Consumer complaint received 2022-08-28 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: OR

Complaint narrative:
On XX/XX/2022 I received a text alert on my phone, inquiring about a suspicious transaction on our bank account. It was asking if I recognized a XXXX transaction in the amount of {$1700.00} and then another one for {$1800.00}. I responded " no '' to the text and was then contacted over the phone by someone claiming to be a representative of Bank of America, who informed me that he would assist me in getting our money back. This individual knew all of our contact and bank information, and informed us that there had been multiple transactions, resulting in a loss of {$10000.00} from our checking account. This individual was calling from the toll free number listed on the back of our debit card, which was Bank of America. The individual walked us through the process multiple times of reversing the unauthorized charges, he informed us that due to the amount of money taken it would take a couple of days to recover our money. He informed me that they had the information of the person attempting to gain access to our account and that the authorities would be contacted, so that further investigation could be completed. I attempted to contact the fraud department of the bank over the weekend to verify that the person I was speaking with was legitimate, but the fraud department was not open on the weekend. I contacted my bank on Monday, XX/XX/XXXX, after explaining what had happened the representative informed me that we had been scammed and would not be getting our money back. The representative then assisted me in filing a fraud claim and I was informed that it would take up to 45 days to reach a decision. Meanwhile, we were left in disbelief, and astounded that the bank was not willing to assist us any further. We are now completely broke and have a small amount left in our account. I contacted our local police department who informed me that they were unable to assist us and directed us to ICE.gov to file a fraud claim with the FBI. I also contacted our local news channel where I was interviewed on shown on the news. I also went into the local branch of Bank of America, and without even asking my name, or having any type of discussion with me I was turned away by the branch manager and informed that we would not be getting our money back. I have banked at the same bank for 37 years ... .this branch manager didn't even ask my name or look into by account, and informed me that the fraud department was in control of the situation. WE FEEL EXTREMELY VIOLATED AND ARE EXTREMELY FRUSTRATED WITH THE SITUATION AND FEEL THAT WE HAVE HIT NUMEROUS ROAD BLOCKS, AND NEED ASSISTANCE IN RECOVERING OUR MONEY. We continue to sit her wondering how it all happened and how we will recover our money, if at all. Please help us! Thank you for your time.

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