BANK OF AMERICA, NATIONAL ASSOCIATION

2016-09-27

Seattle, WA

Rewards

Credit card:

Complaint: This how my ordeal with Bank of America Started : Bank of America issued me a credit card that comes with a XXXX % cash back reward on all purchases. I accepted the offer because of the terms and conditions on the card. The card has 0 % apr for purchases and balance transfer still 2017. I felt the card would come handy for the project I need it for. After having shopped with the card I saw the imaginary reward appear on my banking app issued by bank of america. But the irony to this shady and unethical practice is, when I clicked to apply the rewards to my account, a note popped up stating " this offer can not be redeemed, call customer service for assistance. I called customer service as noted and I was told by the service associate that my account has been closed that 's why I can not redeem the offer. Wait a minute. I said okay and I told the service representative since my account is closed, apply my rewards to card and still have the card remained closed. Mind you, the never notified me that my account has been closed despite making timely payments on my account. In order to be on the safe side, I closed my checking account with them because the derserve a penny from me after many years of rip off. I told them plainly, " no rewards no more payment '' not until this dispute is resolved. The next time will be to file class action suit against the financial institution for operating and running a ponzi scheme. And I believe some hard working american are falling prey to this financial predators. I will not stop until justice is done.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2016-09-27

CA

Making/receiving payments, sending money

Bank account or service: Checking account

Complaint: I used their Bill Pay system on XX/XX/XXXX. The payment never went out so I had to pay a late fee and pay it again a few weeks later. Then when I called today to discuss/investigate - nobody knew who I was. They looked up my account number, nothing. My name, nothing. My zip code, nothing. I have several accounts at this bank and they have chosen to not remember who I am. Finally after an agonizing 30 minutes on the phone, the rep was able to find my account ( what a miracle ) and then denied that I ever made the payment. I have learned today that BofA is not training their people as well as not paying payments that I instructed them to do.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Disputed: No Timely Response

2016-09-27

Dallas, TX

Using a debit or ATM card

Bank account or service: Checking account

Complaint: First reported to my bank an unauthorized transaction between merchant on XXXX/XXXX/16 for {$400.00}. Dispute : merchant ran my card on a unauthorized verbal a day before. Merchant was claiming transaction approval based on the days prior to services. Merchant did not fullfill my instructions and past services was still being worked/ discussed for over billing. First rebuttal between merchant was successful, however, metchant still overbilled and did not provide detailed information.No binding contract exists between merchant and I.They still ran payment without confirmed authorization on the day of transaction. Bank received rebuttal from merchant with XXXX pages plus of non-relavent documentation about the reported issue. My bank, Bank of America immediately reversed the credit provided previously which resulted in a negative {$480.00} in XXXX of my XXXX accounts. I then proceeded to call the claims department to provide me with the documents that the merchant submitted so I can appeal and send my rebuttal based on the exhibits the merchant provided. Bank of America claims department representative allegedly sent me the merchants documents via email for my review. However there was no sent documents. The representative still denied returning my credit until the claim was fully closed. I preceded to call and follow up the next few days and that claims rep. Did re-open the claim anf provided me my credit back. And she also added my notes on re-opening case and not receiving the documents promised. On XXXX/XXXX/16 BofA claims rep, XXXX XXXX left me a message to call back and ask for him, however I spent 2 occassions to reach him that day waiting over 30mins on hold. Due to working during the day I could not wait any longer. The following day, funds were taken out of a XXXX account. Giving me a $ XXXX again. Went on line to review the claim reasin. It still stated IN REVIEW, which was confusing because it was closed and a reverse was completed. The following Monday I reviewed a new notice which stated that I requested a withdrawal, which is not true. I called Bank of America claims department and spoke to another representative and they confirmed what tge noticed said and I corrected them by saying I did not request my claim to be closed. They notated my syated and said they would have claims researcher XXXX XXXX call me back the latest within 2 days. I never received a call and a request for a reverse credit was still denied. Unfortunately, Bank of America did not provide the documents promised for reviews and did not call back as promised. This situation is leaving my bank account in the negative and would like the bank to be responsible regardless now due to their errors and negligence.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-09-27

Lake Hills, TX

Cont'd attempts collect debt not owed

Debt collection: Other (i.e. phone, health club, etc.)

