Consumer complaint received 2025-10-30 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem using a debit or ATM card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
I had both my personal and business bank accounts hacked into this past XXXX, XXXX. I filed a claim as soon as I discovered the fraud with Bank of America. It took two months for the money to be credited into my accounts. The fraud occurred in XXXX at different BofA locations. The thieves were able to obtain my account information. I have not been to XXXX in over 40 years! I gave BofA confirmation that i was at home in the XXXX XXXX XXXX, CA. where I live and mentioned to them there was no notification from BofA regarding authorization for the transactions .On XX/XX/XXXX, after 3 fraudulent bank withdrawals, ( {$2700.00} ), I received a call from Bof A requesting to go a local branch and verify my Id. I went the next day, XX/XX/XXXX and verified. This was the only conversation with the fraud department. I did not discover the fist 3 fraudulent charges until Sunday, XXXXXXXX XXXX.There was no notification from BofA! On Monday, XX/XX/XXXX, I received a call from someone stating they were with BofA. They started asking me about the charges in a very peculiar way, then asked about my cell phone. They asked if I had XXXX pay but the only answer I gave was no. Then I asked why they wanted phone information and the person on the line said they needed to verify my sim card number. I immediately hung up on them. About 10 minutes later, my phone went dead. They hacked into my XXXX account, transferred my number to another phone and were able to verify and approve 9 more transactions ( {$8100.00} ). There was no communication from BoA until XX/XX/XXXX, when I was asked if I had approved the transactions from both accounts. I said no and we said good by. I received two letters this week, ( XX/XX/XXXX & XXXX ), from BofA stating the investigation was complete and that I did authorize the transactions. I spoke to XXXX XXXX on XX/XX/XXXX and she told me that this investigation did not look right and she promised to re-open both claims again. She also stated she would file a hardship regarding the reversal of credit : this has not happened yet and both charges were reversed already. Can you help me with this matter? BofA is not only wrong with their investigation, but they choose not to open their eyes and be thorough with it. They decided last minute that I authorized the transactions, even after viewing camera footage! I don't understand why they are accusing me? After banking with them over thirty one years, this is what they decided. We have all of our accounts with BofA. The bank is being fraudulent with their poor investigation and tremendous lack of communication towards my claims. I received one call from BofA on XX/XX/XXXX, regarding the investigation and confirmed the fraud, then two days later, they make their decision to reverse the credits. I have a case here but need help to subpoena video and additional bank information. This has caused significant stress in my life as well as my wife 's. I look forward to hearing back from you. ( I was only able to add one account to this complaint. It affects two account. I entered the account with the higher fraud amount ) Sincerely, XXXX 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 monetary relief