BANK OF AMERICA, NATIONAL ASSOCIATION

2019-10-25

Livingston, NJ

Problem with a purchase shown on your statement

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

Card was charged for something you did not purchase with the card
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

2019-10-24

Levittown, PA

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: In progress

Timely Response

2019-10-24

Yonkers, NY

Problem when making payments

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

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

Timely Response

2019-10-24

Los Angeles, CA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM 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

2019-10-24

Long Island City, NY

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: There was fraudulent transaction done at a teller and they say that my claim is closed with out giving me additional information There were 2 fraudulent transactions on my account made at a teller simultaneously on XX/XX/XXXX which was a Saturday.A stolen check was deposited in my account for $ XXXX and a withdrawal for $ XXXX was made with a teller.. I filed a complaint they suggested as there has been fraud on my account that I should open a new one which I did on XXXX XXXX.. When I made the claim they told me the $ XXXX that was withdrawn was a check and that it takes about 2 months to investigate.. they did put the $ XXXX back in my account so l just kept moving forward waiting to hear back from them.. on XX/XX/XXXX I receive an email stating that the case has been closed and not in my favor as the ID matched what they had in their records along with the signature.. both are lies, my license has been expired since XXXX and it was actually revoked around that time and I never got a new XXXX, so when I opened my account the ID that I used was my passport which they confirmed when I spoke to them today XXXX My signature is pretty simple but I've been signing my name the same way for years and I guess lesson learned.. I have spoken to countless people to no avail.. they pretty much say that as it's not a large sum of money by Bank of America standards they are not going to help me.. they will not disclose any information to me like a copy of the deposit or withdrawal slip which they used as evidence to rule against me.. they will not tell me the branch or even what state the transactions took place.. everyone I talk to makes me feel like I am wasting their time even though is MY money.. today XX/XX/XXXX Bank of America had move $ XXXX worth of funds to the new account to cover the {$2500.00} that they took withdrew from my old account which has not been closed as the investigation is still pending after I filed a complaint with the OCC.. i did get a call from a XXXX XXXX from the Bank of America complaints branch but still have not heard anything back I filed a police report as well and have been following up with them.. it's very difficult to believe that I have to jump through so many hoops to get MY money back.. I have attached copies of the fraudulent check that was deposited.. I did call the company on the front of the check and their company checks were stolen and they had {$50000.00} worth of fake checks written one which was put into my account the signature on the back of the check does not match mine which they stated. I have attached the police report, a screen shot of my online banking which shows the 2 transactions as well as the 2 emails that I received from them explaining why my claim was denied
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

2019-10-24

Annandale, VA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

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

Timely Response

2019-10-24

Seattle, 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 monetary relief

Timely Response

2019-10-24

Kragnes, MN

Problem when making payments

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

Problem during payment process
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

2019-10-24

Maynard, MA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: Friday, XX/XX/XXXX, rec 'd fraud alert fr BoA ; texted last transaction legitimate. Block not removed ; called, advised wait time long, would call me back. Bank called back, call immediately disconnected. I immediately called back, learned long wait time, hung up as I was at work. Went to branch same day ( XX/XX/XXXX ) XXXX XXXX appt, branch called Fraud Dept. Block removed, used ATM, went up street ; card declined. Now after XXXX XXXX ; branch closed. Called Fraud Dept yet again, reached someone, call disconnected. She called back, said they couldn't figure out what wrong ; put on hold so long call rerouted to main number, I hung up, they never called back. Next morning XX/XX/XXXX went to branch AGAIN, withdrew all . Card still blocked ; on XX/XX/XXXX WENT TO BRANCH 3rd TIME IN 5 DAYS. Branch called Fraud Dept 3RD TIME IN 5 DAYS. Block allegedly removed. Next day XX/XX/XXXX card blocked again ; guy in Fraud Dept said he'd see if block could be permanently removed. On XX/XX/XXXX card still blocked ; branch advised only thing they could do is issue new debit card. Called Fraud Dept same day ( XX/XX/XXXX ) ; tried using debit card online while waited on phone ; card still blocked ; Tech Support advised " didn't see any transactions since XX/XX/XXXX '', that card not blocked, yet still doesn't work. IT IS NOW 7 DAYS IN A ROW I HAVE ONLY BEEN ABLE TO ACCESS FUNDS BY GOING TO TELLER AT BRANCH, AND I DON'T OWN CAR. Advised Tech Support I would be filing CFPB Complaint. I just recently filed/resolved CFPB complaint ( # XXXX ) and wondering if this is retaliation for previous CFPB complaint.
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