Debt was paid
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-09-27

Everly, IA

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-09-27

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-09-27

San Diego, CA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Complaint: Since Bank of America caused to be recorded the XXXX XXXX, 2016 Notice of Default ( NOD ) and Election to Sell with California Declaration and a separate Substitution of Trustee I have had to fend off all manner of folks coming to my home, sending a multitude of unsolicited junk mail, and telephone solicitation contact all related to the bankruptcy, foreclosure and real estate industries. I have has to take steps to prevent these people including, but not limited to, Bank of America representatives, from harassing me, trespassing upon my property, invading my home and life. I have even had mail addressed to persons affiliated with the banking and real estate industries with my home address and their name to portray and seem as if they actually reside in my home as early XXXX 2016. It does n't seem to matter one bit to these folks that the NOD was executed in error.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-09-27

ME

Application, originator, mortgage broker

Mortgage: Other mortgage

Complaint: I 'm a current client with Bank of America who has decided to refinance. I thought because I have been a client with BOA for 13 years and that they have my info and history that it would be pretty easy but I could n't have been more wrong. The experience has been an awful and I would never recommend them. I reached out locally and did n't get a response. I called the XXXX number and I was put on hold for 14 min before I hung up. I called the local office again and finally heard from someone. The documentation they were requesting was way out of what is normally requested but we complied. Our mortgage office had said she has never seen clients asked for the documents we needed to produce and because it seemed so ridiculous especially for a refi with current clients who have great credit and standing with the company she kicked it up to her superior of which nothing happened. They need documentation from the association, which was sent and but I was told they never received. The association let me know that they not only sent it that BOA sent them all my personal information including SSN in an unsecure manner. BOA said they did n't have the ability to send emails in a secure way which is absurd for any bank never mind one of the bigger ones. All of my personal information was breached, apparently went somewhere but BOA never got it. The association resend my info in a secure manner and BOA ca n't open it. The hoops that I have had to jump through the lack of customer service and the breach in my personal information have lead me to NEVER recommend them to anyone. At this point they have everything but the association docs ( because they ca n't open them ) and I 'm heavily contemplating pulling the whole thing and going with a much better mortgage company. They do n't deserve my business. In todays world with identity thief they have completely exposed me and my family and I have no confidence in them as a financial institution. If anyone has lending needs DO NOT USE BOA.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-09-27

Lake Elsinore, CA

Disclosure verification of debt

Debt collection: Mortgage

Not given enough info to verify debt
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-09-27

Oxford, GA

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: There was a complaint filed on XXXX XXXX against Bank of America Loan # XXXX. Complaint # XXXX. We were denied 5 different programs that we qualified for. MORES, MAKING HOME AFFORDABLE, HAFFA, HARP, ECT. After the complaint was filed they sold the mortgage to XXXX Mortgage company without resolving the modification issues. We have been charged 10 or more fore closer fees without proper cause. We are requesting these fees to be removed and modification granted/
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2016-09-27

Billerica, MA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Complaint: Briefly-2 issues 1 When we bought our house in XXXX Countrywide gave us a bait and switch that we fell for - they split the loan in two, the smaller portion was an interest only balloon loan- Bank of America took over our loan when Countrywde failed - this smaller portion of our mortgage has been coded by BoA as an equity loan - it was never an equity loan - but b/c of that designation as an equity loan they repeatedly rejected our eligibility for a modification - even though we were approved for a mod for the bigger loan following the great recession of XXXX when we lost our jobs XXXX It took BoA 5 and a half years to conclude that the only solution they will offer us is a capitalization program at 10 % which includes all back interest and fees that built up while our application was being delayed. Delayed for months and now years due to their negligence. For example, we received documents from BoA with erroneous information that must have been from someone else 's account. Since this 2nd mortgage was purchased at the same time as the 1st mortgage we desire that it be modified exactly the same as the 1st. We requested this at the very beginning but they told us to wait
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2016-09-27

