BANK OF AMERICA, NATIONAL ASSOCIATION

2019-10-31

Laurel, NY

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Information belongs to someone else
Complaint: I am a victim of identity theft, my information is being used illegally for a mortgage and refinancing on a home that I am not responsible for which is clearly stated my the judge
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-31

Ellenwood, GA

Managing an account

Checking or savings account: Checking account

Cashing a check
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response

2019-10-31

Flushing, NY

Other features, terms, or problems

Credit card or prepaid card: General-purpose credit card or charge card

Problem with rewards from credit card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-31

VA

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Credit card company isn't resolving a dispute about a purchase on your statement
Company Response: In progress

Timely Response

2019-10-31

Hazlehurst, GA

Closing your account

Credit card or prepaid card: General-purpose credit card or charge card

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

Timely Response

2019-10-31

NY

Other transaction problem

Money transfer, virtual currency, or money service: International money transfer

Complaint: XX/XX/XXXX - I initiated a wire transfer in the amount of {$10000.00} to my wife 's XXXX XXXX ( XXXX XXXX XXXX ) account to pay credit card bills XX/XX/XXXX - XXXX XXXX XXXX requests " additional information '' ( unknown to me ) XX/XX/XXXX - with transfer not completed, I went to the local bank center and inquire - told " transfer not completed - not sure why '' XX/XX/XXXX - with the transfer still not completed, I reached out by email to Bank of America ( BoA ) on their national support line for help XX/XX/XXXX - BoA sends me an email requesting a telephone call for " important information '' ( this presumably was instigated by my email ) XX/XX/XXXX - I called the bank with the required addition information - was told " good to go - we have what we need '' on XX/XX/XXXX - funds transfer still not completed. XX/XX/XXXX - I call XXXX XXXX XXXX to inquire, told funds were returned because the requested additional information was not provided by BoA. It has now been over 4 MONTHS - no one at BoA can tell me were my {$10000.00} are. During these 4 months I was traveling in XXXX and XXXX and have incurred uge telephone expenses amounting to over {$600.00} talking to BoA by telephone and being put on hold for 20-30 minutes at a time. Previous complaint with CFPB ( ID XX/XX/XXXX-XX/XX/XXXX ) was CLOSED without resolution. I'M OUT {$10000.00} AND NO ONE GIVES A XXXX - this is nothing short of grand theft - what country am I in?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response

2019-10-31

Lowell, AR

False statements or representation

Debt collection: Credit card debt

Told you not to respond to a lawsuit they filed against you
Company Response: In progress

Timely Response

2019-10-31

Flushing, NY

Problem when making payments

Payday loan, title loan, or personal loan: Installment loan

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

Timely Response

2019-10-31

CA

Fraud or scam

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Complaint: On XX/XX/2019, I noticed 2 amounts coming out of my overdraft protection on my daughter 's bank account. {$1400.00} on XX/XX/XXXX and {$1800.00} on XX/XX/XXXX. I immediately called Bank of America to inquire about these charges. I opened a claim and which was closed 2 days later without my knowledge. Upon learning this, I opened a new claim having to start the 10 day investigation process over again. On the night on Day 10 my daughter received an email stating that the claim was denied. In the meantime, after looking through her account, which is tied to mine, there were multiple unauthorized transactions made. Including 3 checks immediately deposited then transferred out resulting in my daughter having charges for non sufficient funds building on her account. These transfer were all done on a mobile device. BofA did reimburse the fees, but has refused to honor my claim of fraudulent activity. I have been told to file a police report, get phone records, which I have sent to BofA. These records contain a number that is clearly fishing out my bank account and it located in Alabama. BofA has not investigated my claim just informed me that since these transactions were done through XXXX, which they contract with, there is nothing to be done. My daughter is in college and is missing {$350.00} as well as the 2 amounts above that overdrafted into my account. There were 3 checks that were sent to me via mail that had been deposited and then taken immediately out, 2 of which were " refer to maker '' and 1 listed as a forgery. Clearly BofA knew something was up if they stopped payment on those checks. I have done far more research than BofA. I have called the fraudulent numbers listed on the XXXX transactions and called the companies to which these " checks '' came from made out to my daughter and forged. BofA has her signature card. This should of never happened. I have called BofA continously since this process began on XX/XX/XXXX, and have had to contact the private banking division in order for them to even get me in contact with an actual person in fraud which I spoke to XX/XX/XXXX. At this point, I have faxed all the phone records and am waiting to see if the claim can be reopened.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-31