2019-10-24

Arco, CA

Other transaction problem

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

Company Response: In progress

Timely Response

2019-10-24

Scottsdale, AZ

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

2019-10-24

East Freehold, NJ

Managing an account

Checking or savings account: CD (Certificate of Deposit)

Funds not handled or disbursed as instructed
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-24

OR

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: First, I responded I have not missed a mortgage payment. Bank of America will disagree. The following explains this issue and my problem with Bank of America. Because of a prior timely payment problem in XX/XX/XXXX where I mailed my check payment using the Bank of America ( BofA ) payment coupon ( BofA mortgage loan # XXXX ) containing a Bank of America pre-printed addressee address, BofA recorded a late payment where BofA received my registered letter before the drop-dead deadline to be considered a late payment at the pre-printed addressee zip code and then BofA proceeded to subsequently forward my registered letter to 2 or 3 forwarding zip codes all within XXXX, Texas. This forwarding mail to different zip code process caused my payment to ultimately be receipted to my account AFTER the payment deadline and, therefore, to be considered a late payment. This fact and BofA sharp practice is important and relevant to my current issues with BofA. Fast forward to XX/XX/XXXX where I faced the deadline and knew I had insufficient time to mail a payment, even if over night, given BofA 's sharp, zip code, forwarding practice. Therefore, I contacted BofA to arrange an electronic transfer using the bank routing and account numbers ( # XXXX and XXXX, respectively ) on my printed XXXX XXXX checks. XXXX XXXX was bought by XXXX XXXX sometime before, but I continued to use up my checks. those checks have never been dishonored. BofA took my information and gave me a payment confirmation number ( # XXXX ) on XX/XX/XXXX. My account was current and on time. I was assured that this payment would be credited on this last date to avoid a late fee, though it would be process the next banking day. All payments since XX/XX/XXXX have been on time, by checks using the same bank routing and account numbers as given for the XXXX electronic transfer payment. A check written and sent to pay XX/XX/XXXX mortgage payment was cashed, again using the same bank routing and account numbers as given for the XXXX electronic transfer payment, and again was on time. On or about XX/XX/XXXX, I received two notices from Bank of America dated XX/XX/XXXX, regarding the electronic payment. One stated " Your check or electronic payment, dated or drafted on XX/XX/XXXX for {$760.00}, was returned to us by your financial institution because No A/C - Unable to Locate. '' This did not make sense to me. I checked my records. On I had a confirmation number from BofA. I believed there was a BofA computer mistake. XX/XX/XXXX, I made my XX/XX/XXXX mortgage payment using the BofA payment coupon and by a check using the bank routing and account numbers on my printed checks and noting on the check 's memo line " XXXX XXXX Mortgage ''. The second notice my name and " if you haven't already, please make your home loan payment. '' The notice also stated " ( If you've already made your payment, there's nothing you need to do -- you can ignore this reminder. ) '' Since I had made that payment, I ignored this notice. On XX/XX/XXXX, I received two notices from Bank of America, one dated XX/XX/XXXX, regarding my monthly " Home Loan Account '' and payment coupon for my XXXX mortgage payment obligation, and the second dated XX/XX/XXXX, stating " You have unapplied funds on your account. '' I knew I had made my payment for XXXX ; so, I believed the payment and letters had crossed in the mail. So, again, I did not perceive a problem. On XX/XX/XXXX, I received a BofA letter dated XX/XX/XXXX, " if you haven't already, please make your loan payment '' and " The