San Diego, CA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Complaint: I have been unable to make over the phone perdon-to-person direct contact to converse with on any matter related to my home loan mortgage account status including the currently assigned single point of contact ( XXXX ), anyone within the XXXX 's unit, or the XXXX 's supervisor. The Bank of America customer service representatives I have been able to get on the telephone do not count as they do not have access to the information I need and have been trying to connect with the XXXX to get. I have left several messages with the XXXX and have yet to receive any response addressing my multitude of concerns.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-09-27

San Diego, CA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Complaint: A Notice of Default and Election to Sell has been recorded with the XXXX XXXX County Recorders Office on XXXX XXXX, 2016 in error violating RESPA enforced by Regulations X and Z and the California Homeowners Bill of Rights.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-09-27

San Diego, CA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Complaint: I have been denied access to the Home Loan Modification Status iportal for borrowers My Documents tab since XXXX XXXX, 2016 after submitting several documents. I have repeatedly requested my access to the Bank of America created, maintained and managed borrowers iportal, but my requests have been ignored. While I am able to log in to the borrowers iportal and access every other tabs, such as the My Application Status tab, I can not gain access to the My Documents tab page. Apparently Bank of America has locked me out and intentionally denied access to this tab page within the iportal. This intentional lock out and lack of access effectively prevents me from uploading documents, checking the status of my home loan mortgage account information including, but not limited to, the current modification status and who the currently assigned single point of contact is along with their contact information. Unblock and unlock the My Documents tab page within the borrowers Home Loan Modification Status iportal upon receipt of this request to do so and ensure that I am not denied full access to the entire borrowers Home Loan Modification Status iportal in the future. BLOCK AND LOCK OUT OF THE MY DOCUMENTS TAB ON IPORTAL
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-09-27

Burlingame, CA

Loan servicing, payments, escrow account

Mortgage: Home equity loan or line of credit

Complaint: 3rd Request for Resolution : Bank of America has been fraudulently charging us for a late payments on our HELOC In XXXX XXXX (? not sure of date ) our HELOC converted to a fixed payment amount to pay the principal & interest from an interest only loan - Bofa never listed that we had " missed a Payment until mid XXXX '' When they listed this late payment that dated back to the original conversion date, they began charging us a late fee with no notification to us that the payment had ever been missed or that we would now have to pay a late fee. I wrote to your department to complain about this. I was working with a woman named XXXX - XXXX never returns phone calls or follows through - She never leaves clear messages so it 's VERY DIFFICULT to hear what number to call her back on when she does call ( after I make 20 calls in a single day trying to get her to call me back ). I offered on 4 different times on back & forth phone calls to make the missing payment & have the bank backdate the payment to the original date when we supposedly " missed '' a payment - but XXXX would say she 'd ask and get back to me and then disappeared and never called me back after multiple calls to her office. ( BofA never sent a single notice showing this " missing payment '' until XXXX when it mysteriously showed up on a random bill one day. ) BofA is charging us monthly late fees. I have offered to make the payment & have them backdate it but because they had already sent out XXXX interest statements for XXXX no-one at Bank of America wanted to bother to help us. They keep charging fraudulent fees. because they say that we are paying 1 mo. behind even though we pay our HELOC early each month & make additional principal payments - apparently they 've been using these funds to cover hidden fess and not notifying us this entire time??!! - We have an account manager and this issue was : 1 ) not stated or shown on our monthly statements 2 ) never mentioned by our account manager This is absolutely unacceptable. We want to make an additional payment for this mysterious " past due '' amount and have it backdated to XXXX XXXX when it originally due & have all associated fees & interest reversed. This is the third time I 'm writing about this issue because BofA simply will not respond to our request & XXXX wo n't call me back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-09-27

