BANK OF AMERICA, NATIONAL ASSOCIATION

2019-10-21

Arco, CA

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

2019-10-21

Mansfield, TX

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 non-monetary relief

Timely Response

2019-10-21

Boston, MA

Problem with a credit reporting company's investigation into an existing problem

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

Was not notified of investigation status or results
Complaint: I was shocked when I reviewed my credit report and found late payment on XXXX of 2018 I am not sure how this happened, I believe that I had made my payments to you when I received my statements. My only thought is that my monthly statement did not get to me, or the payment was not applied as fast as expected. I check my bank account and noticed that you deducted the money out of my checking account that on the month that you marked me late on my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-21

Helena, MT

Trouble during payment process

Mortgage: VA mortgage

Complaint: BAC Home Loan Servicing ( of Bank Of America ) : ( 1 ). is in breach of contract having refused/AND RETURNED a 'Full Prepayment ' towards my mortgage. ( pre-XX/XX/2016 ) ( 2 ). instructed me to 'call ' about disputes and complaints, to avoid necessary dispute resolution under lending laws etc ( 3 ) .listed prepayments to principle as MISC on the account verses Principal Payments ( 4 ) .Reported TIMELY payments as Late payments TO OTHER LENDERS, contrary even to my own credit report ( 5 ) .credited me for a prepayment in 2016 and later arbitrarily and without prior notice or my express permission, reversed it, ( unknown to me until later ) effectually putting me in arrears while my XXXX Veteran husband was XXXX of service related XXXX XXXX, ( which is why I prepaid so I didn't have to worry in his last months of life, and even after Id notified them about our situation ) THEREBY BAC HOME LOANS SERVICING INTENTIONALLY AND OPPORTUNISTICALLY 'CREATED ' AN 'ARTIFICIAL ' ARREARS with my home loan ( 6 ) .Advised us AFTER reversing a full prepayment and misapplying it, that they no longer take prepayments, thereby performing a new breach of contract - see attached ( 7 ) .refused to answer or acknowledge my written notice disputing the balance ( 8 ) .refused to provide comprehensive transactional history ( 9 ) .sent me a letter giving me notice that I had 30 days to 'cure ' INSTRUCTING ME to " Pay By Phone '' and then a few days into the 30 days refusing to allow me to do just that ( 10 ) .sent the loan to collections after I attempted to cure even while the alleged arrears balance was in dispute ( 11 ). engaged in EQUITY SWIPING of other prepaid principal balances- see attached examples of payments into principal ( 12 ) after I discovered THEY CREATED the appearance of an arrears, they told me not to worry that missed payments would just be added to the end of the loan ( 13 ) .kept me on hold for two FULL hours ( 14 ). provided foreclosure attorneys inaccurate and already disputed balances due which I again disputed in writing to the attorney -see attached ( 15 ). provided the inaccurate disputed balances to the new serving company without attempting to resolve the dispute ( 16 ). continue to refuse to supply a full accounting and transactional history ( 17 ). continues to be the primary party in breach and ( 18 ) .continues to avoid dispute resolution by concealing the transactional history and accounting ( 19 ). failed to comply and modify my loan with a rate, payment and principal reduction according to the 2016 settlement with the US DOJ to help homeowners that were part of the Countrywide debacle - https : //www.justice.gov/opa/XXXX " That relief will take various forms, including principal reduction loan modifications that result in numerous homeowners no longer being underwater on their mortgages and finally having substantial equity in their homes. '' After 9 years BAC " created '' the appearance of an arears to swipe ALL my Equity even though we had a good payment history - see attached XXXX history ( 20 ) BAC failed to negotiate a negatively impacting contract provision forced upon us without prior notification or consent and enforced it prior to advance notice, negotiation or mutual agreement which is an empirical requirement to any legal contract -see attached ( 21 ). Failed to provide a comprehensive transactional history of accounting upon written request -see attached XXXX , XXXX and XXXX document
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-21

Walden, NY

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

2019-10-21

Tonopah, AZ

Managing an account

Checking or savings account: Other banking product or service

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 monetary relief

Timely Response

2019-10-21

Cloverly, MD

Improper use of your report

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

Credit inquiries on your report that you don't recognize
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

2019-10-21

Palos Park, IL

Managing an account

Checking or savings account: Checking account

Fee problem
Complaint: I have an account with Bank of America. Additionally, I have XXXX college age children with accounts at BofA, all associated under my name. My XXXX year old daughter XXXX had a number of transactions hit her account over several weeks time. The bank did not pay these out because it would put her account into an overdraft. However, the bank did assess overdraft fees on her account, putting her into overdraft. There were a total of 23 fees assessed for {$800.00}. To make matters worse, the bank took money from my sons account, even though he had nothing to do with my daughter. So he is now short over {$870.00} in his account. I did try to reason with 6 different people at Bank of America. They will not reverse these charges. I need your help because this is wrong and unfair!
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

