Consumer complaint received 2024-11-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: ME

Complaint narrative:
On XX/XX/XXXX I received a text message labeled as being from Bank of America asking if I had approved a charge for {$900.00} to XXXX. I responded NO as I had in the past when I received texts such as this. I received a phone call saying they were from the Bank of America XXXX department which is what the number listed as. They asked that I log on to verify my last purchase. Because I logged on with my phone, Bank of America said they utilized a malware that allowed them to access my account. Apparently this has happened very often recently. I did not provide my password or any login information. Minutes after the phone call ended I called Bank of America because I received XXXX emails. XXXX that said I had taken a cash advance for {$1300.00} from my credit card, XXXX for a wire transfer for {$8000.00}, and XXXX for a wire transfer of {$1900.00}. When I called the fraud department they did a swift recall to stop the {$1900.00} wire, but they said the {$8000.00} wire had already processed. A red flag never went up to say something might be wrong, yet it maxed out my credit card and completely emptied my checking account. During my XXXX years with Bank of America I never once sent a wire nor have I ever taken a cash advance. They froze my account and I still cant access it to this day. I had no way to access my money that they were able to stop nor the XXXX paychecks that followed. I couldnt open a new account easily because of the fraud. For close to a month all I had was the cash in my wallet previous to XX/XX/XXXX. Bank of America said there was very little chance I would get my money back. They filed my claim as a scam, said that was incorrect, and refiled as a fraud. They have denied my claim twice. During this time I filed a local police report, an FBI report, a FTC report, a report with the local Maine XXXX XXXX, a complaint with the BBB, a letter to the XXXX  of Bank of America, and my story was told over the news and investigated in their department. They said all accounts were frozen during this time, but a couple weeks after this took place a fraudulent charge of another {$360.00} happened on my credit card. I couldnt use it but someone else did. Then they said they sent XXXX replacement cards, but I never received them. This meant I had to wait weeks for even a new credit card. I didnt get a new one until the third time I requested it. This situation took everything I had. I couldnt pay rent or my car. I was at risk of eviction and loosing my car. I am slowly trying to build back my finances, but working at a non-profit domestic XXXX agency I am already living paycheck to paycheck. I dont understand why someone would do this, and I cant understand how the bank could do nothing to protect me. I know to a XXXX dollar corporation {$8000.00} is nothing and was very clear that they did not care. Even their employees said the bank would not help me. But to me, this was everything.

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