BANK OF AMERICA, NATIONAL ASSOCIATION

2019-10-12

Hillsdale, NJ

Unauthorized transactions or other transaction problem

Money transfer, virtual currency, or money service: Mobile or digital wallet

Complaint: Back Story : I posted my furniture ( dining room table ) on XXXX 's list to sell. A guy reached out to me to buy the furniture. He said that he would give me a cashier 's check with the amount of money for the furniture and additional to pay the mover 's who were coming to take the table. When I received the check, I cashed it in on wednesday, XX/XX/2019 to my bank of america mobile application. The supposed moving company asked if I could transfer the money to their account using XXXX application, which is available on bank of america 's mobile application. I am a student, so I didn't have the money to give until I deposited the cashier 's check.I deposited and sent the transfer on XX/XX/2019. The cashier 's check was showing as cleared and available on XX/XX/2019. On Thursday, XX/XX/2019, there were some complications with sending the transfer, so I called the bank and they has said that it would be a few more hours before the check will be made available. Then, on Saturday, XX/XX/2019, I found that my account had overdrafted because the cashier 's check had bounced and the money transferred were taken out. I called bank of america that morning, and they stated that the cashier 's check was counterfeit and that they could not do anything because I had authorized the transaction. I also called XXXX to report the fraud and they also said they were not responsible. My complaint : I do fully understand that I had authorized the transaction to occur, but it was under the premise that I had the funds in my account. I had also called Bank of America because there were complications with transferring the money ( when I had called I did not know that it the cashier 's check was fake ), and they said that it would just be a few more hours to process it. I do not understand how I could authorize a transfer if I do not have the sufficient money in my account. Further, both Bank of America and XXXX, both stated that they are not liable, but this application is available to use without adequate protection or clear liabilities to the consumer. They both direct you to a FAQ section stating that they are not held reliable, but I feel this should not relieve them from the obligation to protect consumers. I thought I was sending the money to another verified bank 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

2019-10-12

Atl, GA

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 monetary relief

Timely Response

2019-10-11

MI

Attempts to collect debt not owed

Debt collection: Mortgage debt

Debt was result of identity theft
Complaint: Re : Compalint and Qualified Written Request re loan no. XXXX Dear CFPB and XXXX XXXX XXXX, XXXX, ( XXXX ) Please find my QWR and complaint against XXXX for their continuous false statements and incomplete and evasive responses. I have NEW evidence that my loan was either fraudulently removed from XXXX XXXX XXXX Trust or never placed in any XXXX XXXX ' Trust in violation of all applicable laws. On XX/XX/XXXX XXXX employee XXXX XXXX sent me a letter advising that XXXX cashes payments received from customers though a banking institution, and Bank of America ( BOA is XXXX banking institution. BOA is unaffiliated with the subject loan other than as XXXX banking institution. According to BOA and their lawyers XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX letters, BOA claims its rights for my loan under certain laws. In XX/XX/XXXX BOA claimed rights to TWO of my loans ( I am only aware of one ). Please explain which rights has BOA to my loan, in which capacity and under which law. XXXX repeatedly claimed that they became Servicers for my loan on XX/XX/XXXX due to transfer of Servicing rights from XXXX XXXX , XXXX ( XXXX ) who claimed to be a Lender. Please state who was the Issuer of securities of my loan ; who appointed XXXX as a Servicer ; and proof of value paid by XXXX to XXXX for my debt as required under Article 9 of UCC which governs debt transfer. See Legal Definition attached. In XX/XX/XXXX XXXX purportedly sold my loan to XXXX XXXX, XXXX who now claims to be purchaser investor owner ; servicer and issuer for my loan. Please provide me proof of value paid by XXXX to XXXX for my loan ; and explain which authority has XXXX, a Servicer, to sell performing XXXX XXXX loans. Please provide me a contact information of XXXX employee who authorized this sale ; and his/her contact information. On XX/XX/XXXX XXXX sent me Allonge to my Note prepared on XX/XX/XXXX by Collateral Shipper XXXX XXXX who transferred my loan to XXXX on XX/XX/XXXX. Please provide me information where Collateral Shipper XXXX works/worked ; who authorized him to transfer my loan to XXXX on XX/XX/XXXX ; and his contact information.. Please state why XXXX claims to be a Servicer since XX/XX/XXXX while the Allonge states XX/XX/XXXX as a transfer day. Please verify in which capacity XXXX assumed my loan on XX/XX/XXXX. On XX/XX/XXXX XXXX employee XXXX XXXX sent me a letter advising that the loan is in pooled security guaranteed by XXXX XXXX and that XXXX XXXX was an owner of my debt. Please provide me the name of the Trust ; the name of Trustee ; and copies of all IRS filings under Publication 938 which every XXXX XXXX Trust must do annually. Please also provide me a copy of Trusts Registration with XXXX XXXX which must be done every month. This is public information, and not burdensome, broad or proprietory. My loan must be pooled into XXXX XXXX Trust no later than XX/XX/XXXX. Please provide me this Trusts Closing day. According to my mortgage MERS was assigned as a Mortgagee. XXXX XXXX MBS Guide 5500.3, Chapter 9-7, Upon issuance of a XXXX XXXX MBS, an Issuer must register XXXX XXXX as Investor and must enter the pool and loan package number on the MERS system. See attached. As of today MERS does NOT have the pool and loan package number on the MERS system. Please provide me the Pool and loan package numbers and explain why XXXX did not entered them on MERS system as required by XXXX XXXX rules upon issuance of MBS which under IRS Rule 26-860G must be done within 90 days from Trusts Closing day. I reserve my rights to collect additional information from XXXX after review of their respond. Best regards, XXXX 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

