Consumer complaint received 2024-01-09 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WA

Complaint narrative:
I received a phone call around XXXX XXXX on XX/XX/2023 from a man telling me that there had been some fraudulent transactions made, he then listed off a {$200.00} XXXX  charge, a {$70.00} charge at a XXXX XXXX gas station outside of XXXX, WA and stated that a new device, an XXXX XXXX had been added to my account. I have an XXXX but it is a XXXX. He told me how much I had in my bank account, citing information that only myself or the bank would have, He then walked me through a process which involved him telling me to transfer all the money from my savings account into checking telling me the exact amounts to transfer as I assume he was looking at my account balance. He then had me try and transfer {$5000.00} to my XXXX XXXX. It was declined he said that would happen and told me to text YES in the text I received that was from Bank of America, my bank. After that he had me remove my debit card from XXXX XXXX  and put in a new Bank of America digital debit card, he provided all of the card details for me to manually put it in then had me authorize this card. It was then on my mobile banking app I got locked out on so after a period of time, and several dropped calls that he called me right back, the block on my account was removed by him. I dont know how he did that when he should not have been able to. Then he had me direct transfer the {$5000.00} I had in XXXX XXXX  to this digital debit card telling me that this was just to make sure that the fraudsters wouldnt be getting this money, making all of it sound very urgent that we get this sorted out before any money was taken. He then had me go back and transfer the remaining {$1900.00} in my account to XXXXXXXX XXXX, where I repeated the process of transferring that money to the digital debit card. After that had been completed he told me in order for my money to be transferred back to my account I needed to delete the digital debit card. And that is where all of my money went and I feel very stupid for believing this scammer. And now Bank of America after an investigation of fraud has determined that I was not a victim of fraud and has closed the case without crediting me back the money that was stolen. My bank failed to protect me, I called XXXX times, the first time I called was about ten minutes after the incident first occurred the woman I spoke to told me that the money is gone wait until it posts and dispute the charge then hung up. I called two more times on the XXXX the day it happened, both tellers told me that nothing could be done. After waiting a day I decided to call again this time the teller said that he would put a stop payment on the charge since it was still processing, why didnt the first teller I spoke to do that if a stop payment was an option? Or the two others I spoke to that day, this could have been prevented! Then the 4th teller I spoke to said I will also file this as a fraud claim for you, again, why did the 3 previous tellers completely fail me as it was too late by the XXXX for a stop payment. My bank has failed me! I put my faith and trust in them and I did not get my money back.

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