Jupiter, FL

Loan servicing, payments, escrow account

Mortgage: Home equity loan or line of credit

Complaint: On XXXX I was told by a boa cust care resolution specialist XXXX XXXX that i owed additional interest on a modification that was signed by boa XXXX and not filed or completed until XXXX .I recvd a copy of the response to cfpb from XXXX stating that it has been verified thaht on XXXX boa made adjustments to the loan to show they had recvd XXXX thru XXXX payments on time. now boa is stating that additional interest is owed. I have abided by the agreement. I have the final mod stating when the payments, conditions and terms of the loan begin and end.XXXX stated XXXX that the payments were just estimates and i should read my agreement.NO this is not stated on the final agreement. I want this entire modification process to be audited by the cfpb..
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Disputed: Yes Timely Response

2016-09-27

Kingstree, SC

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-09-27

Ashville, OH

Other

Credit card:

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-09-27

Cheverly, MD

Problems caused by my funds being low

Bank account or service: Checking account

Complaint: I have been a Bank of America customer for more than a decade. This has not stopped them from stealing from me! I have XXXX complaints 1. Because of hard financial situation, I sometimes overdraw my account and gladly pay the regular {$35.00} overdraft fee. On Teusday XXXX/XXXX/2016, I needed to do this again. I checked my account to confirm that XXXX {$50.00} and XXXX {$100.00} payments I had made to my credit card were posted and they were. The balance on my account showed {$320.00}. I needed cash {$500.00}. I overdrew my account and waited to be charged the reguilar {$35.00}. To my shock the next day, I have been charged {$35.00} for each of the transactions listed above i.e. {$35.00} x XXXX BOA said that same day AFTER I overdrew the accounts, the payments for my credit card were presented!!! This is a lie! I saw them posted with my two eyes the day before! I regret not taking a snap short of the account that day. I made the payments on Friday, they do not take that long to post. I have made such payments several times in the past! I am perplexed that a big bank like BOA continue to steal from hard working Americans like me. They have done this in the past. Is this legal? How can it be? 2. I disputed a transaction with XXXX XXXX and was vindicated, the overdraft fee that was incurred then was returned. BOA refused to return the {$12.00} overdraft transfer fee for my credit card which was a backup for the account. The whole problem was due to systemic errors at XXXX hence I disputed the transaction. Why am I being made to pay for that? I tried to resolve this with BOA by calling their customer services but they insisisted the charges are valid. How can that be?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Disputed: Yes Timely Response

2016-09-27

Saugatuck, CT

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2016-09-27

Mabank, TX

Making/receiving payments, sending money

Bank account or service: Other bank product/service

Complaint: Bank of America failed to timely post *2* payments to my credit card in the past week ... which should have been simple transfers within the bank, from my checking/savings accounts. This is a PATTERN OF BEHAVIOR over the past year. Please hold them accountable. ( I will copy this report to Sen. XXXX since BoA is thoroughly unresponsive ... e.g. I 've been " on hold '' for over an hour. )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Disputed: No Timely Response

2016-09-27

Sarasota, FL

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: On XXXX XXXX, 2016, my client was approved for a loan modification thru Bank of America. It took a long time to get the modification, because my client was going thru a divorce at the time. The bank needed a copy of the XXXX and a quitclaim deed from the spouse to my client, so that the ex-spouse would not have to sign the modification documents or provide financial documents. Once we got all the documents to Bank of America, my client was approved for an FHA HAMP modification. When he received the trial modification offer, my client sent back the modification paperwork as requested by the bank in the envelope provided by Bank of America. He made his XXXX trial payments, XXXX, XXXX and XXXX and each was sent in early. On XXXX XXXX, 2016 he received a XXXX XXXX stating that he was denied the modification, because the bank did not receive " all the required signatures ''. My client was the only person who signed the modification papers due to the representation of the bank that the ex-wife would not need to sign if my client provided the XXXX and the quitclaim deed. This is totally unfair. We have been working this modification thru the attorney for Bank of America. At all times we were told that my client 's ex-wife would not need to sign any documents if we complied with the bank 's requirements of getting the couple divorced and the house put in the Husband 's name. The evidence to this agreement that they approved the modification without requiring the ex-wife 's financial documents and the bank 's requirement of providing the XXXX and quitclaim deed and numerous emails we have with the bank 's attorney. We tried to resolve this with BoA 's attorney but he is unable to provide assistance. My client has continued to make payments. Please help. There is no reason that this trial modification should not be made permanent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-09-27