2019-10-11

Delta, OH

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

Timely Response

2019-10-11

San Jose, CA

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

2019-10-11

Columbus, MI

Fraud or scam

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

Complaint: PLEASE, CFPB, PLEASE!!! ASAP!! FOLLOW UP ON COMPLAINT # XXXX FROM : XXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX, MI XXXX # XXXX We are in dire need of those funds that BANK OF AMERICA will not return to us. Why is Bank of America keeping our money??? Because of a " hold harmless '' agreement that we know nothing about? It is Bank of America 's fault that they did NOT do their DUE DILIGENCE when this criminal opened a fraudulent account. When we called them at the end of XXXX, 2019, the funds were still in the account at Bank of America. What gives them the right to keep our funds?? OUR HOME IS IN FORECLOSURE AT XXXX XXXX XXXX, in Michigan. We need our funds to save our home!!! CFPB : The Bank of America Regulatory and Compliance office has called us. Keep putting the pressure on because we need those funds back asap!!! Tell them they can just send us a check! Or we will file a lawsuit! Thank you so much for all you do!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-11

Manchester, NH

Managing an account

Checking or savings account: Checking account

Problem accessing 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

2019-10-11

Frederick, MD

Closing your account

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

Can't close 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

2019-10-11

Echo Park, CA

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

2019-10-11

Five Points, NC

Incorrect information on your report

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

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

Timely Response

2019-10-11

Long Beach, CA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: On XX/XX/XXXX, I went into my local branch with a check over {$5000.00} payable to me from a well-known, well-established bank. I specifically asked about funds availability as my husband and I have a hard XX/XX/XXXX deadline to make a payment. I would have taken that check anywhere else if I had been told about a NINE-day hold on ALL funds. The bank associate made a phone call and said the funds would be released the next business day, which was interpreted as Tuesday XXXX XX/XX/XXXX ). On that day, the processing payment has turned into hold with ZERO availability until XX/XX/XXXX. This hold does not follow Regulation CC : If the total check deposits into one account on the same business day is over {$5000.00}, then {$200.00} must available on the first business day, {$600.00} on the second, {$4800.00} on the 3rd, and the remainder must be available on the 7th business day. Regulation CC stipulates four types of holds that a bank may place on a check deposit at its discretion. And yes we understand that each has its own qualifications and it is legal for the bank to place any type where the requirements are met. It is my belief that Bank of America has arbitrarily instructed a type of hold placed that holds the most funds the longest that can be applied legally. Furthermore, I believe in doing, the bank is way outside the scope of this funds availability law and to date has not provided a legitimate reason for holding on to ALL of our check. 1 ) There is only one check processing region for the entire United States. Therefore, all checks are now local. 2 ) BOA associates will tell me the holds are placed " for security reasons '' and " federal law requires ( Reg CC ) all banks to have holds : but again no specifics are given. 3 ) I believe this " deposit hold '' is a shell for floating our money by using it investing in short term investments. My husband and I have spoken to several associates on the phone and no one gives names or employee numbers as a way of IDing or following up the chain to escalate properly, so we just get passed from person to person who read the same script without any accountability or problem-solving authority. ( None of the so-called NSF exceptions apply, neither for the amounts or the length of time ). The depository bank has offered us NO reason to doubt the check is good. ( The paying bank already indicated the check funds were cleared. The check was not postdated or stale dated and was NOT previously returned. Large banks are using power and bureaucracy to violate consumer protections and hold account holder deposits hostage. Many of these banks have already been caught stealing from customers by assessed extended overdrawn balance charges that violate the National Bank Acts usury limit. Now we have a growing new assault : the absolute, multi-day deposit hold on consumer check deposits. Hiding behind imagined conspiracies and fraud, my own bank has delayed a legitimate lump sum payment check. For a bank that processes the accounts of millionaires, it seems egregious that a major retirement fund would be flagged for fraud. I have banked here off and on since XXXX. My husband has banked here since XXXX. We can not believe we are being treated this way. We need those funds to pay taxes and other bills and now the interest is piling up, and we were persuaded to open an account with a XXXX minimum and now we have going to have penalties from 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

