Consumer complaint received 2025-12-30 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MD

Complaint narrative:
I am writing to formally appeal and request a comprehensive review of the fraudulent activity that recently occurred on my Bank of America account. On XX/XX/year>, I discovered unauthorized transactions that I neither initiated nor approved. Immediately upon noticing these transactions, I contacted Bank of Americas customer service at XXXXXXXX XXXX  EST on the same day. 
Following the report, I complied with all recommended steps, including filing fraud claim ID XXXX for {$31000.00}, which was opened on XX/XX/year>. At that time, I was assured that all transactions from the evening of XX/XX/XXXX would be disputed, as I did not authorize any payments to XXXXXXXX XXXX XXXX XXXX XXXX. 
On XX/XX/XXXX at XXXXXXXX XXXX  EST, I received a security alert via text asking if I attempted a XXXX payment of {$2000.00} to XXXX XXXX. I immediately replied No. Shortly after, I received a call from an individual identifying himself as XXXX from Bank of America, stating the call was recorded for monitoring purposes. During the call, XXXX referenced my account ending in XXXX, confirming the last four digits of my account number XXXX, my full name, phone number and address. I have never used XXXX XXXX, yet the fraudster created an XXXX XXXX profile using my information and intercepted two-way multi-factor authentication. I did not receive or approve any authentication texts, nor did I authorize the removal of funds from my account ending in XXXX. At the time of these fraudulent activities, both my cell phone and debit card were in my possession. 
Immediately after discovering the fraud, I froze my accounts ( checking and savings ), changed them to deposit-only status, changed my user ID and password and removed my phone number from XXXX and my XXXX XXXX Account. I also deactivated my XXXX account and removed my debit card from it. Additionally, I placed fraud alerts with XXXX XXXX XXXX XXXX, and filed a police report with Deputy XXXX  with the XXXX County Sheriffs Office ( XXXX ) on XX/XX/year>. I then provided the XXXX Department XXXX Bank of America with the case number, XXXX and officers details on XX/XX/year>. As of XX/XX/year>, the investigation is still on-going and active with XXXX XXXX XXXX Department . On XX/XX/year>, I visited my local Bank of America branch in XXXX, MD, to open a new savings account with updated credentials. I also received two emails from Bank of America on XX/XX/year> regarding wire transfer and adding a wire recipient : XXXX XXXX and immediately forwarded both emails to XXXX and stated that I did not authorize either of these activities. 
As I had not received any updates or communication regarding my claim, I proactively contacted the Bank of America Fraud Department on multiple occasionsspecifically on XX/XX/year> ; XX/XX/year> ; and XX/XX/XXXX, XXXXin addition to the other documented dates referenced throughout this letter. 

On XX/XX/year>, I received an email confirming a temporary credit of {$2700.00} for claim XXXX. On XX/XX/year>, I contacted the Fraud Department regarding the remaining {$5700.00} and learned that this amount had not been disputed. A second claim ( XXXX ) was opened that day for the missing amount. Later, I was informed that the omission was due to a bank error, not a delay on my part, and that no further action was required from me. 
However, on XX/XX/year>, I received an email stating that claim XXXX was completed, without any details. When I called for clarification, I was told by a representative named XXXX that the claim was denied because the transactions were processed via XXXX XXXX with multi-factor authentication. Please note : XXXX XXXX has never been installed on my phone. It appears the fraudster used SIM swapping or another method to intercept authentication codes. 
Despite my immediate and thorough actions, this fraudulent activity has caused significant financial and emotional distress. Therefore, I respectfully request : 1. A full investigation into the unauthorized transactions. 
2. Reversal of the fraudulent charges and restoration of my account balance. 
3. Confirmation of enhanced security measures to prevent future incidents. 
Attached are supporting documents, including transaction details, correspondence, and my official fraud report. I have always managed my account responsibly and believe this situation warrants immediate resolution under your fraud protection policies. Please feel free to review my account, and you will notice that there is minimal activity, especially not several transactions within a few hours for amounts greater than {$2000.00}.

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