Consumer complaint received 2026-01-26 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CT

Complaint narrative:
I would like the appropriate provisionary credit to start with of all the wire frauds totaling almost XXXX XXXX  while they continue to investigate the extensive reports of fraud with all of the other entities mentioned.Between XXXX and XX/XX/XXXX, I became the victim of organized fraud totaling approximately {$80000.00}. The fraud included wire fraud totaling {$10000.00}, credit card fraud where scammers coached me on what to say to the credit card company while remaining on the phone, and social media scams conducted through XXXX, XXXX, XXXX, XXXX, XXXX  XXXX, and XXXX. I have extensive documentation including screenshots of scammer communications directing me to wire money and provide financial information. 
I have contacted Bank of Americas fraud department over ten separate times beginning in late XXXX and continuing through XX/XX/XXXX. These contacts included multiple phone calls to the fraud department, in-person visits to branch locations, and formal meetings with Bank of America representatives . During each contact, I provided evidence of the fraud and requested investigation and return of my stolen funds. Each time, Bank of America representatives told me they needed more evidence. Every time I provided additional evidence, they requested even more documentation. This pattern continued for over fourteen months. 
Most recently, after experiencing technical difficulties with a phone upgrade that prevented all photos from transferring to my new device, I was able to access my XXXX Photos account and recover numerous additional screenshots. These screenshots clearly demonstrate how the scammers directed me step-by-step to provide money through various platforms. I provided these additional screenshots to Bank of America. 
During one in-person meeting at a Bank of America branch , I specifically explained to the banker that under federal law, specifically Regulation E under 12 CFR 1005.11, Bank of America is required to provide provisional credit within ten business days of receiving a fraud report if the investigation is not completed within that timeframe. I informed the representative that I was homeless, sleeping in my car with my cat in freezing cold temperatures, and desperately needed access to the provisional credit that federal law requires. Despite my citation of the specific federal regulation and explanation of my life-threatening circumstances, Bank of America refused to provide any provisional credit whatsoever. 
As a direct result of Bank of Americas refusal to return my {$80000.00} over the past fourteen months, I have experienced catastrophic harm. I became homeless and have been sleeping in my car with my cat during winter months in freezing temperatures. I have been XXXX three separate times for cold exposure, dehydration, and malnutrition. I was forced to file XXXX  XXXX bankruptcy. I lost temporary primary custody of my XXXX  child as a direct result of the illegal eviction and homelessness caused by my lack of access to these funds. My physician has placed me on medical leave for one full year due to the trauma caused by these XXXX  events. I have been denied unemployment benefits due to the complex circumstances of my medical leave. I was forced to take emergency hardship withdrawals from my XXXX XXXX XXXX XXXX retirement account simply to survive. 
I previously filed CFPB complaint number XXXX in XX/XX/XXXX regarding this same fraud. That complaint was closed without adequate resolution. Bank of America has never provided the provisional credit required under Regulation E, has never adequately investigated the fraud despite receiving extensive evidence over ten separate contacts, and has never returned my stolen funds. I have also filed complaints with the FBI Internet Crime Complaint Center on three separate occasions, the XXXX  XXXX  XXXX, and the XXXX XXXX XXXXXXXX XXXX XXXX. All of these complaints have been either ignored or inadequately addressed by Bank of America. 
Bank of Americas pattern of repeatedly demanding more evidence despite receiving extensive documentation including screenshots of scammer communications, their refusal to provide federally mandated provisional credit even after I cited the specific regulation in an in-person meeting, and their continued violation of federal banking law while having actual knowledge that their customer was homeless and living in freezing temperatures in a vehicle demonstrates willful and deliberate violation of the Electronic Fund Transfer Act. This conduct shows callous disregard for both federal law and basic human welfare. 
I am requesting immediate provisional credit of {$80000.00} as required under Regulation E, full investigation with proper resolution and permanent credit for the fraudulent transactions, compensation for the fourteen months of harm including homelessness, three XXXX, loss of custody of my child, and bankruptcy, and a formal CFPB investigation into Bank of Americas systematic pattern of violating Regulation E by refusing provisional credit, using repeated demands for more evidence as a delay tactic, and demonstrating deliberate indifference to customers experiencing severe hardship as a direct result of the banks regulatory violations. just as a note I have also reached out to IC3 fbi. I was only allowed to upload 10 documents, but I have extensive evidence showing all of the platforms that I was scammed on on my phone as well as the reports to the FBI.

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