Las Vegas, NV

Opening an account

Checking or savings account: Checking account

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

Timely Response

2019-10-31

Lewisville, TX

Closing an account

Checking or savings account: Checking account

Company closed your account
Complaint: On XX/XX/2019 Bank of America closed my account and reported to XXXX XXXX that owe them money. Bank of America report that I have unpaid account this is not true. I don't owe Bank of America any money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Timely Response

2019-10-31

Atlanta, GA

Problem caused by your funds being low

Checking or savings account: Checking account

Bounced checks or returned payments
Complaint: Bank of America. I provided a check for my annual mortgage tax payment of a significant sum ( nearly $ 15k ). The check was deposited by the tax commissioner on XX/XX/XXXX. The funds in my account were ~ {$60.00} short of the entire ~ $ XXXX payment. Direct deposits for the two spouses on the account clear at XXXX on XX/XX/XXXX ( show on the XXXX ). Bank of America could have easily held the check and clear it only a few hours later. Those direct deposits would have shown to Bank of America at least two business days previous prior to cleaning, so they would have been perfectly aware that the funds were set to clear. I received notice from Bank of America on XX/XX/XXXX that they rejected the check, did not pay and issued a {$48.00} NSF fee. They also withdrew the funds from my account and have not returned them ( they say they will at XXXX tonight ). As a result of the rejection of this payment when B of A knew the funds were clearing within hours, they have both charged a NSF fee equal nearly to the shortfall in the account, taken advantage of a NSF fee on a shortfall of less than 0.5 % of a check amount and were perfectly aware that two direct desposit checks were showing at XXXX. Now, in addition to the NSF fee, we must take the steps of contacting our local tax commissioner to determine how to pay and will be charged a fee by the local tax commissioner.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-31

Burke, VA

Trouble during payment process

Mortgage: Home equity loan or line of credit (HELOC)

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

Timely Response

2019-10-31

Myrtle Beach, SC

Managing an account

Checking or savings account: Other banking product or service

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

Timely Response

2019-10-31

Ruston, WA

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-10-31

Arlington, TX

Closing an account

Checking or savings account: Checking account

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

Timely Response

2019-10-31

Las Vegas, NV

Fraud or scam

Money transfer, virtual currency, or money service: Domestic (US) money transfer

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

Timely Response

2019-10-31

Piscataway, NJ

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Old information reappears or never goes away
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-31

Bradenton, FL

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-10-31

Ft Belvoir, VA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I recently got a new job which does monthly paychecks vs biweekly. I deposited my first full paycheck in a month and a half for {$3200.00} at a Bank of America ATM in XXXX, VA on Tuesday, XX/XX/XXXX at XXXX XXXX. The receipt I received said there was a hold on it until XX/XX/XXXX, but it would not say why. I called BoA immediately, and and a supervisor responded that they do not see the hold, but to call back in the morning if the hold is still showing. In the morning of XX/XX/XXXX I called back, asking again for a supervisor. They said they couldn't do anything to help me and that I needed to wait 24 hours from depositing the check to call back. But that it was probably being held because of " federal statutes '' ( I think they assumed I wouldn't know the Federal limit is {$10000.00} ) But I waited and called back in the evening. Speaking to a different supervisor, they said that I needed to actually wait 24 hours from processing, which was XXXX XXXX, to get a review of a check hold and that they have notes to the check hold department to review and release the funds if available. He suggested I call back again the next morning at XXXX XXXX when the phone lines open. I called back again this morning, XX/XX/XXXX, and again, asked for a supervisor. This supervisor told me that I was given the wrong information and the department I needed to speak to would not be open until XXXX XXXX and that I would need to call back again. At XXXX XXXX, I called back and was disconnected. Twice. I finally get ahold of someone, and they were extremely rude, and when I asked to speak to a supervisor, he transferred me to the account closing department. After finally getting transferred 3 more times to a supervisor, this one tells me that everyone else has misinformed me and that nothing can be done. There will be no review, no check hold removal, or push to clear. I then decide, after hanging up, to check with my employer. The paycheck has already cleared through their bank and the funds have been allocated. So, basically, BoA is refusing to give me my money and causing me financial hardship. I explained that I needed my money as the lack of funds would cause my account to go into the red and was basically told that I was just going to have to pay the overdraft fees. Even though they have the money already and are refusing to put it into my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-31

