Consumer complaint received 2025-07-21 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: VA

Complaint narrative:
On XX/XX/year> I received a text message from number XXXX saying that there was a XXXX payment from my account in the amount of {$2400.00}. Ther message stated to text either YES or NO if I authorized this payment. I did text back XXXX and XXXX. No response was received, On XX/XX/year>, I received a call from number XXXX ( a person, male. do not remember the name of the person who called ) pretending to be a Bank of America with the XXXX Department. He asked me if I approved the payment of {$2400.00} and my response was XXXX. He said that this was probably a XXXX and that he was connecting with a member from the fraud team with XXXX. After a couple of minutes, he said that XXXX XXXX from the XXXX team with XXXX was on the phone on hold. The person said that they had to create a fraud dispute case with both Bank Of America and XXXX which is why XXXX XXXX was added to the conversation. After that, He said to sign on my banking app and go to XXXX and initiate a payment of the same amount ( {$2400.00} ) to XXXX XXXX so he can get the case back in XXXX and cancel the initial payment. I was given the case number of the fraud dispute as XXXX. I was told to input this number in telephone field in XXXX and put XXXX XXXX in the name fields. I did follow the instructions and was told to submit the payment after they said that the payment will show only for a short time until they close the initial fraud case. I was then told to stay on hold for XXXX to confirm that he received the case. After that, they sent me a text with code XXXX and they told me to log off again from my baking application and log back in. Once done, I was told to go to XXXX and look for the same name XXXX XXXX. Once I found the name, they said to enter the code I previously received which was XXXX in the payment section and submit to XXXX XXXX. Once done, I had to go to a doctor 's appointment, they said they will call me back after an hour and half to check if everything was looking fine on my account, after receiving the second call from the same number which is XXXX. XXXX XXXX was on the phone and said that they detected another payment of {$4200.00} and that I should follow the same steps. After hearing that, I became suspicious and hang up the phone. After that I called Bank of America and was advised that this was a scam and that they opened a claim case # XXXX. I was advised that this is a scam and also contact the police department. In total, the scammers took XXXX transactions for {$2400.00} and {$900.00}. 
I have filed a claim with the Bank of America and received a letter saying the bank is unable to refund me the money although the scammer had access to my accounts number, balance, address and other identifying information. If the scammers did not provide me all my identifying information, balance I would have known it was a scam. All bank of America said was that my personal information was compromised and that I should not have initiated the payments. Bank of America is responsible for ensuring my personal information stays safe and secure.

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