2019-10-11

Wonder Lake, IL

Problem with a lender or other company charging your account

Checking or savings account: Checking account

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

Timely Response

2019-10-11

Plymouth, FL

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: On XX/XX/2019, I received two separate unauthorized transactions in the amounts of XXXX USD and XXXX USD originating from XXXX XXXX XXXX, XXXX despite the fact that I reside in XXXX, FL and made prior purchases in XXXX on the same day. I promptly contacted my Bank of America fraud department as I didnt authorize the transactions and spoke with XXXX, in Bank of Americas XXXX office, who promptly closed my card and opened a claim and informed me that as soon as the charges posted, I would be extended provisional credit while the claim was being investigated On XX/XX/XXXX XXXX, I contacted Bank of America once again by phone and advised that I had not yet received provisional credit as promised and was informed that despite the prior agreement, I would not be receiving credit until the investigation was finished, but that she would request a hardship credit. On XX/XX/2019, I called once more to follow up on my claim and was informed the matter was still under investigation and that I would be informed by XX/XX/2019 of either the outcome of the investigation or of provisional credit. On XX/XX/2019, I was sent an email that the dispute was rejected without a basis for that decision. Upon contacting again on XX/XX/2019, I was informed by XXXX in Bank of Americas Tennessee office that the claim was rejected solely on the basis that there were no other transactions attempted on the account after the initial fraudulent transactions. I, then, requested an appeal and was informed that Bank of America would reconsider the claim, but theyd have 45 days to make a decision and wouldnt have to extend provisional credit in that time, which indicates that they may have denied my claim to circumvent the Regulation E requirement to extend me provisional credit within 10 business days of the claim date
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-11

Brunswick, OH

Incorrect information on your report

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

Account information incorrect
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

2019-10-11

Houston, TX

Managing an account

Checking or savings account: Other banking product or service

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

2019-10-10

Saint Clair Shores, MI

Improper use of your report

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

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

2019-10-10

Salem, MA

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

2019-10-10

Bethel Heights, AR

Problem with customer service

Money transfer, virtual currency, or money service: Check cashing service

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

Timely Response

2019-10-10

Spencer, MA

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Complaint: There is a FraUD, the bank robbery XXXX dollars plus XXXX dollars fee, I tried to contact the bank, but they don't care. I will do a COMPLAINT and I will go to the COurt against the bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-10

Torrance, CA

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: On XX/XX/2019 I deposited my payroll check into my Bank of America checking account. Since it was a new payroll check, I wanted to know if there would be any holds ; teller instructed no, stated that funds would be available midnight on XX/XX/XXXX. On XX/XX/XXXX, I checked my account and there was an additional 10 day hold placed on my check stating funds would not be available until XX/XX/2019. I telephoned customer service and was told that my check had to be verified by my employers bank. I was told to talk to my employer. Spoke with my employer, who contacted XXXX XXXX XXXX XXXX, their bank, and was told that they would contact the bank. I attempted contacting Bank of America and was told 5 reps later that their verification process was online only and that they could not receive a call from the jobs bank. My job gave me a copy of the payroll check to show that it was cashed and verified by Bank of America. I walked into a branch to furnish proof that they had the funds and was told that there is nothing they could do and that no one could release a hold. As a result of this, my account is in the negative because my household bills hit. I have incurred overdraft fee 's and I have an XXXX XXXX XXXX son to take care of with no money. All of my bills have bounced and are late. Every bill I have is late because they will not release my check due to their error. By the time they release my check, I will be getting paid again.
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

