BANK OF AMERICA, NATIONAL ASSOCIATION

2019-10-21

Austin, TX

Getting a loan or lease

Vehicle loan or lease: Loan

Credit denial
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

Deerfield Beach, FL

Fees or interest

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

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

Timely Response

2019-10-20

Ft Belvoir, VA

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: I have the Bank of America Cash Rewards credit card. This card offers cash back based on a percentage of the value of items purchased using the card. I have a cash balance in the rewards program because I only tap into that reward every 18-24 months. On XX/XX/XXXX, I elected to transfer an amount from my Bank of America Cash Rewards account that was equal to the statement balance due on that credit card for XX/XX/XXXX. Because the reward account equals cash, it was my understanding that in transferring the {$460.00} from my rewards account into the credit card account, I had made the payment of the full statement balance due on that credit card for XXXX. My payment for XXXX was due on XX/XX/XXXX. On XX/XX/XXXX, BOA executed the cash transfer from my rewards account to the credit card as I had directed. However, on XX/XX/XXXX, I noticed that the bank was still showing that I had not made even the minimum payment due for XXXX for that credit card. I called BOA and was told that the {$460.00} cash transfer from my rewards account into my credit card did not count as a payment on the XXXX statement balance, but was only a credit on my credit card account. Further, the Bank of America representative told me that I was still responsible for making the {$110.00} minimum payment by XX/XX/XXXX, or would face a late fee, a finance charge on the {$460.00} balance due, plus a report to the credit bureaus if the eventual minimum payment was more than 30 days late. The bank representative also told me that their policy is to treat a cash transfer from the rewards account into the credit card balance as a CREDIT to the balance due - and not as a PAYMENT of the balance due. I do not understand the difference, as any payment I make to a creditor is treated as a credit of the balance due on my account. This policy defies logic and is unfair and unconscionable. Its effect is to make the consumer pay more than is due when they redeem their cash reward and direct that it be applied to the credit card balance. In my case, for example, I had to pay the total balance of {$460.00} again yesterday ( XX/XX/XXXX ) in order to avoid the negative consequences described above if my payment was not received by XX/XX/XXXX. This means that Bank of America required me to pay double the total amount due on my statement balance for XXXX : on XX/XX/XXXX, I made the full payment of {$460.00} by transferring cash from the Bank of America Cash Rewards account into the Bank of America Cash Rewards credit card account ; and on XX/XX/XXXX, I was forced to make another payment of {$460.00} from my personal funds. The effect of this is that Bank of America forced me to overpay my XXXX statement by {$460.00}. I am fortunate to have that extra money available to make this senseless double payment and avoid BOA 's penalties. However, had I been someone living paycheck-to-check and relying on my cash earned through the Cash Rewards program to make my payment this month, I would now be facing late fees, interest on the full balance due, plus a negative credit report. This policy of the BOA Cash Rewards program of not treating cash transferred from the Cash Rewards program to pay the statement balance due on the BOA Cash Rewards credit card is unjust and extremely prejudicial to consumers. As an example of how absurd the policy is, the bank manager at BOA told me yesterday that if I had transferred the cash from my Cash Rewards account into my checking account, and then paid the BOA Cash Rewards credit card balance from my checking account using that cash, this extra step would have gotten me to where I had intended to be. In essence, BOA expects ( 1 ) the consumer to know that there is an extra step required for cash to be treated as cash - a step that is not disclosed anywhere in its terms and conditions, and ( 2 ) the consumer and the bank to each add a step - that of funneling the cash reward through the checking account - in order for cash to be treated as cash for purposes of paying the balance due on the credit card associated with the rewards program. I know of no other program that refuses to treat cash applied in payment of a balance due as anything other than a cash payment of that balance due.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-20

Boston, MA

Written notification about debt

Debt collection: Credit card debt

Didn't receive enough information to verify debt
Complaint: This report is inaccurate because it is under one company yet the account numbers are different. Also the account number XXXX show no late remarks whatsoever only the 2 different account numbers only.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-20