Sebring, FL

Using a debit or ATM card

Bank account or service: Checking account

Complaint: On XXXX/XXXX/2016 {$1500.00} was withdrawn from my bank of America account using a fraudulent duplicate debit card. The debit card was in my possession and the withdrawals took place in a city XXXX miles away from my location. Bank of America has denied refunding my money three times and advising the claim is not valid and it was not fraud.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Disputed: No Timely Response

2016-09-27

Orion Twp, MI

Transaction issue

Credit card:

Complaint: I have a credit card with Bank of America that I use to shop for at XXXX XXXX, and I usually make the payment to the credit card through the ATM machine that they have at the branch that I always go to which is located at XXXX, MI XXXX. On XXXX XXXX, when I send my sister to make a cash deposit at the ATM, sometimes the ATM returns cash saying certain bills were not accepted, so she ended up cancelling the whole transaction, when she got in the car to the count the cash to make sure it was the same amount she started with, we found out we were {$690.00} short. The next day we went to the branch and explained the situation, and the Manager confirmed for me that they 're ATM was out of balance and that there was {$690.00} extra in the cash they had. She gave me a number to call which is to B of A customer service department, I explained the situation, they ended up giving me a temporary credit to my checking account of {$700.00} until they investigate the situation, after going back and forth, they wanted the ATM ID # 's, so I got them that, they wanted extra information, I supplied to them everything they needed, then on XXXX XXXX of 2016, they send me a letter stating that they were not able to find the extra money and that they are withdrawing the temporary credit they had given me on XXXX XXXX. At this point, I was very upset, because going back and forth and time holding on the phone to get to speak to someone is ridiculous and come find out the solution is aggravating. They know how to take someone 's money but they want to give me the hardest time about getting my money. This is my money that the ATM did n't give me which the manager confirmed it was extra. Does the right hand not communicate with the left hand? Are they not all under XXXX name? I ended up going to brank my self on XXXX XXXX, which a Banker assisted me and she grabbed the reports from that day and confirmed with me again that there was extra money in their balance that day. She called customer service and explained the situation, they opened the case again, they did take the credit out of my account, but they said they are investigating again. I have not heard anything and not seen the money. Please help because this is stealing from my money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2016-09-27

Federal Way, WA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I have an existing mortgage with Bank of America ( BOA ). A refinance was requested to BOA on XXXX/XXXX/2016. I 've submitted all required documents from the loan officer of BOA. I repeatedly called the loan officer I worked with about the progress. There was no response. And suddenly a single line email came on XXXX/XXXX/16 that the loan was declined without any explanation. I have a credit score of around XXXX. My proper value to loan amount ratio is fine. I have sound job history. The manager XXXX XXXX, after more than a day, answered : " It appears, according to my underwriter, that we were needing the actual 12 months of cancelled checks and lease agreement. The information you provided does not allow us to link your name to the account provided. '' Again XXXX XXXX was not able to reach any more after emails and XXXX voice mails. Nobody from BOA requested the leasing agreement. I do n't know what " cancelled checks '' they wanted. I have the letter of statement indicating my payments were from online payments. BOA could review more statements to link the payment info. However, BOA failed to request such further documents and abruptly declined the loan request. This is false advertisement of BOA that enticed the customer to apply loans with them and charge the XXXX party fees, such as appraisals. I complain about BOA on miscommunication and false advertisement and request to refund the charge due to fault from BOA.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Disputed: No Timely Response