Consumer complaint received 2025-11-17 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: OR

Complaint narrative:
On XX/XX/scrub>, 2024, {$23000.00} was fraudulently wired out of my XXXXBank of America account to an unknown individual in Florida. I did not authorize this transfer and did not receive any text message or phone call asking me to approve it. 

I discovered there was a problem with my account and went into my local Bank of America branch in XXXX, Oregon. The branch staff called the fraud department for me. The fraud representative told me, Its a good thing you called when you did, because they were trying to take another {$10000.00}. 

The branch immediately had me withdraw cash so I would have access to funds, then helped me close my checking and savings accounts and advised me to place locks on my credit reports. They also advised me to file a police report, which I did. 

I opened new accounts and moved my remaining money. The bank asked me to provide any evidence showing I did not authorize the wire. I took my computer to a technician, who found no malware or compromise. I also went to XXXX to request records of any texts or activity that could show whether someone else intercepted an authentication message. XXXX refused to provide any records without a subpoena, and multiple attorneys informed me they do not take cases this size. 

My son, who is an attorney, and I had multiple phone calls with XXXXBank of America . Each time, we were told the bank needed more information, but I was unable to obtain additional records because XXXX will not release them to customers. 

I later received a denial letter from XXXX stating that the transaction was validated using a valid phone number belonging to a signer on the account. However, I never received any authentication text or call, and my XXXX call log from that day shows there was no call from the bank. 

Additionally, I no longer have access to my old phone number because I changed phones and numbers immediately after the fraud, per the banks recommendation for safety. Because of that, I can not retrieve old text messages. 

Bank of America has told me repeatedly that there is nothing more they can do, even though the wire was sent to a stranger in Florida, I did not authorize it, and the bank has not provided any proof that I received or approved any authentication request. 

I am requesting : A Regulation XXXX reinvestigation, A full explanation of the authentication method the bank relied on, and Documentation proving that any authentication request was actually delivered to me and approved by me. 

I have attached the banks denial letter, my XXXX call log from XX/XX/XXXX, and the XXXX page showing the {$23000.00} wire to an unknown individual in Florida. 

I am asking the CFPB to require XXXXBank of America to reopen this claim. I am the victim of fraud, and the bank has not shown any proof that I received or approved this wire transfer.

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