Consumer complaint received 2026-03-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
On XX/XX/year>, I was contacted by a person claiming to work for a law firm who told me that my adult son had been in a terrible accident, had injured himself and a pregnant woman, and was going to be incarcerated unless immediate action was taken. The person on the phone said that if I sent them {$20000.00} that they would be able to help. In a panic, I quickly went to the bank to do whatever I could to help my son. During the whole process the law firm did not allow me to get off the phone. I went to my bank, Bank of America, to withdraw the money from my checking account. When I went into the bank, I told the manager, XXXX XXXX XXXX, that I needed {$20000.00} and needed it immediately. He turned me away saying he was concerned there may be a scam involved. After returning to my vehicle, the alleged law firm told me to get as much money as I could and to not tell anyone for what I needed the money. I returned to the bank and requested that I withdraw {$10000.00} from my account. The manager was hesitant but allowed me to go to the teller to withdraw the money. The teller, who I believe was named XXXX XXXX, asked me what the money was for, and I told them it was for a kitchen remodel. The bank, prior to my withdraw, asked me to sign a document that contained standard language sent to customers to warn of scams. The document was not prepared specifically for me, and there was no signature line anywhere on the document. My son is also on the bank account from which I withdrew the money. The bank made no attempt to contact my son regarding the transaction. After receiving the money and gathering other cash I had in my home, I was instructed by the law firm to go to a crypto currency machine and to send them the money through the machine. After sending the money, I called my nephew who suggested I try to call my son. I then attempted to contact my son and after he answered immediately realized I had been scammed. I immediately reported the issue to the police and filed a report with law enforcement. ( XXXX Case # XXXX ) At the time, I believed I had done everything I could do. However, after speaking to my daughter about the situation, I was informed I should ask the bank to get my money back due to them not following proper protocol and to file an elevated complaint specific to elder abuse if they did not. On or around the beginning of XX/XX/year>, my son and I went back to the bank to request the money to be returned to the account. We explained the situation, and the bank was unwilling to do so referencing the document I had previously signed. We then told the bank that we would like to file an elevated complaint specific to elder abuse. During the process of filing the complaint, the XXXX, XXXX XXXX XXXX, and my son were discussing the issues, and XXXX XXXX became belligerent, combative and unprofessional in his tone and word. After my son responded respectfully but firmly, the XXXX walked outside, returned, and apologized for his actions. On XX/XX/year>, a consumer market leader for Bank of America XXXX XXXX named XXXX XXXX contacted my son regarding the meeting. My son explained our issues and recounted the XXXX 's lack of professionalism. XXXX XXXX again referenced the document I signed and explained the bank would not do anything further at this time. I was XXXX at the time of the incident and was taken advantage of. The bank was wary of my withdraw, knew that my son was on the account, and failed to reach out to him despite their concern as evidenced by the document they made me sign.

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