Consumer complaint received 2026-02-24 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: TN

Complaint narrative:
I am filing a complaint regarding how Bank of America is handling a XXXX fraud case involving {$800.00}. I received a text message on XX/XX/year> while at church that appeared identical to an official Bank note BofA fraud alert asking whether I authorized a {$1500.00} transaction. The message came from the XXXX number, XXXX, and it was formatted exactly like prior legitimate fraud alerts I have received. After replying no, I received a phone call From XXXX from an individual impersonating a Bank of America XXXX representative. The caller had detailed knowledge of the Bank of America XXXX app and walked me through steps inside the official app interface. I was told that in order to stop or cancel out the fraudulent {$1500.00} charge, I needed to send the money in XXXX payments, XXXX for {$800.00} and the other for {$700.00} via XXXX to XXXX XXXX. The person had me send the {$800.00} and then stated they could process the other {$700.00} on their end. The person also stated that they will follow up with me later that just to confirm that no money was pulled from my account in which they did call me back later that day. This was led to believe this was part of a fraud prevention process. I was actively attempting to protect my account. On XX/XX/year> I got an email notifying that the {$800.00} XXXX payment went through so I called that number back instantly with my concern and the person stated that it was an error on their end and to give it up to XXXX working hours for that money to be returned back into my account. After XXXX hours pasted I decided to XXXX to see if that number was the actual BofA number in which I found out so I googled the real number and called it that same same day and the the fraud department told me that it could take up 45 days to retrieve my funds if they could recoup those funds. After I got off the phone with the real BofA, I decided to call and text that number back and got no reply. I then chose to the physical Bank of America XXXX at XXXX XXXX XXXX, XXXX, TN XXXX because at the point I was started wondering if I had spoken with the real BofA representative after calling the number listed on XXXX. The XXXX XXXX told me that I had a good chance of recouping those funds because I jumped on the fraud claim early and it was still pending at the time so it was a chance that the funds would not go through. With me not hearing anything back within a couple of days I decided to follow up on XX/XX/year> and the rep then told me that it usually take 10 days to recoup funds from a fraud and for me to wait until XX/XX/year> to receive the funds. Although I hadnt received my funds in on XX/XX/year> I chose to give it another day before calling. After not receiving funds XX/XX/year>, I called BofA again and now theyre telling me it can take up to 60-90 days. It has been very upsetting with the different communication that Ive received. This was a bank impersonation and social engineering scam. I did not knowingly or willingly send funds to a third party for goods or services. I was deceived into believing I was communicating with Bank of Americas fraud department. Despite these circumstances, Bank of America is treating the transaction as authorized and has extended the investigation timeline to 6090 days without provisional credit.

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