Consumer complaint received 2026-03-13 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: AZ

Complaint narrative:
To Whom It May Concern, I am writing to formally request a thorough, comprehensive, and executive-level review of my fraud claim regarding a transfer of {$9900.00}, which was the result of a sophisticated impersonation scam targeting me. This letter is submitted to both Bank of America and Green Dot to ensure that the claim is reviewed at the supervisory/escalation level. I have fully cooperated with prior investigations and have submitted all documentation available to me, including : Police report reference number Bank of America case number Screenshots of text communications and calls related to the incident Transaction history and all routing/account numbers provided by the scammers Additionally, I have filed complaints with the Consumer Financial Protection Bureau ( CFPB ), the Federal Trade Commission ( FTC ) , and the Office of the Comptroller of the Currency ( OCC ) to ensure that this fraud is properly documented and addressed. Summary of Events On XX/XX/XXXX, I received a text message appearing to be a Bank of America fraud alert asking if I had authorized a transaction at XXXX XXXX in XXXX for {$740.00} at XXXX XXXX. I immediately replied NO at XXXX XXXX Shortly thereafter, I received another message stating that a Bank of America representative would call me shortly, which appeared consistent with legitimate fraud alert procedures. I then received a call from an individual identifying himself as XXXX XXXX, claiming to be a Bank of America fraud representative. He reviewed my last XXXX account transactions with me. Afterwards, he transferred the call to another individual identifying himself as XXXX XXXX, who claimed to be XXXX supervisor. XXXX XXXX stated that my account would need to be closed to protect it from unauthorized access. He instructed me to transfer funds from my savings to checking, then from checking to my XXXX XXXX, and eventually to a new account he provided. The transfers included multiple installments totaling {$9900.00}. At the time, I believed I was following legitimate Bank of America fraud prevention instructions, and I did not intend to send money to any third party. Only later did I discover that the account and routing numbers provided were fraudulent, and that I had been manipulated by criminals impersonating Bank of America fraud representatives. Nature of the Fraud This is a classic bank impersonation / social-engineering scam. Criminals impersonated Bank of America fraud personnel and provided fraudulent routing and account numbers, convincing me to transfer my funds under the false belief that I was securing my money within the bank. While it may appear that I sent funds to myself through XXXX XXXX, this was not a voluntary transfer. I was defrauded under the pretense of following official bank instructions, and my authorization was obtained solely due to the impersonation of Bank of America personnel. Regulatory and Legal Basis Under the Electronic Fund Transfer Act ( 15 U.S.C. 1693 ) and Regulation E ( 12 CFR 1005 ), financial institutions are required to conduct good-faith and thorough investigations of disputed electronic transfers when a consumer reports unauthorized or fraud-induced activity. Recent guidance from the CFPB and the Federal Financial Institutions Examination Council ( FFIEC ) emphasizes that institutions should consider transactions conducted under social-engineering / impersonation schemes as fraud-induced, even if the consumer technically authorized the transfer. Courts, such as In re XXXX, XXXX XXXX XXXX ( XXXX XXXX XXXX ), have recognized that victims of impersonation fraud are entitled to restitution when authorization was obtained through deception. Based on this guidance, I respectfully request that Bank of America and Green Dot apply best practices for social-engineering fraud recovery, fully reinvestigate this case, and reimburse the funds taken from me. Request Given the evidence provided, I respectfully request that : XXXX. This claim be escalated to the XXXX XXXX or supervisory review team. XXXX. The circumstances be considered fraud-induced authorization and impersonation fraud, rather than a voluntary transfer. XXXX. The destination account and routing information provided to me by the impersonators be fully investigated for fraudulent activity. XXXX. I be reimbursed for the {$9900.00} taken as a result of this fraud. I have fully cooperated with the investigation, promptly reported the incident, and provided all necessary documentation. I acted at all times under the belief that I was communicating with legitimate Bank of America fraud personnel and following instructions to protect my account. I urge that this case be reviewed thoroughly and urgently at the supervisory/executive level to ensure proper resolution. Thank you for your attention to this matter. Best, XXXX XXXX XXXX police dept police report number ( XXXX ) BOA FRAUD CLAIM NUMBER : 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