Consumer complaint received 2025-03-14 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TN

Complaint narrative:
I got cyber attacked. Someone got ahold of my bank information around XXXX. They successfully made a transaction of about {$100.00} at a restaurant outside of the state of my current residence. I disputed this transaction and got a fraud claim. A week or XXXX later, almost XXXX pages full of attempts on my bank card. So random, XXXX subscriptions, XXXX, XXXX, and few others that I was not familiar with at all. I called the bank and let them know that those attempts were not me. I was not aware that this was an attack. I was on edge about my account and was not sure what steps to take to protect my account. I was not aware that someone was preying on me. On Sunday, XXXX of XXXX, someone called impersonating the fraud department from my bank. I was genuinely unaware that banks dont reach out when fraud is attempted. I was really tired, I was just leaving my job at XXXX around XXXX when I received the call. I was tired, my body was crashing from a virus that I currently still have, and I was not in my right mindset. Before I drove off the lot of my job, I got a text from what I thought was the bank. It seemed like a normal message from the bank, asking me if I was attempting to make a transaction at a XXXX in Florida so I replied with NO. Then I got on the road and started driving, then I got a call mid drive. The man called and spoke with such urgency and professional. He was stating that someone had gotten ahold of my account and larges lurches were made successfully and that it triggered the fraud department. He did not ask me for any personal information and actually read my bank information to me, my phone number, email attached, and my home address. I was driving when he was speaking to me and I was just afraid of losing more money. I worked so hard for my money, its the only thing I have and now its all gone. He had me transfer money around and was saying that I was receiving provisional funds. Has me withdraw these funds from my account and transfer them to a different account that he claimed was a safe place to put the money so the perpetrators wouldnt get it. He said my current funds were not correct and that my account was frozen and under investigation so what I saw on my screen was not correct. I had all my funds in a savings account. I had a total of {$9800.00} and some change. Plus he took {$500.00} from my debit. He had me open a new account and called it a temporary safe place then had me transfer my money in informants of {$2000.00}. Had me add a card to XXXX wallet, in which the name was not changed so I believed him. I thought this card was really made for me. Took {$4000.00} on Sunday and said I would see it in my online account the next day. He told me that the other funds were being investigated and that the bank was waiting for XXXX to review and release the funds along with a surveillance video of the perpetrator who was using my card. He asked me if I wanted to get authorities involved and I said yes. He told me he would call me in the morning to give me an update on XXXX decision and video surveillance, along with the rest of my funds. He called me the next morning as early as XXXX. I didnt hear that call and woke up when he called me again at XXXX. At this point the virus completely settled in my body. Im sick and groggy and he states that the rest of the provisional funds were successfully received and ready to be transferred to my safe account. Had me walk into a bank and withdraw {$6300.00}. Then deposit into that same card. He told me to remove the card from my wallet since it was only temporary and I was going to see it pop up on my online account later that day. Told me that an another member from the department was going to get ahold of me to update me on the surveillance and authorities. He told me he was a supervisor and that he was setting these things up and thats why he was able to bypass these things. Tried to show me sympathy for being sick and told me a story of his daughter being sick and his mom being sick and having to pick up extra hours. I didnt realize what had happened until it was too late. I was lucky enough to have the last 4 of the card he had me deposit the money into. I really need this money. Someone attempted to XXXX XXXX XXXX XXXX couple years ago and broke several teeth of mine. I finally saved enough to get my teeth fixed but now its all gone. I provided the bank with the last four since it popped up on my phone as another Bank Of America card and it was a business card. I was also able to get the last 4 phone digits associated to that card. I told the bank but they declaimed my claim and only sent me a picture of myself at the ATM. I dont think a thorough investigation was done. Ive been with BOFA for 5 years and never had a problem before. They should be able to pull up the transactions from the other account along with the bank transactions when the cash was deposited. Shouldnt they be able to see who it was sent to with the information I gave them? Please tell me you could help me. I went to the authorities and even made a police report but this morning I received a response that my claims were denied. Please tell me you could help me. I worked so hard for months. Again I made police reports and provided them to the bank as well.

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