payment that's currently due is {$710.00}, which includes your monthly payment as well as late charges of {$70.00} and other applicable fees. '' On XX/XX/XXXX, I promptly called BofA customer service ( # XXXX ). I spoke with XXXX XXXX and learned the following : 1. BofA had recorded my {$760.00} electronic transfer payment ( {$700.00} for monthly principal an interest plus an extra {$60.00} for principal ) on XX/XX/XXXX. 2. BofA had received my check for my XX/XX/XXXX mortgage payment on XX/XX/XXXX. BofA had applied that {$760.00} to my XXXX mortgage and a late fee ( {$35.00} ) assessed by BofA! When I asked 'why ', XXXX reported the electronic payment was rejected or returned on XX/XX/XXXX. I didn't understand. I had a confirmation number for the electronic payment!!! BofA applied my on-time XX/XX/XXXX mortgage payment and extra principal to the " late '' XXXX mortgage debt without prior notice to, or consent from, me AND contrary to my written instructions to apply the extra {$60.00} to mortgage principal. 3. At my request, XXXX confirmed the bank routing numbers and bank account numbers matched for the XXXX electronic transfer authorization I gave and as printed on the check. [ Note : I set up this specific bank account originally to pay this specific mortgage. ] 4. As a result of BofA 's unilateral action in # 3 above, my XX/XX/XXXX mortgage payment was outstanding when I called BofA on XX/XX/XXXX. Because my XXXX payment was not credited to XXXX 's mortgage debt, I was assessed a second late fee ( another {$35.00} )! On XX/XX/XXXX, and during my 40-minute discussion with XXXX XXXX, we discussed reasons for the facts presented above. I emphasized I had fulfilled my mortgage obligation by paying on time. I was, and still am, the victim. I heard and understood XXXX 's explanation of BofA 's actions. XXXX was patient and professional, but could only offer to waive one of the late fees because I was such a good customer making my payments on-time. I accepted the gesture and said I would take up the second ( or rather first ) late fee with my checking account bank which I did. I promised a return telephone call to catch up the " missing '' payment by another electronic transfer authorization after I cleared up the bank routing and account numbers issue. On XX/XX/XXXX, I called BofA back and spoke with XXXX XXXX for 20 minutes to make my " missing '' payment ( plus my regular extra {$60.00} principal payment, total {$460.00} ) as promised and because BofA said they could not give the late fee waiver without the account being paid current. I gave different bank routing and account numbers for XXXX XXXX ( # XXXX and XXXX, respectively ). [ I am having new checks printed to avoid this problem in future. ] I was still out one of two late fees. Everything was fine, but little did I know ... On XX/XX/XXXX, after regular business hours, I received a telephone call from XXXX from BofA. I was still at work and took the call. She stated the requested late fee waiver had been DENIED!!! She proceeded to explain the denial was because of a prior waiver less than 18 months prior in XX/XX/XXXX where late fee waiver was requested ( see beginning paragraph herein ). I was shocked and upset! Bank of America had for a second time gone back on their word! The first was a confirmation number proving my XX/XX/XXXX electronic payment and the second by taking back their granting of a waiver for one of two late fees for their XXXX and XX/XX/XXXX actions. In addition, XX/XX/XXXX is 19-months after XX/XX/XXXX! Another example of saying one thing, and doing another. Bank of America 's actions in my case are, to say the least, sharp practices and possibly deceptive, more like a street-side, shell game. I feel their confirmation of payments, their approval of a fee waiver, and then their changing their minds once they have my money is slimey and wrong. I am out two late fees totaling {$70.00} and now over four hours of my time over three days. Bank of America stinks!
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

