Consumer complaint received 2024-05-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MA

Complaint narrative:
I am writing to bring to your attention a distressing incident involving fraudulent activity that I encountered on XX/XX/2024. On that Saturday, I found myself in a situation where my XXXX XXXX phone had been stolen or lost, prompting me to seek assistance by searching on XXXX XXXX XXXX support. Regrettably, I stumble upon a phone number listed on XXXX as XXXX XXXX support a phone number XXXX. Upon calling this number, the individuals on the line falsely identified themselves as XXXX XXXX specialists and claimed that my phone had been hacked, with unauthorized purchases being made through my bank 's accounts. In a state of panic, I complied with their instructions, which included logging into a service called ( XXXX XXXX ) and receiving multiple key codes through this app and several phone calls from various phone numbers all claiming to be escalating my situation. They took control over my phone and started transferring substantial amount of money through my XXXX XXXX  XXXX, XXXX and Bank of America under the guise of securing my accounts. Then they instructed me to call someone I trust, so I called my son, and they did the same thing to him as supposed to take security Measurment 's. After an hour in the phone with these individuals and my son in the other line but he was busy to pay attention of what was going on. I asked why they had to open my bank accounts they assured me that nothing was moved from any of my banks that they alert the banks of the unauthorized transactions, and the banks will fix the issue. Then he said I needed to wait till Monday so they bank could clear all the fraud transactions so I told him that XXXX will never tell me I needed to wait till Monday, so I ask him XXXX more time if he work with XXXX and he said yes, he told me his name was XXXX XXXX and his employee number XXXX from XXXX XXXX. However, after I disconnected, I called my son to discuss the situation and ask him if he was paying attention of what they were doing he said no I was just hanging there since they told me they were helping you with a fraud situation. I explained to him what they were doing we realized that I had fallen victim of a scam. XXXX minutes after I realized I called bank of America and XXXX XXXX and reported the incident that is been denied twice to return my funds of XXXX claiming that came out of my phone or an authorized person since that wasn't the case I even faxed them the findings of XXXX XXXX with a letter a police report a complaint to the district attorney and a letter of explanation and they denied the claim twice. Thats my hard-working savings thru the years and they can't give me the protection of my funds. I told them the same day and the representative said everything was on processing and that she opens the claim, but everything was taking out. even after i told them it was fraud. I am deeply concern about the security of my personal information and the funds that have been compromised as a result of this fraudulent activity. I urge you to investigate this matter further and take appropriate action to prevent this vicious people to scam people like me. additionally, I kindly request your guidance on how to proceed in recovering my funds. Thank you for your attention to this matter. I look forward to your prompt response and assistance in resolving this issue.

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 monetary relief