Consumer complaint received 2025-10-14 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: TX

Complaint narrative:
XXXX XXXX XXXX Case # XXXX XXXX XXXX XXXX, Texas XXXX Identity Theft Report XX/XX/year> The following is my attempt to recall the events that pertain to the knowledge of the theft of my personal identity and the hacking of my Bank of America Accounts. 

On or about XXXX XXXX  on XX/XX/year>. I was at my home to get something to drink before returning to repair work on a XXXX. I received a phone call from an individual who introduced himself as XXXX XXXX, senior fraud specialist at the Bank of America Fraud Department. He asked if he was speaking with a XXXX XXXX, that lives at XXXX XXXX, XXXX, Tx. I confirmed that he was. He stated that our phone conversation was being recorded. He stated that there were suspicious activities on my Bank of America personal credit card and wanted me to acknowledge that I was aware of these charges. He stated that a charge in the amount of {$1200.00} for a gift card at XXXX had been charged using my BoA card number. He asked if I had the card in my possession. I said yes, that it was in my wallet. Could I please get it out to confirm the credit card number that was being used. I took the card out of my wallet. He asked me to confirm the card number as he read my card number over the phone. I confirmed that he had read the correct number on my visa card from Bank of America. He asked if I had allowed or giving authorization to anyone else to use my card. I stated that I had not given or lent my card out to anyone. XXXX XXXX then asked if I had made this purchase using my card. I stated that I did not make nor had any knowledge of that transaction and that I dispute the charge. He then stated that there was another charge to a XXXX XXXX XXXX in the amount of {$1500.00}. I stated that I did not make that transaction, and that also was a fraudulent charge and had no knowledge of or made such a charge. He said that he was filing the report that those charges were unlawful and were not made by cardholder. A fraudulent claim was supposedly then made on my Bank of America credit card account to have those charges disputed. He then stated that the card was now canceled and BoA would be issuing a new card within a couple days. 

XXXX XXXX then said that it looked like my identity had been stolen. He wanted to discuss what he saw on my Bank of America checking account. He said that he was sending an authorization code to confirm his identity at the Bank of America Fraud Department and that he was working with the true account holder at the contact number show on the account. Within seconds I received a text message that read : This is XXXX XXXX with the BoA Fraud Department he then provided a contact number in case we were disconnected. XXXX XXXX then informed me that some one had used my security information and had the BoA change the Alert phone number and Alert e-mail address on file. After that he confirmed that the above were made by him, acting as the card holder and to authorize that purchases. XXXX XXXX then read off the new phone number and e-mail address and asked if they look familiar. I stated no, and asked how could someone just call in and request those changes. He replied that the person had all my personal data including my social security number. The agent then asked me to verify that the information he shows on my Bank of America accounts are accurate. He then read off my ssn #, home address, birth date, the security questions on the accounts, and the answers to the security questions. He then said that we already confirmed the credit card number and that it was in my possession, but he asked if I had my debit card? I said yes but I never use it. Please confirm that this is the correct debit card number shown on your card. He then read off the debit card number. I said yes that is the number on my card. 

We then went into verifying the activity on the credit card. He would read off the vendors name and the amount shown. He read off ten of fifteen charges that I recognized then read several current charges that were pending. I stated that the last purchased I had made with the credit card was on XXXX XXXX, in the amount of {$86.00} to XXXX. He said that they will immediately put a stop payment on all the chargers that I disputed and make sure that my account was secure. 

He then said that he had a financial officer from XXXX XXXX on a conference call and she need for me to answer a couple questions about the pending gift card purchase from XXXX with my credit card. Sure I said. The a woman joined us on the phone. She introduced herself, I did get her name, but that she was with the financial office at XXXX. I told her my name. She then asked if I had made the purchase of the gift card from XXXX. I stated no I did not make that purchase and had not knowledge of it. She then restated the same question. So you did not purchase this gift card for my granddaughter in XXXX XXXX? I replied that I do not have a granddaughter, and that I know no one, in XXXX XXXX. She thanked me and stated that she would have the gift card voided and funds returned to my account. She then left the phone conversation. 

