Consumer complaint received 2024-02-28 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:
While at my job. I was contacted at XXXX XX/XX/XXXX by XXXX, Caller ID recognized as Bank of America , 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 She informed me time was of the essence and that I needed to act swiftly before the funds would be withdrawn.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 Jatna Billings ( 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 ( 2 ) 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. Operator XXXX was great and issued me case # XXXX. I filed with XXXX XXXX Sheriff 's office 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. Fraud through XXXX apparently has been mounting tremendously that the issue has made it to Congress 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. I was suspect a few times mainly about the codes that ended up being the transactions, the quality of the phone line and how they were a step ahead in the instruction of the app itself. I will give it to them as in total was about a 2 hour experience and that I cursed heavily numerous times with my frustrations in the performance of such ridiculous actions, again nothing that I haven't experienced growing pains with BOA. They were very understanding and comforting but have a feeling that they work or have worked for BOA/ XXXX it was that convincing. I had no knowledge of such scheme even though bank of America apparently has had knowledge of for sometime. I am disappointed I let my guard down. Being a Federal employee I am familiar with quite a few that I must be aware and help the public with, unfortunately I have become a victim. 

Since my original submission and amid Bank of America 's investigation I was alerted that my phone/contact number were removed. More recently I was alerted to an account review on the app solidifying that I hold my account secure. So, I never authorized any of this and seems like efforts to cover up or remedy flaws that are becoming aware. I was encouraged before today 's telephone call informing me the continuation of the denial of my claim because I made the transactions, but I was forced/coerced into these actions under the pretense I was interacting with Bank of America . BOA has lied where they don't call you but they do I have records and that's how I know the number so vividly when my cards were compromised. That's just basic what else are they lying about? I deal with the public and have fielded so many complaints especially after BOA bought up their mortgages and strong armed them instead of honoring the agreements they purchased. Again these scammers have knowledge how BOA operates as if it has inside intelligence, how is the consumer protected when throughout all security measures are easy to manipulate. This is something I feared and why I did not ever wish to make use of online banking but with FDIC, COVID and the horrendous USPS was basically forced to and now along with others fears have come to fruition under the protection of our government. Bank of America, XXXX and XXXX are all guilty in this crime.

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