2019-10-24

Antonia, MO

Improper use of your report

Vehicle loan or lease: Loan

Reporting company used your report improperly
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-24

Adelaide, 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 monetary relief

Timely Response

2019-10-24

Oxnard, CA

Other features, terms, or problems

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

Problem with balance transfer
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

2019-10-24

Clyde, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

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

Timely Response

2019-10-24

No Haven, CT

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-24

North Hollywood, CA

Incorrect information on your report

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

Account status incorrect
Company Response: In progress

Timely Response

2019-10-24

Fairfax, VA

Applying for a mortgage or refinancing an existing mortgage

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

2019-10-24

NJ

Managing an account

Checking or savings account: Other banking product or service

Funds not handled or disbursed as instructed
Complaint: I received an offer from the XXXX XXXX division of Bank of America on XX/XX/19 which had the following for the offer terms : Fund your account with at least $ XXXXXX within 45 days of the date of this letter and maintain a qualifying balance of at least that amount or greater for 12 months from the date of the deposit. We will deposit your cash reward of $ XXXXXX within two weeks of that date. When I checked with my contact at XXXX XXXX on the status of my cash bonus, I was told I was to get the cash bonus in 1 year, not 2 weeks. This offer was very misleading. It should have been checked by compliance. The end of the first bullet should have been clearer with something such as We will deposit your cash reward of XXXXXX within two weeks of the 1-year anniversary of the account opening date. I agreed verbally to maintaining the required balance in the accounts for 1 year+ to earn the bonus which is different than agreeing to get the bonus in 1 year. XXXX XXXX had XXXXXX investigate my issue. He said there is nothing they can do about the cash bonus and gave no explanation for the wording of the offer. He said if there was something wrong with the wording, maybe compliance would change it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-24

Cheverly, MD

Problem when making payments

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

Problem during payment process
Complaint: Made a {$200.00} cash payment to my credit card at the Bank of America ATM in XXXX XXXX XXXX in MD on XX/XX/2019. ATM said they couldnt accept some of the cash, and then the screen froze, eating the money. It spit out a receipt with a number to call. This is the 2nd time this has happened to me this year, the first time was with a check. When I called the number I was transferred many times because there is somehow an issue over who is supposed to handle these kinds of disputes. When finally someone took my claim they said it could take 2 billing cycles to investigate, which is rediculous. All they need to do is check the atm and it should be over {$200.00}. I think now I learned my lesson and will no longer be using ATMs especially from Bank of America.
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

2019-10-24

Indianapolis, IN

Trouble using your card

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

Credit card company won't increase or decrease your credit limit
Complaint: My credit line started a {$2400.00} and has been decreased 2 times since opening the card. The 1st time It was reduced to {$1700.00} and I have never paid Bank of America late or any cards late since the approval. Of late I paid or reduced the balance from {$1600.00} to {$40.00} along with paying approximately {$7000.00} off in other bills. My credit score is higher than it was when they approved me for the card. After paying the bill down to nearly {$40.00} they reduced my limit to {$500.00}. They never provide an increase as promised. I do believe XXXX XXXX are treated differently! This has a serious impact to my credit score which is affecting my overall credit score.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-24

IL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage is currently with Bank Of America. I was notified that my homeowner 's insurance had lapsed and that Bank of America would put force placed insurance on the mortgage. I renewed my policy on XX/XX/2019 and I have sent Bank of America servicing the declaration page showing the effective date but Bank of America has not removed the force place insurance which is being billed to me at {$330.00} per month which is a Reg X violation regarding escrows. Forec placed insurance must be removed immediately upon being shown proof of homeowner 's insurance in force by the borrower. This has not been done
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-24

CA

Closing an account

Checking or savings account: Checking account

Funds not received from closed account
Complaint: XX/XX/2019 when i walk to Bank of America XXXX XXXX to open a new account, everything went well opening my new account using my paycheck amounting to {$1200.00}, later that day, i was trying to access their mobile app when i found out that the mobile account is locked and advise me to contact costumer services, i called costumer services and found out they closed my newly opened account already and elect not to do business with me anymore, i asked them the reason why and all they give me was it was a business decision on their part not to do business with me, so i asked them if i can get my money back on any financial institution branch they have, they told me after the account is closed, they will send me a managers check amounting to the amount i deposited, first they told me it will take 24-48 hours to close the account, I ended the call since nothing much can be done on my situation.. XX/XX/2019 I walked to the bank of america branch where i opened my account hoping i can get my money bank, i sit down with a banker and explain the situation im in, she called the corporate office to ask if they can release my money since they closed my account already, but to no luck, the corporate office declined, the banker gave me a number to call to do a follow up on my situation, i called the number as i walked out of the bank, didnt take long before someone answer on the other line, i asked them when can i expect the check in the mail, he told me that the process of closing my account wont be done till XX/XX/XXXX, after that is when they will send the check to me, ..it was devastating for me, for a normal person living paycheck to paycheck, it is really difficult, not knowing where to get the money to pay m monthly bills and all that, i feel violated with this situation,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response