Consumer complaint received 2024-05-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY

Complaint narrative:
I am a victim of identity theft and fraud. On XX/XX/year>, XXXX fraudulent XXXX transaction was made to XXXX. XXXX XXXX from my Bank of America account. Based on the BOA transaction record, each XXXX transaction to XXXX XXXX XXXX was of {$3500.00} ( in total, {$7000.00} ), on the same day. XXXX transactions confirmation numbers are Conf # XXXX and Conf # XXXX. I filled a fraud claim to the Bank of America on XX/XX/year>, after the fraudulent transaction was made but the bank denied to credit my account. 

XXXX. What had happened to my cell number ( XXXX XXXX XXXX ) that I used in Bank, e-mails, and others XXXX week of XX/XX/year>, suddenly I noticed XXXX XXXX in my cell phone. I contacted XXXX ( cell phone service provider ) customer service. They informed me that my auto pay is declined so it was disconnected. On XX/XX/XXXX, I recharged my account & got connection back. 

After XXXX days, I noticed my phone gone again to XXXX XXXX. I contacted again to XXXX and asked the reason. The customer service said that my physical XXXX is now E-sim. But they did not give me satisfactory answer how it gone to E-sim. I then spoke to the supervisor, and he also did not give me the reason why my physical sim gone to E-sim. But he advised me to buy a new XXXX sim then they will put my old number to the new physical sim. 

Accordingly, I brought a new XXXX XXXX & then they connected me to the new physical sim. Within short time, I noticed my cell again gone to XXXX XXXX status. I contacted XXXX customer service & asked the reason. Customer service informed me that it is showing that my sim is XXXX & advised me to buy a new sim again. I had a hard argument with customer service on how my physical sim again & again going to E-sim? No satisfactory answer from customer service. So, I decided to change phone service provider and purchased a new one on XX/XX/XXXX. 

While my cell phone was on XXXX XXXX status, I could not use my cell phone. I had to use my wifes cell phone ( XXXX XXXX XXXX ) for contacting to XXXX. I think, XXXX has the call records of how XXXX times I called them & why I called them again and again until XX/XX/year>. It might give a clear idea what had happened to my cell phone number at that time. 

XXXX. I could not sign-in to my XXXX, XXXX and other accounts on my PC and laptop during that time, because of password changed or account blocked. 

I had two-way authentication setup with my cell phone number ( XXXX XXXX XXXX ) on which I did not have access to get code for authentication. Recently, I managed to recover some accounts by following email recovery instruction of XXXX and XXXX. 

XXXX. A fraudulent transaction was also made from my XXXX XXXX  account to my XXXX XXXX stock trading account within that week. 

As a result of the fraudulent transaction, my XXXXXXXX XXXX account gone down to a huge negative balance. I had to request XXXX XXXX to freeze my stock trading account. I then contacted to XXXXXXXX XXXX and requested them to block the fraudulent transaction. The XXXX XXXX has fixed the problem later and my account balance back to normal. 

I realized then my personal information, bank details and other information is hacked. Immediately after, I contacted to Bank of America and learned that {$7000.00} has been taken out from my BOA account by XXXX XXXX. I filed a claim to BOA ( claim # XXXX ) to recover my money. Recently, I received a letter from BOA and they denied to credit my account.

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