Managing an account

Checking or savings account: Savings account

Fee problem
Complaint: Bank of America charged me an {$8.00} fee for approximately 10 months for being under a balance threshold. They sent me a communication which likely explained this, but the communication was too complicated for me to understand. A simple communication along the lines of " you will be charged {$8.00} per month '' would have sufficed. There is a free account that I could have used, so I have received no benefit from this approximately {$80.00} charge.
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

2019-10-20

Nyc, NY

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: Hi - I recently disputed a transaction with Bank of America that turned out to be from them all along. It took a number of phone calls to even determine where the charge went exactly, and that's how I find out it was from Bank of America. They are sending me to other departments to try to get in touch with a department of BofA that they can't even verify ( apparently they will only talk to me? ). The amount was for {$3100.00} on XX/XX/2019. I was given a credit for that amount but it was reversed a few days ago ( XX/XX/2019 ) when the claim was closed. The only information about the claim was that the research team determined the payment was authorized, which I can confirm it was not.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-20

TX

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: My Debit card was stolen and I filed a police report. Immediately, I reported this to BofA. They said they would send me a new debit card in 5 business days. I did not receive my new debit card in 5 business days and called to request it again. I asked for them to overnight the card to me and they said they could not. After a second time of requesting the card and not receiving it, I am filing this complaint. It should not take nearly a month to get a new debit card. This is total incompetence.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-20

NC

Problem with a company's investigation into an existing issue

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

Difficulty submitting a dispute or getting information about a dispute over the phone
Complaint: From XXXX XXXX thru XXXX my bank of America statements had A Bank of America XXXX XXXX XXXX XXXX XXXX Address After that to present date XX/XX/XXXX my boa statements have both Bank of America XXXX XXXX XXXX XXXX XXXX And Bank of America XXXX XXXX XXXX XXXX XXXX Address I did not have a phone or a computer from XX/XX/XXXX thru XX/XX/XXXX so I could not access my account from a phone or a computer I always to go in person to bank of America XXXX XXXX XXXX vXXXX XXXX XXXX The boa rep states that the XXXX XXXX address is for online banking. I don't do online banking I did not do online banking access to my transactions until I got a phone in XX/XX/XXXX so please explain to me why the XXXX address was put on my account originally and who authorized it and then why it was changed to 2 addresses of both XXXX XXXX and XXXX XXXX and who authorized that.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-20

