Consumer complaint received 2025-03-16 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
I am a victim of extreme ID theft, fraud, network crimes and more after dating a man in the military while living in Michigan. As well as having had attempts on my life where my social security card, state ID, unlocked XXXX were stolen and more. My information, including SSN, DOB, many known and unknown addresses, cell and emails, are on the dark web. I have been dealing with Bank of America since XXXX, while dealing with constant fraud, network crimes and attacks on my life. They worked diligently and helped me allot. However, since living in XXXX, MI XXXX, then fleeing Michigan due XXXX XXXX XXXX & XXXX, my XXXX  have not worked right. I can not get through to my bank, my calls are being re-routed to scammers, who also call me, etc, making dealing with the ID theft hard. Someone has been accessing my online banking for months, so BOA could not even verify me over the phone in XXXX & XX/XX/XXXX, while in NC fleeing XXXX and dealing with serious ID theft and more. I had to physically go to the center almost three times a week. We set up a new BOA acct for me in NC, after my debit card was stolen from a clerk at a convenience store in XXXX, NC. Then my new card info was stolen in XX/XX/XXXX, prior to fleeing NC, to come to a XXXX  shelter in XXXX, FL. I had called what I thought was BOA fraud dept around XXXX XXXX, but was scammed. The man I spoke to said he could not verify me over phone, but could if I gave him my debit card info. I was XXXX and gave him my card info, including the XXXX. Then he said he still couldnt verify me and hung up. Ive recently relocated to an apartment in XXXX, FL at XXXX XXXX XXXX XXXX XXXX XXXX side of XXXX. Not a good area. I could not get ahold of the fraud department by phone again bc my calls would not go through, the line would ring forever with no one answering or get re-routed to some scammer. So on XX/XX/XXXX around XXXX, I decided to go to the Bank of America XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, just a little over mile from me. This branch is run by all XXXX. This made me feel uncomfortable after XXXX  are always the ones who commit fraud on my XXXX and networks. Ive also almost been trafficked by a couple in XXXX, AZ in XXXX, who also stole my info, as well as in OH and XXXX, MI, at the end of XXXX, who stole my info. I decided to go ahead and speak with the banker at this branch who approached me, XXXX XXXX, to ask him to call fraud for me re my recent fraud, as well as problems logging into my online banking, settings being changed, the app telling me it does not recognize my SSN, when I try to reset my password if Ive forgotten t. The app will ask you for your card number and SSN. I enter it and the app alerts me that it does not recognize my SSN, to use a tax ID, etc. I also wanted to get a new debit card and account when I met with XXXX XXXX, as well as talk to fraud department. XXXX called what I thought was the fraud dept from his phone, then walked away to talk to his co-workers while I was on the phone speaking to a man I believed to be from fraud dept. This man on phone kept laughing, saying sorry I keep looking at XXXX instead of XXXX. He also said I need to speak to their authentication department bc seems I need better authentication on my account. I told him Ive never heard of this department since dealing with extreme ID theft since XXXX. I asked him what dept he worked in. He said credit card fraud. I told him I needed to speak to the regular fraud dept, who works with online, debit card and all fraud and to transfer me. He gave me the number to this bogus authentication department telling me to call the number after I get off phone. The number is XXXX. He transferred me and I got another woman who was young, did not seem legit, was not helping, etc. I asked her what department she works for. She said credit card fraud, like the first guy I spoke to. So I hung up. I had to call the baker, XXXX, back to the cubicle bc he was chatting with all of his co-workers someplace else. I asked him if he ever heard of the authentication department. He said no, did they give you a number. I gave him the above number. He XXXX  it from his computer, sat there for a couple minutes looking confused, picked up his BOA phone, dialed a number, then tells me yes, its a legit BOA number. I asked to see his computer screen, so he turns it and the number was popping up as a scam number, text now and other scam sites using that number that are BOA imposters, like a XXXX XXXX and XXXX XXXX, etc. XXXX XXXX told me he didnt have enough time to help me with the ID theft, accts, logging in, calling, set up new acct & card, etc, that day and that we would make an appointment for Friday XX/XX/XXXX at XXXX. I took his card, left and never went back due to the above situation and definitely not feeling safe doing any business with this branch at all. Especially given my previous experiences. My ID theft and above concerns still have not been addressed. I am getting all sorts of alerts on my credit file, but also can not access that. I also got an email last week stating welcome to your new checking account, when I never set one up. I can not get ahold of BOA from my phone, do not have reliable transportation and do not feel safe dealing with the branch closest to me. I have also been getting sick the past week at my new apartment at XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX, FL XXXX, which has prevented me from doing anything to address this. I need some help with this. I also need IC3 and other agencies to investigate the extreme ID theft, fraud, dark web, attacks on my life after stealing my identity and more. Thank you. 

XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX XXXX FL XXXX

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