2019-10-21

Arsenal, PA

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

2019-10-21

Los Altos, CA

Getting a credit card

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

Card opened as result of identity theft or fraud
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-21

Happy Valley, OR

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

2019-10-21

Key Biscayne, FL

Incorrect information on your report

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

Information belongs to someone else
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

2019-10-21

Los Altos, CA

Getting a credit card

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

Card opened as result of identity theft or fraud
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-21

Lincoln, NE

Incorrect information on your report

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

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

Timely Response

2019-10-21

Atl, GA

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

2019-10-21

MD

Incorrect information on your report

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

Old information reappears or never goes away
Complaint: the following credit cards opened on my name and it is on my credit report, I never used or opened this credit cards XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX limit {$10000.00}. Bank of America $ {$4000.00}. XXXX XXXX {$2000.00}. XXXX XXXX {$17000.00}. XXXX {$3000.00}. XXXX XXXX {$3000.00}. - XXXX Credit Card was opened on my husband 's name, also I was not aware I am on this credit card, please advise - XXXX XXXX XXXX XXXX XXXX - it was a mortgage company, please remove Regardless, XXXX XXXX
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

2019-10-21

Wonder Lake, IL

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
Complaint: On XX/XX/XXXX my purse was stolen, which included my wallet ( with my credit cards ) and my phone. Upon getting home and accessing my emails via my laptop i discovered an email requesting a change to my credit card pin. I immediately called bank of america to lock my credit card and request a new one which was when i was told someone had changed my PIN via my phone has used the ATM to withdraw {$2000.00} from my cash advance. However they immediately filed it as a fraud claim and refunded the money back to my account however they stated they will be investigating the transaction and provided XXXX XXXX Fast forward to XX/XX/XXXX i was told that the claim was denied and the money was debited back into my account so i called them to discuss why it was denied, they advised because it appears i was there when it happened, i explained what happened all over again then they asked for a police report which i promptly filed and a copy was sent to them. On XX/XX/XXXX i received a call from a Claims rep who interviewed and asked a series of questions, which i responded to and the he told me the claim was approved and the {$2000.00} will be put back into my account within 3 business days and they sent a letter also confirming same. ( Copy attached ) On XX/XX/XXXX i called BOA back and spoke to a rep who also confirmed that he can see the claim has been approved and i should give it another 4 business days. On XX/XX/XXXX I called BOA yet again this time spoke to a lady also confirmed the claim has been approved but it will take another 60 days for the money to reflect, which i balked against. I then checked my credit score to see it has dropped 40 points due to this charge. I am planning to buy a house in the near future and i have worked really hard to build my credit score to where it was before BOA caused it to drop. On XX/XX/XXXX I called BOA and spoke to yet another rep who apologized for the trouble, confirmed yet again that the claim was approved and promised me unfailingly that it will clear in 7 business days which was the XXXX. Today is XX/XX/XXXX and the money is still in my account. So i called back and requested a supervisor who now tells me the claim was still under investigation, after i was told by 4 different people that it was approved. When i asked about the letter i received i was told it was sent out mistakenly. It makes no sense to me that an institution as big a BOA can send out letter mistakenly to reassure their customer and also have 4 different employees tells me a claim was approved. Were they not reading the same notes? This was a fraudulent claim and i do not understand why i am been treated unfairly. Now i am been charged interest every month, why was i promised 100 % fraud protection only to be left unprotected by the very institution that made the promise? They were supposed to let me know if anything changes, and when i asked of anything changed, they said nothing did. So what was the reason for the delay, they could not say, just gave the usual " it's under investigation ''. I am pretty frustrated and i hope this resolves the matter. This is my 2nd issue with BOA and i can't help but feel i am been discriminated again. This is simply unfair. Attached is a copy of the letter 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

2019-10-21

Breidablick, WA

Written notification about debt

Debt collection: I do not know

Didn't receive enough information 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

Timely Response

2019-10-21

Baldwin Park, CA

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

2019-10-21

New Berlin, WI

Getting a loan or lease

Vehicle loan or lease: Loan

Fraudulent 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

2019-10-21

Federal Way, WA

Advertising and marketing, including promotional offers

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

Confusing or misleading advertising about the credit card
Complaint: Bank of America platinum credit card {$100.00} air fare is not Refund On XXXX / XXXX, I bought a seat fee for spirit Airlines XXXX Dollar and I have not Refund it until now When I applied for a credit card, the welfare plan specifically stated reimbursement of {$100.00}, seating fees Didn't tell me which airline wasn't included
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-21