NC

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: XX/XX/XXXX As per my saved screenshot when I advised bank of America online approx 7 to 10 days ago that my phone access to my account was not secure and via phone and I was assured it would be secured I called The XXXX on XX/XX/XXXX and the boa customer service account access info line did not ask me for my pin # as per the attached recording on XX/XX/XXXX. ( recording # 1 ) recording # 2 of XX/XX/XXXX My debit card made transactions on XX/XX/XXXX NOT XX/XX/XXXX AS the boa recording of XX/XX/XXXX states XXXX XXXX market for {$63.00} as per attached screenshot of my receipt was MADE on XX/XX/XXXX and it is showing a CHECK CARD # AND NOT MY DEBIT CARD # but recording # 1 states that it was made on XX/XX/XXXX th XXXX and recording # 2 states they were madeXX/XX/XXXX Also recording # 1 states that additional debit card charges of library central {$10.00}. And not an copies were made on XX/XX/XXXX FALSE THEY WERE MADE ON XX/XX/XXXX. And then I was kicked off line twice to XXXX XXXX my account. Who is changing my personal information thru boa? I am requesting a in depth investigation explanation in writing from boa ( THRU THE CFPB DO NOT SEND My BOA CFPB COMPLAINTS RESPONSES TO MY mailing address. I have contacted boa every time they have called me ) How and why is boa continuing to expose my funds to unsecure events and why is this happening with my sole owned bank account Also I went online to see what was going on and # 1 it asked me for a security question name of my first pet I answered and then it said they could not process my request # 2 the current transactions as per the attached file from my sole account are FALSELY documented. As per boas # 2 recording of XX/XX/XXXX the charges stated by boas recording states XXXX XXXX {$10.00} XXXX XXXX market {$63.00} and others were made on XX/XX/XXXX NOT on XX/XX/XXXX AS MY ONLINE TRANSACTIONS are SHOWING FROM BANK OF AMERICA!!!!!!! Also recording # 1 states my balance is {$530.00} and states my charge thru XXXX of {$53.00} is in on that balance BUT ONLINE IN MY BOA STATEMENT TRANSACTIONS THE {$53.00} CHARGE FROM XXXX IS NOT DOCUMENTED AS THE BOA PHONE RECORDING OF XX/XX/XXXX XXXX!!!!!!!!! #!! #! # #!!! BANK OF AMERICA PROTECT MY PERSONAL INFORMATION IMMEDIATELY. The 2 of the 3 USPS charges of XX/XX/XXXX WERE MADE IN PERSON TO USPS XXXX XXXX post office and not by a check card as documented on my boa. Fix it boa. Cease recording check card purchases on my sole account boa record proper transaction info so I can catch my identity thief Record my bank charges as debit transactions with the last 4 digits of my debit card and document the last 4 digits of the recorded check cards entries that are out of sequence and missing check card numbers. who has access to my account and recording check card purchases falsely. I went online bank if America and have attached people that are recorded on people XXXX XXXX XXXX that have the same poboxes of bank of America XXXX XXXX XXXX Delaware and bank of America pobox XXXX florida that are listed on the front of my boa bank statements maybe this is where my fraud reports went to since bank if America has not yet responded to my mailings since XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-20

Berkeley, CA

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

2019-10-20

Oceanside, CA

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-20

San Gabriel, CA

Other features, terms, or problems

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

Other problem
Complaint: I received my XX/XX/2019 statement for my credit card with Bank of America. The closing date on the statement was XX/XX/2019, and the minimum payment requested was {$340.00} due XX/XX/2019. On XX/XX/2019, I made a {$400.00} payment to this account and on XX/XX/2019, I made a {$100.00} payment to the account for a total of {$500.00}. As such, I paid {$160.00} above the required minimum payment due XX/XX/2019. Nonetheless, Bank of America is stating on their webiste that I still owe {$230.00} for the XX/XX/2019, payment. I tried to resolve this issue over the telephone with a telephone representative without success. Now I turn to your agency to act on my behalf.
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

2019-10-19

Hollywood, FL

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

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

Their investigation did not fix an error on your 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

2019-10-19

Charlotte, NC

Problem caused by your funds being low

Checking or savings account: Checking account

Non-sufficient funds and associated fees
Complaint: I attempted to make a payment on my XXXX XXXX XXXX Mastercard on XX/XX/19 for {$860.00}. When arranging the payment from the XXXX website, I accidentally chose an old Bank of America Checking account that I rarely use. My intent was to pay from another account from another bank. On XX/XX/19 the first attempt to process occurred with Bank of America causing an overdraft of my account by {$770.00}. Bank of America then charged a fee for {$35.00} for insufficient funds. On XX/XX/19 XXXX charged me a {$28.00} return payment fee. XXXX then attempted to run the payment again resulting in another overdraft with Bank of America and an additional {$35.00} fee for insufficient funds on XX/XX/19. Bank of America did send an alert that I later found in my email, but XXXX sent me no notice whatsoever that they had attempted to charge the account and received a nonsufficient funds notice from Bank of America. I have called both Bank of America and XXXX to ask that these fees be reversed because the total value so far is {$98.00} for an honest mistake. This seems like an unfair and deceptive practice focused more running up fees than serving a customer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-19

