Consumer complaint received 2025-01-16 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MA

Complaint narrative:
I am a XXXX woman who on the morning of XX/XX/year>, I answered the phone because the caller ID on my phone said Bank of America. I believed the caller was from Bank of America. The caller stated that the Bank noticed suspicious activity regarding my checking account, which might have been hacked, and needed to close my account and transfer my funds to other banks to be safe. The man I believed was from Bank of America showed me how to do wire transfers. I wire-transferred XXXX different amounts, XXXX to XXXX XXXX XXXX and XXXX to XXXX XXXX XXXX XXXX , along with fees. The man said he would email me with a temporary username and password so I could set up a new account. He also said that the FBI would call me to set up further security measures on my account. ( a call did come in later who said they were from the FBI ) they wanted to know my credit card number because they suspected fraud on that. I did not give them the number but went into my Bank of America account and noticed an alert that showed XXXX transactions on the card that weren't mine. I let Bank of America know online that these weren't my transactions. Also told the person on the phone that this fraud was taken care of and hung up. Later in the day, I checked my email for a temporary username and password but found none, then went into my account and found that XXXX had been taken from my account. Then I called Bank of America and connected with the XXXX department. I have been dealing with them since XX/XX/year>. My fraud case number is XXXX XXXX. So far, they have retrieved from XXXX XXXX XXXX XXXX, {$950.00}. and {$15000.00} from XXXX XXXX XXXX XXXX. They said that was all that was left in those accounts. Bank of America says they are still working with XXXX XXXX XXXX and XXXX XXXX XXXX XXXX. They don't have much hope of ever retrieving my money. I filed a police report with my local Police Department. Incident # XXXX, I also filed a report with the FBI , FTC , and my Attorney General. I don't feel that Bank of America and the other banks are working for me. I feel like they have a process and a routine with no positive results. I was told I had a case manager or analyst on my case but have yet to speak with this person after all this time. I call the fraud department regularly but speak to whoever is on the desk at the time in Texas. I thought my money was safe and secure in a bank and if something happened I was protected and they could get my money back. This does not seem to be the case They say my money is not insured and that I allowed the wire transfers. But I was scammed and thought I was doing business with the actual Bank of America. My money might have been more secure if I had kept it in my mattress. As an elderly woman, I am now having trouble paying my bills and thought I could trust a bank, particularly one as large as Bank of America, to have my back. There have to be funds in banks set aside for these circumstances, particularly in cases of elderly fraud.

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