Tyler, TX

Managing an account

Checking or savings account: Other banking product or service

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

Timely Response

2019-10-31

Wesley Chapel, FL

Problem caused by your funds being low

Checking or savings account: Checking account

Bounced checks or returned payments
Complaint: I have banked with BofA for over 5 years. I have already opened new accounts and XXXX XXXX XXXX and will absolutely be closing my BofA account as they have a significant history of cheating with respect to overdraft fees, and how they process charges. Years ago, I availed myself of the " account management '' tools which they tout to be useful tools for managing your account. Up until this point, I had not had issue with those account tools working. By design, when my account balance falls below 25.00 I am supposed to be notified. In this instance, those tools didnt work and to be honest, I am at a loss as to why. I had a credit card payment set to clear my account on the XXXX. According to BofA the charge posted to my account on the 30th. I never received an email or text message alert. The charge would have most assuredly overdrawn my account and should have triggered a notification to me so that I could react to the charge.That didnt happen, and as of this morning ( XX/XX/2019 I still have not received a notification ). My paycheck conveniently posts to my account on the last day of the month in this instance, the check was available in my account at midnight ( on the XXXX ) although when I called BofA they explained even though they had my funds, my employer instructed that I am not to have access to my funds until the XXXX and so the payment was returned ... .. Officially, BofA returned my payment for insufficient funds. My complaints are as follows : 1. BofA was in posession of more than sufficient funds to cover the transaction for which they returned. This transaction should not have been returned, and I would like a statement from the institution so that my creditor does not hold that returned check against me. 2. I would like BofA to do a better job in the disclosure of their account management features so that unknowing customers such as myself are not relying on those alerts to prevent issues such as this. 3. I would like BofA to provide more clarity as to how they determine which charges will be covered through overdraft protection and which ones will not be ; to include specifics related to the type of account, years customer has been with BofA, number of overdraft fees, bounced checks etc in customers history as right now, it appears that the the determination to cover overdraft charges is arbitraily made by unknown person ( s ) without a solid non-discriminatory policy. I personally have clients and colleagues who bank with BofA and they report very different experiences in how returned processing, overdraft fees, and availability of deposits are handled. It should be noted that my husband and I have over 14000.00 deposited across BofA checking accounts each month, and at the time this transaction posted my husband had enough funds in his account to cover my transaction. The point for mentioning this is that I had access to money to quickly deposit in my account had I known the account was overdrawn. My assumption was the payment will post on the 30th, my paycheck will post on the 30th, the check will clear. This matter was not for lack of funds available to me, it resulted from lack of funds available in this account which could have easily been corrected in minutes had the account management tools, for which I relied on actually worked. If I STILL need to log in to my account every day and look at the account balance because BofA intends to send the alerts at their discretion then that should be clearly disclosed in lamens terms not in small print in documents which are never provided to the consumer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-30

Dallas, TX

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Can't stop withdrawals from your account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response

2019-10-30

Pompano Beach, FL

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-10-30

San Diego, CA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: In progress

Timely Response