El Paso, TX

Other features, terms, or problems

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

Privacy issues
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

2019-10-19

Grand View, ID

Closing an account

Checking or savings account: Checking account

Can't close your account
Company Response: In progress

Timely Response

2019-10-19

Torrance, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: In progress

Timely Response

2019-10-19

Brooklyn, NY

Managing an account

Checking or savings account: Savings account

Deposits and withdrawals
Complaint: On XX/XX/2019 at XXXX XXXX, I received a call from the number XXXX from a person claiming to be a Bank of America representative who said that the system has detected a fraud activity on my account. She requested that I give her the three-digit security code on the back of my Bank of America debit card in order to confirm my identity. I thought that this was a scam call so I hung up. I immediately logged into my Bank of America Mobile Banking Application on my phone to check my accounts. When I tried to log in, I received an alert that my password had been changed and that my account had been locked. I reset my password and continued on with my day. The next day, XX/XX/2019, while checking my banking mobile app, I saw that a transaction Discover Card ending in XXXX for the amount of {$5700.00} was made on my Bank of America Advantage Savings Account. I called Bank of America to report that I had not made/authorized this transaction. I filed a claim to get my money back as this transaction was still pending and I was told that the process would take 7-10 business days. The representative stated that someone had gained access to my bank account using my username and password, and this person asked me to reset my username and password in order to prevent further fraud activity on my account. While speaking to the representative, I saw that there were two more transactions being made on the same Savings account : the first being a transaction for {$4300.00} under the name XXXX XXXX Credit Card ending in XXXX, and the second transaction for {$5400.00} under the name XXXX XXXX Credit Card ending in XXXX. These two transactions had been declined. I called the Bank of America Fraud Claims Department ( XXXX ) several times between XX/XX/2019 and XX/XX/2019 to get updates on the status of the claim but was told that I would have to wait the full 10 business days before anything could be done. On XX/XX/2019, I reached out to the Bank of America Fraud Claims Department because 10 business days had passed since I had submitted my claim. I was surprised to hear that my claim had been denied on XX/XX/2019. Bank of America claims that this transaction had been performed from my device with the same IP address that I always use to access my Mobile Banking Application. I reinforced that I had not made this transaction and that I do not even have any Credit Cards accounts with XXXX or XXXX XXXX. The Bank of America Fraud Claims representative told me that this denial decision was final, unless I could bring forth evidence that my phone had been hacked with a virus or malware at the time of the fraudulent transaction. The representative then advised my to speak to my phone provider ( XXXX ) to run a virus scan on my XXXXXXXX XXXX device. I visited two XXXX stores and both claimed that they do not run such virus scans. I reached out to the Bank of America Fraud Claims Department again to inform them of this. Another representative then advised me to visit a XXXX location near me to run a virus test on my device. I followed the representatives instructions and went to a XXXX location and after purchasing an anti-virus software, I was informed that there were several viruses on my device that the software was able to remove. I faxed a letter from the XXXX technical department to the Bank of America Fraud Claims Department to prove that my device had in fact been hacked. I called XXXX Customer Service to see if any fraudulent activity had been detected on my device. However, I was told that they could not detect any fraudulent activity on my account. I even reached out to XXXX Customer Service to see if any fraudulent activity had been detected on my email since this email address was linked with the bank account at the time. They were not able to detect any fraudulent activity. I approached the police department to file a police report and was told that I would need an Affidavit from Bank of America stating the situation but the bank refused to give me an Affidavit. They stated that they could only provide me with a denial letter for the claim. I even tried to speak to a Bank of America Branch manager in my local branch but the representatives told me there was nothing they could do to help me and that only the Fraud Claims department could handle my claim. The bank is refusing to give me an affidavit which is necessary for me to file a police report and go forth with any police investigations. I have exhausted all options now. I did not conduct this transaction. I did not use my device to make these transactions. I was not sent any verification emails or text messages to authorize such a transaction from my savings account. I do not have any accounts with XXXX or XXXX XXXX. Bank of America is refusing to reopen my claim even though they are responsible for protecting me and my accounts from fraudulent activity. Bank of America did not even look into who these accounts belong to and has simply disregarded my concerns.
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

