Consumer complaint received 2026-03-17 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: CT

Complaint narrative:
I am filing this complaint against Bank of America regarding their improper denial of my fraud dispute involving a housing scam conducted through XXXX transfers. Background of the Fraud : I was the victim of a housing scam perpetrated by an individual named XXXX XXXX. I initially connected with her on the social media platform XXXX ( XXXX ) and later communicated via XXXX starting on XX/XX/XXXX. She claimed to be subletting an apartment located in XXXX XXXX, XXXX XXXX XXXX, New York, and requested a security deposit of {$3600.00}. She instructed me to send payments via XXXX to a third-party account under the name XXXX XXXX XXXX XXXX this was her designated account. I sent the following payments : {$1000.00} on XX/XX/XXXX {$1000.00} on XX/XX/XXXX {$500.00} on XX/XX/XXXX {$1100.00} on XX/XX/XXXX Shortly after receiving the funds, she became unresponsive and completely disappeared on XX/XX/XXXX. Evidence of XXXX : This is not an isolated incident. This individual appears to be part of a broader fraud scheme : There are over XXXX confirmed victims across XXXX, XXXX, and the United States. Many victims have lost over {$1000.00} each. Multiple victims, including myself, verified her identity through video calls and matching government-issued IDs. Some victims have even met her in person in XXXX. She has used real identification documents ( XXXX passport and national ID card ) to gain trust. I possess : Screenshots of our conversations Video call records showing her face Copies of her identification documents Evidence of suspicious behavior ( including XXXX images of theft in XXXX ) Additionally, I shared sensitive personal documents with her ( student ID, passport identity page, and XXXX XXXX ), raising serious concerns about identity theft. XXXX XXXX Bank of America : I reported these transactions to Bank of America as fraud and filed a dispute. However, my claim was denied twice, on the grounds that the transactions were authorized. I strongly disagree with this determination for the following reasons : XXXX. This is a clear case of fraud by deception ( authorized push payment scam ) I authorized the transactions based on false representations made by the scammer. This falls under widely recognized fraud categories, where victims are manipulated into sending funds. XXXX. Failure to adequately investigateBank of America did not appear to conduct a meaningful investigation into the recipient account ( XXXX XXXX ), despite multiple victims and a clear fraud pattern. XXXX. XXXXrelated consumer protection concernsZelle is widely used for payments, yet consumers are insufficiently protected against scams like this. Financial institutions should not deny responsibility simply because a transaction was technically authorized. XXXX. Negligence in handling repeat dispute with additional evidenceI submitted further documentation and context during my second dispute, but it was still denied without proper consideration. Requested Resolution I respectfully request that the CFPB : Require Bank of America to reopen and properly investigate my case Hold the bank accountable for failing to protect consumers from fraudulent schemes conducted via XXXX Assist in recovering the lost funds totaling {$3600.00} Ensure stronger protections and clearer policies for scam victims in similar situations Additional Notes : This case involves significant cross-border fraud activity and potential identity theft. I am willing to provide all supporting documentation upon request.

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