When the conference call was terminated, I also lost the connection with XXXX XXXX. I called the phone number and someone else answered the phone. I asked for agent XXXX, he said that he was on the other line and asked for my name. I provided it and was asked to hold. A minute or so later I heard, this is Agent XXXX with the Bank of America Fraud Department, how can I help you. I restated my name. He asked if I could provide him with the fraud case number he had provided earlier. He provided me a fraud case number, his contact information, and another number earlier in our conversation. Of witch had been going on for a couple hours at this point. The number he had ask that I write down for my reference to this case were. # XXXX, I think he said was part of the identity theft investigation. Then the Fraud Case # he gave me was XXXX. Followed by his contact number XXXX. 

XXXX XXXX then informed me that he was monitoring my accounts and stated that there is current activity. He read off a couple charges and asked if I made them. I again stated that the last charge I made was on XX/XX/XXXX, XXXX XXXX. I asked how there could beany activity if the card had been closed and canceled. He said that they happened before and were just now posting. Then XXXX XXXX said that they were going to approve some of the charges so they could track the source. I said no I was not authorizing any charges on my accounts. He stated that they would not be on my accounts and that the fraud department had dummy accounts set up to do just this. He said trust that Bank of America is doing everything to protect my accounts. My accounts were closed and this would not be coming from my accounts. I stated that this was getting very XXXX  and I have a bad XXXX and this wasnt helping. He said he understood and that your accounts are safe. 

The call ended shortly after that. I was told that they would be monitoring the accounts for any activity. That I should not log in to my account until tomorrow. That everything should be back in to my accounts by tomorrow evening. 

The following day around XXXX XXXX  while I was in line at the Social Security Office in XXXX XXXX, Texas, I checked my accounts. I saw several fraudulent charges, and that my credit card was still active. I immediately called the Bank of America. 

There I first spoke with a woman in the Credit Card Department. I went through the entire events of the previous day. The lady checked to see if there was a XXXX XXXX that worked for the Bank of America, in the Fraud Department. She stated that there was not. This was the first time I realize that I had been talking with someone poising as a bank employee. The woman read off all the current credit card charges. Then asked which ones I knew about and which ones were fraudulent. She said that she had filed a fraud case and listed all the fraudulent charges. She than transferred me to another lady in the Debit Department. 

There I again repeated the events of the attack on my Bank of America accounts. She checked my debit account and stated that there had been a withdraw made with the debit cardin the amount of {$8100.00}. She asked if I made such a withdraw. I said definitely not, that I have never once used my Bank of America debit card. The only reason I had one was the bank required it for me to do on-line transfers from my accounts. She said that she had filed a fraud case on the charge of {$8100.00} from my account. She then transferred me to the Bank of America fraud Department. Hopefully the real one. 

I again went through to events and was told that they would file a fraud case and begin to investigate my accounts. 

On Friday, XX/XX/year>, I again checked into my on-line account. Only to find more activity in both the credit and debit accounts. Nothing had been closed and saw no fraud cases had been filed. 

Repeated the process from the previous day. Was told that they didnt know why nothing had been done. Was then told by the women in the credit card department that my card was now canceled and that she was issuing me a new credit card. She also stated that she had filed a fraud case in the amount of {$17000.00}. I did not receive a conformation of this filing until I received and e-mail on XX/XX/year>. 

I then spoke with the Debit Department. Was again told that they would file a fraud case in the amount of {$8100.00}. Did not receive any case number or conformation e-mail. 
Saturday XX/XX/year>. Checked my on-line accounts. Saw that there were two new charges for my debit card. Spoke with XXXX in the Az. Branch Debit Department. She prepared another Debit Card fraud case for the two additional charges in the amount of {$35.00}. She provided me the case number, contact numbers, and checked status of the other Debit Fraud case. Told me that there was another case filed for the {$8100.00}. She gave me the case number and phone number to call on Tuesday, to check the status. 

Tuesday XX/XX/year>. I went to the XXXX Police Department to file an Identity Theft Report. Case # XXXX The unauthorized funds of {$8100.00} were transferred to XXXX XXXX XXXX  XXXX in XXXX, XXXX out of my Bank of America checking account # 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