to XXXX XXXX. I questioned why they were speaking for me and additionally, they tried to have me go to a local BofA branch to make a withdrawal on their behalf. As I stated, I hung up on them. I questioned the actions, and they stated that it was part of the process. I question the use of the notification codes with the BofA logo as these codes opened up the online banking. How were there able to secure these codes? Also, in the past, with any sizable purchase or withdrawal, Bank of America has directly contacted me for security reasons to make certain that the purchase or withdrawal was specifically me. This never happened! Why not? There needs to more security in cases, and in this case, we were defrauded of XXXX from our checking account and our credit cards. We received no check-in with our account. The money went to XXXX XXXX  with no recovery available as the money was immediately cleaned from the account. So, impersonation of the fraud department individual, impersonation of security codes ( how did they get them ) impersonation of me in a phone call to Bank of America, and then no additional check with us on the wire transfer which I didn't authorize. I took this to the corporation level with customer care and received no willingness to accept any claim on our part. We have had no willingness from Bank of America to help us out financially. The credit card claims were denied 3 times as we tried to get Bank of America to accept some responsibility. None was taken by Bank of America. Loss XXXX dollars We have been customers of Bank of America for over 40 years, and nothing was done for us to accommodate our loyalty. They have used our money for that length of time, but nothing has been done for us in this situation. No check with us before sending the wire transfer. Impersonation of security logos, Impersonating me to speak on my behalf. Why can't they help us out?

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