Bradley International, CA

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 non-monetary relief

Timely Response

2019-10-21

Darnestown, MD

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

2019-10-21

Albuquerque, NM

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: On XX/XX/XXXX, I visited the Bank of America located at XXXX XXXX, XXXX, NM. I started my mortgage refinance process with XXXX XXXX. Between him and the underwiters, they took too long gathering my information and the loan timed out. I was in no way in control of this happening, as the information they were seeking was not in my control. Instead of requesting that information at the appropriate time, they waited until two weeks before the loan would time out before they even attempted to get that information. There was no communication to me at all that they were seeking any of this information. XXXX XXXX was also verbally aggressive to the front desk associates at my work, XXXX XXXX XXXX, and would verbally berate them if the manager was not in the office at the time of his phone call. I spent approximately {$550.00} out of pocket on this, including the appraisal on my house. There is also a mark on my credit due to a hard inquiry. Once the session timed out, I mistakenly thought it was just that specific BOA location that was the problem. I went to the BOA location that is in XXXX XXXX, NM. I started a new process with XXXX XXXX. He told me that a new appraisal would be issued on my house and that I would be refunded the cost, due to BOA screwing up my last attempt. I was charged and refunded for an appraisal. I asked XXXX XXXX why an appraiser never scheduled with me, and he assured me that the appraisal had already happened, hence the charge on my account. I was confused but didn't question it, since he assured me everything was fine. Again, I want to state that XXXX XXXX assured me that I was not going to be charged for a second appraisal. I was told multiple times through this process that they had everything they needed from me. After this, I wouldn't hear from Mr. XXXX for a week or so. Then suddenly the underwriters would need something else. This happened at least three or four times. The underwriters are beyond inefficient and unprofessional. Finally, my loan was approved and I was told I would be notified of when my closing date was. Instead, I was put in contact with XXXX XXXX. She apparently lives in Texas and is extremely hard to get a hold of. She also lied and stated that I was not responding to her phone calls when I absolutely was. She frequently ignores emails and phone calls from me. She stated that I need to have my house re-appraised because the appraisal had taken placed over 120 days ago. This is when I discovered that Mr. XXXX had lied to me and that a second appraisal had never taken place. I have repeatedly asked and asked and asked Mz. XXXX to have the appraisers contact me to schedule an appraisal. I have also been informed that even though it is BOA 's fault that this process has taken so long, I am to be financially responsible to their mistakes and I have to pay for the new appraisal. I even contacted Mz. XXXX 's manager to see if she could have the appraiser 's contact me. I have yet to hear back from her either. I received a call on Friday, XX/XX/XXXX, stating that I had a closing appointment on XX/XX/XXXX at XXXX XXXX. I went to the title company 's office only to be told that BOA has not given them my closing documents and had not returned their calls/emails. I now have two hard inquiries on my account and have paid approximately {$550.00} for nothing. I have to refinance my house as a condition of my divorce documents. Because of BOA mishandling my loan, my ex could take me to court. I am doing everything in my power to get this loan done and BOA has been an incompetent, unprofessional nightmare.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-21

Helena, MT

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: ReconTrust ( Headquartered in XXXX XXXX, CA, ReconTrust is a member of the Bank of America family of companies. XXXX XXXX XXXX XXXX, XXXX XXXX, California, XXXX ) was a debt collector foreclosing on my home and by the time we were able to get this stopped they had added about {$20000.00} to the balance of my loan without providing comprehensive itemization for the sum provided in the loan modification " ReconTrust is a foreclosure trustee that is legally required to act as a neutral party on behalf of both the lender and the borrower while conducting foreclosure proceedings in good faith and in accordance with the law. '' XXXX XXXX XXXX However, Recon Trust refused to respond to our communications, refused to acknowledge funds paid and instead stated that we had not paid though we had documentation to prove otherwise. Recontrust violated : 15 U.S.C. 1692f. Unfair practices A debt collector may not use unfair or unconscionable means to collect or attempt to collect any debt. Without limiting the general application of the foregoing, the following conduct is a violation of this section : ( 6 ) Taking or threatening to take any nonjudicial action to effect dispossession or disablement of property if -- ( A ) there is no present right to possession of the property claimed as collateral through an enforceable security interest ; ( B ) there is no present intention to take possession of the property ; or ( C ) the property is exempt by law from such dispossession or disablement. ReconTrust subsequently had sent us notice of Trustees Sale noting that unless we cured the balance due it would be sold at public auction and at the local court house the auction was posted on the public bulletin board. The unpaid balance was different than the balance that we believed due by about {$20000.00} in charges that were not itemized. ReconTrust also stated in the notice that it was a debt collector attempting to collect a debt and that any information obtained would be used to collect the debt. The notices sent to us by ReconTrust contained misleading information regarding the amount due and alleged owed. The unitemized summary balance was used to modify the loan raising the balance approx. $ 22-24,000 higher than the balance we understood due and owing at the time. But we could not get anyone to talk to us. Even a local realtor volunteered to assist us in calling them on our behalf but could get no response. ReconTrust was listed as a Trustee but acted only as a debt collector and refused to respond to my calls, thereby assisting BAC in what I have continue to believe was fraud regarding the issue of the additional amounts added to my original loan amount.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response