Consumer complaint received 2025-01-23 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MD

Complaint narrative:
Note : This is being resubmitted because the company provided misinformation. Requested paperwork was submitted to them within 10 calendar days from when the customer spoke to the person assigned to the case. The last conversation was on XX/XX/XXXX with the company. I spoke to an agent at the Consumer Financial Protection Bureau and was told I could resubmit. Proof of the requested information can be supplied. Information was sent to the XXXX email on XX/XX/XXXX at XXXX. The company provided within 10 calendar days. A fax provided for the requested email was attempted to to be sent to the company on XX/XX/XXXX, and the result was no answer. But the email went through. 

Please see the details below. 

On XX/XX/XXXX, a pop up appeared on my apple XXXX XXXX with an alert advising me to call the XXXX XXXX number. The apple support person identified themselves as XXXX XXXX, XXXX ID XXXX XXXX, and then gave me a secured line to call because he said that my internet had been compromised. He also informed that my social security number had been compromised as well as hackers had gotten into my system. He then remoted into my computer system and had me download an Any Desk App. He ran some checks from https : XXXX. 

XXXX XXXX as the XXXX XXXX on your XXXX - XXXX Support Starting with XXXX XXXX, your XXXX uses zsh as the default login shell and interactive shell. You can make zsh the default in earlier versions of macOS as well. 
XXXX This is were I was shown that someone had hacked into my bank account at Bank of America. Then I was told the next day that had to reach out to my bank because Social Security and the FDIC ad to be notified promptly. In addition, I was told to limit internet access. On XX/XX/XXXX, I called the secured number back and XXXXXXXX XXXX transferred me to Bank of America with a number I provided to the bank. I was verified and then my account was reviewed with the Fraud Department, XXXX XXXX. He told me on XX/XX/XXXX, at XXXX, the amount of {$36000.00} was coming out of my account from XXXX. Then he said that he was notifying the authorities, which were the Social Security Administration and the Federal Deposit Insurance Corporation. He then gave more information on how to protect my identity. Then he told me I had to withdraw {$25000.00} from my savings account to ensure this transaction was stopped. I went to the bank to do this. I was not asked any questions and was given the money with XXXX steps ID and code to the phone. XXXX, from the fraud department, said not to tell them that I was online with the fraud department because someone from the bank may be involved. This was the local branch in XXXX XXXX, Maryland in the town of XXXX XXXX. XXXX also told me that I had to bring the balance down, so this could stop the transaction from going through. Then he had me go to a bitcoin machine to deposit the money into my wallet. I had to take a picture of myself with my driver 's license. I was then sent an org code. After that I was told to add the money to my wallet and was able to get a receipt which I tool a screenshot of. The next day when I contacted the secure line, and they transferred me again to Bank of America, I was told that my identity was still not secured, and the hackers were not doing anything right now. But I had to go and withdraw some more funds. Then I asked to speak to the FDIC investigator. At this time, XXXX told me that he would have to get them on an appointed time. This did not go as planned, so I did not do the withdrawal. Then I looked up another number for XXXX and was told by the representative that this was a scam and to immediately change my password and disconnect any apps. Then the bank was notified, the police, and a message was left for the police fraudulent crime unit, an FBI IC3 complaint was filed, and then I received some legal advice on some next steps on how to recover my stolen funds. 

Thank you for reviewing my case. 

Thank you, XXXX 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 explanation