Consumer complaint received 2022-06-18 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Fraud or scam — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: AZ

Complaint narrative:
XX/XX/2022 : I was called by XXXX XXXX from the XXXX XXXX department. He informed me that my XXXX XXXX had been compromised and my phone had subsequently been hacked. While i was on the phone with him, I received a text message from XXXX. The text message was a diagnostic report from XXXX  indicating what applications within my phone had been compromised and were currently sharing information with the hacker. These apps included XXXX, XXXX, Bank of America, XXXX, XXXX, XXXX XXXX XXXX XXXX XXXX, XXXX, etc. We walked through the security features in my phone and of the various apps to ensure that there were no fraudulent activities, much of which appeared to be very legitimate. I will say the elaborate nature of this scam was impressive. The scammers were extremely tech savvy and provided the perception of a legitimate security breach. The entire phone call duration was somewhere around 2-hours. 

As we walked through the diagnostics report issue one-by-one ( all the while lowering my guard, due to the nature of the interactions and the process ), the security breach was narrowed down to two attempted XXXX transactions. One for {$1200.00} and another one for {$1700.00} that were pending approval. Though a long technically confusing explanation, 'XXXX XXXX described the process blocking these transactions, by the way of " authorizing those funds to the secure server in order to cancel them '' I argued this action with XXXX ' for a period of time before relenting eventually and processing the transactions. Once the funds were transferred, I immediately began to push for the funds to be returned, to which the conversation turned to the fact that my account was still compromised and the funds would not be able to be returned until my phone had external security purchased and installed on it. At this point I became agitated and argumentative with XXXX. I was certain that I had been scammed, but the conversations kept continuing. I spoke with XXXX XXXX ' supervisor twice over the next 30-45 minutes. The external security required for my phone was going to cost {$1000.00}, and would also be refunded to my account as soon as my XXXX XXXX  was secure. By the way the {$1000.00} was to be provided in the form of an XXXX gift card. This was obviously a scam at this point, but I was unwilling to let end the conversation with XXXX XXXX without getting my money back. I cant tell you why at this point, but I for some reason negotiated {$500.00} for this security, in hopes of getting my money back I suppose. This obviously was unsuccessful and the conversation with XXXX XXXX deteriorated and became elevated. He said that the server was unable to release the funds, unlike he thought it would, and he would need an additional {$500.00}. I refused and demanded my moneyback and ended the call. 'XXXX  XXXX called me back after about 2-hours in an attempt to close out the case, and ask for the final {$500.00}. I refused and again demanded my money back, he assured me that this was not a scam and he was going to do everything within his power to return the money, but it could take up to 24-hrs. If I didn't get it within 24-hrs, I was asked to call him back. I obviously did not receive my money back and did not reach back out to him. 

I spent the remainder of the day securing all of my private accounts and applications. I filed a claim with the actual XXXX Fraud Department, and I filed a claim with the Bank of America Fraud Department. 

XX/XX/2022 : I received a letter from Bank of America on XX/XX/XXXX, indicating that they were unable to approve my recent claim. The letter stated that their records indicate that they completed the transfer ( s ) according to the instructions that I provided, and therefore no error occurred. Based on this my account won't be credited. 

Scammer Information Provided to Me : XXXX XXXX - Senior Executive in the XXXX Fraud Department XXXX : XXXX Employee Number : XXXX Case Number : XXXX Fraudulent Charges Via XXXX in the Bank of America XXXX : # XXXX - {$1200.00} # XXXX - {$1700.00} XXXX XXXX XXXX XXXX  {$500.00} Bank of America XXXX No. : XXXX

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