A 65-year-old Maine woman loses $23,000 to a scammer posing as a Bank of America employee — and is angry about their response

After a long day serving clients in her art studio, small business owner Amy Kelly, 65, received a call that changed her life.

It was 4:30 p.m. on September 5 when the Maine resident received a call from a person claiming to be a customer service representative from Bank of America's fraud department. The man said his name was Justin Turner.

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He told Kelly that the bank would contact her to prevent an unauthorized transaction on her account. The man said she would lose $23,000 the next day.

To stop that transaction, he said, Kelly had to share her screen with him to complete a transfer and “protect” her money.

“I panicked and all my logic just went out the window,” she told CBS 13 News.

After sending the money, Kelly asked “Justin Turner” if she should go to her Bank of America branch to make sure the process was completed properly. He said no – it was “all done.”

“That’s when I knew I had been cheated,” she said.

When she immediately went to her Bank of America branch, Kelly said she had to wait six hours to be put in touch with the manager. Now, weeks later, the problem is still unresolved.

Signs that you may be dealing with a scammer

According to the latest data from the Federal Trade Commission (FTC), American consumers reported losing more than $10 billion to fraud in 2023 alone.

In particular, fraudulent scams – which include bank transfers similar to Kelly's – resulted in a loss of $2.7 billion.

Additionally, a 2023 Gallup poll found that 15% of U.S. adults said at least one member of their household had been a victim of fraud in the last year.

In Kelly's situation, “Justin Turner” created a sense of urgency to manipulate her into sending $23,000. According to the Consumer Financial Protection Bureau (CFPB), this is one of the many tactics scammers use.

There are several warning signs that may indicate that you are dealing with a scammer. The CFPB advises Americans to be particularly wary if someone claims to be from the government, a bank, a company or a relative and asks you to pay money or taxes in advance – or tells you that you will have won a prize that requires advance payment.

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Be careful if someone asks you to transfer money, send cryptocurrencies, or download a payment app to transfer money. The pressure to “act now” is a key indicator of a scam.

In Kelly's case, she was exhausted after a particularly hectic day at work, which made her more vulnerable to fraud.

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How to protect yourself from fraud

The easiest way to protect yourself from fraud: don't answer calls that aren't in your contacts. If the person is legitimate, they will leave a voicemail and callback number.

Of course, there are other ways scammers can contact you, such as email or text message. Avoid clicking on links or scanning QR codes. These actions can cause the scammer to take over your phone or redirect you to a malicious website.

According to the CFPB and other online resources, people should avoid sharing PINs, passwords, financial account information, credit card numbers or Social Security information.

Don't react too quickly to what you're told: Scammers often play on a person's emotions to trick them into sending money. Although it's easier said than done, consider documenting the call – especially if it begins with a sense of urgency.

Recording it or taking notes as it happens may help you identify warning signs more quickly – while also giving you the opportunity to slow down and assess the situation before reacting.

If you are still unsure whether it is a scam, hang up and call the facility back with a verified number.

For additional protection, you can also sign up for the FTC's National Do Not Call Registry.

Kelly, the small business owner defrauded by “Justin Turner,” claims the Bank of America branch manager told her to fill out fraud victim escalation paperwork and hire a lawyer.

“They weren't helpful at all. I just don’t think they did it right,” she said. “It was really strange that it wasn’t a priority.”

A spokesperson for Bank of America told CBS 13 News that it is in the process of reclaiming Kelly's funds from the recipient bank, but there is no guarantee they will be able to get them back.

Now, after 23 years as a Bank of America customer, Kelly has transferred all of her money to another financial institution.

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This article is for informational purposes only and should not be construed as advice. The provision is made without any guarantee.