Consumer complaint received 2026-04-01 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
Subject : Unauthorized Wire Transfer Due to Bank Impersonation Fraud and Possible Account Compromise I am filing a complaint against Bank of America regarding an unauthorized wire transfer of approximately {>= $1,000,000} that occurred on XX/XX/year>. On that day, I received a fraudulent SMS alert that appeared to come from Bank of America, stating there was suspicious activity on my account. I replied No, and shortly after, I received a phone call from an individual impersonating a Bank of America fraud representative. This individual was highly convincing and had knowledge of my recent account transactions and account structure, which led me to reasonably believe I was speaking with a legitimate representative. During the call, I was told there was fraudulent activity involving my XXXX account and that immediate action was required to secure my funds. I was instructed to log into my account while on the phone. I was then guided through what I believed to be a security process to protect my funds. At no point was it clearly disclosed that I was authorizing a wire transfer. The interface did not clearly present itself as a wire transfer authorization, and I did not knowingly or intentionally authorize any transfer of funds. I later discovered that : - A wire transfer recipient had been added to my account without my knowledge or understanding ( confirmed by email notification ). - My funds were transferred out of my account to an external account at another bank ( XXXX XXXX ), under my name, without my informed consent. - I was instructed by the caller not to access my account for two days, which delayed my awareness of the fraud. I contacted Bank of America promptly ( within approximately 48 hours ). Despite this, my claim was initially denied on the basis that the transaction was authorized. I dispute this conclusion. Any apparent authorization was obtained under false pretenses through impersonation of the bank and manipulation. Additionally, the fraudsters knowledge of my recent transactions raises serious concerns about a potential account compromise or internal security failure. I have been a Bank of America customer for approximately 30 years and expect a thorough and fair investigation. I am requesting : 1. A full reimbursement of the stolen funds. 2. A detailed explanation of how a recipient was added and a wire initiated without clear, informed authorization. 3. Any records of device access, IP addresses, or account changes associated with this incident. 4. A reinvestigation of my claim under the classification of fraud, not voluntary authorized activity. This incident involves deception, impersonation, and potential unauthorized account access, and should not be treated as a standard authorized transaction. I am attaching supporting documentation, including email evidence of the added recipient and transaction notifications. I expect a timely and thorough response.

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