Consumer complaint received 2024-01-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MA

Complaint narrative:
On XX/XX/XXXX I got a text from XXXX saying a package failed to get delivered, and they needed my address so they could attempt to deliver it again. They also asked for a {$.00} charge to redeliver it, so I entered my debit card info and address. I found out shortly after this was a phishing scam that was going around so I quickly froze my bank accounts and after a few days it seemed to be fine/ pass over. 

Then on XX/XX/XXXX I get a call in the afternoon from XXXX, which before picking up I googled and saw Bank of Americas fraud hotline. Given the scam from the XXXX and this being the official fraud hotline I quickly picked up to ensure my bank was safe. I would later find out this was scammers spoofing a phone number to appear to be Bank of America. 

While on the phone with my bank they informed me there were charges of {$500.00} and {$250.00} in California and Texas, which I denied as Ive been in Massachusetts. They told me no problem as theyd dispute these charges, at this point I was paranoid and wanted to do anything to prevent any issues, especially given I recently lost my job. This is why I failed to see the suspicious next steps I went through. 

I was informed by them that an XXXX XXXX was opened in my name by the scammers and we needed to do something to cancel it. They gave me a temporary new password for my apple account and Bank of America account in order to prevent the scammers from having anymore access to my account. I should also mention during this whole process I was sharing my phone screen with them via a virtual call. Looking back on it this was suspicious but at the time I just figured they must do this for older folks who dont know tech as well. Shortly after changing my passwords my phone suddenly pops up XXXX XXXX XXXX and shortly after my phone completely shuts off. 

Upon turning it back on its been factory reset : vanilla wallpaper, default apps, no photos etc. In addition my XXXX card is completely missing, I can not make any phone calls, texts, anything. Because XXXX not able to get texts I cant login to anything anymore because my phone is used for XXXX via texts, and I cant access XXXX authenticator. Thankfully calling XXXX XXXX XXXX  helped me get my XXXX  back but to this day my XXXX account is still completely locked out and I have no access to it. 

Part of the process of getting my account secured according to the " Scammers '' on the phone was to open an XXXX XXXX myself in order to sort of " XXXX '' the " Scammers ''. I was anxious and concerned about my funds so I complied immediately and followed their instructions to open an XXXX XXXX on my phone, filling out the application process and putting a large sum of money on the card. I did all of this under the impression it was Bank of America on the phone trying to help me get my account secured, otherwise I would have never applied for this XXXX XXXX. 

As soon as I could I went to a local branch and presented all this information, together the agent and I submitted a claim for fraud to have my money refunded / dispute the transaction. I was informed today, XX/XX/24, that my claim has been denied and the money will not be refunded. I have requested documents from Bank of America that they used for their decision and am waiting for said documents in the mail currently.

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