2019-10-19

San Francisco, CA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: On Wednesday XX/XX/XXXX I wrote a check from my account at XXXX XXXX to my account at Bank of America. On XX/XX/XXXX when I went to check I saw that XXXX had processed the check but Bank of America had a hold on the funds until XX/XX/XXXX. I have been an account holder since 1991 with no history of bounced checks. This is a check from me ... .to me ... .there is no reason for the bank to hold this large amount of money from me that was my money in the first place, except to make money on my money in an unethical way. I have spoken to two people who can NOT give me a reason for this hold except to say that when I deposited it I didn't sign the back of the check I had written to myself. Seriously, that is the only reason they could come up with. This is usury by the bank.
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

2019-10-19

Ocklawaha, FL

Closing your account

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

Company closed your account
Complaint: I have a Mastercard with Bank of America with a {$4000.00} credit limit that I use frequently that was recently cancelled. THE CARD HAS A XXXX BALANCE. We use this card only for major purchases such as medical or auto expenses. I have never been late on a payment, and have paid the card off twice including currently. My husband and I are senior citizens, ages XXXX and XXXX and reside in Florida. My husband is also a Veteran having served in the XXXX. Recently my husband lost his part time job causing us to have to apply for a modification on the VA mortgage we hold causing our credit scores to drop. I assume this is why Bank of America has cancelled our ONLY credit card and I would like to have it reinstated. Lastly, we also joined a credit resolution program and DID NOT include the credit card in question.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-19

N Haven, CT

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Money was taken from your account on the wrong day or for the wrong amount
Complaint: I submitted a complaint to you ( XXXX ) on XX/XX/19. It was regarding multiple {$35.00} charges that were debited from my account. The Bank of America has a program that allows clients to withdraw more from the ATM at times than they have in their account. Previously, they would charge the customer {$35.00} for every 5 days the funds were not deposited. A class action suit was filed ( I was not part of it ) which somehow stopped the bank from continuing this practice. Now they only charge one {$35.00} fee for the withdrawal. But they have a lot of my money ( multiple {$35.00} fees ) that they have not returned. If it was illegal I should get that money back. Someone from the bank looked at this complaint and got it mixed up with complaints I had filed on a completely different issue. They told you they had already closed this claim but that isn't correct. They have never contacted me re this complaint. They afre two different issues. Please look at this again. Thank you.
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

2019-10-19

Martinsburg, WV

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

2019-10-19

Long Beach, CA

Incorrect information on your report

Mortgage: Conventional home mortgage

Complaint: I have always paid on time on my mortgage but it shows as 60 days late payments which is not true.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-19

Discovery Bay, CA

Problem with a purchase or transfer

Credit card or prepaid card: Government benefit card

Card company isn't resolving a dispute about a purchase or transfer
Complaint: I was given a Bank of America card through unemployment and my money was stolen from it. I called the police and filed a report and called the bank the next morning. They supposedly filed a report but kept giving me the run around. I eventually gave up. Years later I want my money back but I don't have the original claim number. I have the police report and my social and everything else but they say a claim wasn't filed when I spoke to number out people about getting my money back. XXXX XXXX the operations analyst is the last person I spoke to. He says he can't help me without that initial claim number and my case will close in a couple days. Please help. I thought banks were federally insured. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-19

Savannah, GA

Opening an account

Checking or savings account: Checking account

Unable to open an account
Complaint: I had a checking account with Bank of America. They closed my account and reported it as fraudulent activity to the XXXX. I have NEVER used any fraud with anyone of my bank accounts. I was never notified from Bank of America of such thing. I was a victim of Identity Fraud in 2016 and have reported to the XXXX TN Police Department. This account needs to be removed from XXXX and certification of any signatures need to be reviewed
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response