2019-10-10

Burlingame, CA

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: Today I called up Bank of America because when I was reviewing my offers online it said that I needed to contact the number on my credit card to activate offers. I proceeded to call Bank of America and asked them about it, and they said that my account needed a review and that she could do it now. So I agreed. She did not inform me that something negativa could occur. I thought they just wanted to update income and address and stuff. Anyways after the call she said that they will be decreasing my available balance of {$12000.00} to {$800.00}. Mind you I had just paid off like {$8000.00} on this credit card to help my credit score. Then they lower my credit limit which will surely affect my revolving credit and I will be less likely to get approved at decent rates. Seems like a scam the bank would profit off of, by damaging your credit score so that they can charge you more interest on auto loans and such. This is very upsetting, due to I recently had a premature child, and I had expenses because my wife had to stop working. Now that I am able to pay larger amounts back they take away a credit line if I needed it in the future. Very bad business! Sincerely, 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

2019-10-10

Royse City, TX

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

2019-10-10

Hamilton Grange, NY

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

Timely Response

2019-10-10

Chula Vista, CA

Struggling to pay mortgage

Mortgage: Other type of mortgage

Complaint: Complaints against Bank of America - Summary On several occasions, while Bank of America ( BOA ) was reviewing my Request for Mortgage Assistance ( RMA ), the agent requested for me to send additional information and documentation. When I faxed the requested documents to the fax number that the agent specified, it happened on multiple occasions that the agent told me that BOA had not received my fax, or that there were parts missing, or that the pages were cut off, or some other excuse. Whenever I sent any fax to BOA, I have always received a confirmation. I have many times sent such faxes from the nearest BOA branch, and the teller would confirm that the fax had been received, and still, when I tried to confirm with the agent over the phone after sending the fax, the agent would tell me that the fax had not been received by BOA. For example, onXX/XX/19 around XXXX, I faxed an RMA packet that included 55 pages. On XX/XX/19 at XXXX XXXX I called BOA to confirm they received my fax. The BOA agent said, yes, we have received your fax, but all the pages are cut in half and none of the pages are any good for reviewing. And the agent requested for me to send the 55-page fax again. On XX/XX/19 at XXXX XXXX, I faxed the packet again from the BOA branch at XXXX XXXX XXXX XXXX, La XXXX CA XXXX. The relationship manager that faxed the packet for me at XXXX XXXX said to wait one hour to make sure the fax had gone through and to call XXXX XXXX the branchs local phone number ) to confirm that the fax was delivered, which I did on XX/XX/19 at XXXX. The relationship manager confirmed that the fax was delivered successfully and that I could go and pick up a printout of the confirmation email, which I did later that day. RIght after talking to the relationship manager, I called the BOA agent to confirm that the fax was received. This time, the agent told me that only 45 pages out of the 55-page packet were received. So I went back to the BOA branch in XXXX XXXX and faxed the whole packet again. I waited another hour, confirmed with the relationship manager that the fax had been delivered, and then called the agent back again. This time, the agent said that BOA had only received 5 pages. At this point, on XX/XX/19 at XXXX XXXX I requested to speak to a supervisor and my call was redirected to the supervisors voicemail box. I left a detailed message and repeatedly gave my name, account number and phone number and requested a callback. To this day, I have not received the requested callback from the supervisor. The problem with BOA saying that they are not receiving my faxes, even though the BOA branch keeps on confirming that the faxes are being delivered, is that BOA has now proceeded to sell my home at auction on XX/XX/19. The BOA agent explained that it was too late to submit information, even though I had been faxing documents nearly every day up until that day. BOA sold my home at the same time that my current RMA was being reviewed - this is considered Dual Tracking, which has been illegal in California since XXXX. It also appears that the agents that I spoke to over the phone at BOA act like my documents were not being received, in order to say that the documents were not able to be reviewed. It appears that BOA has purposely denied receipt of the requested documents multiple times in order to illegally sell my home. This is not the first time that I have sent an RMA packet to BOA. I have sent several over the past few years and have always been denied, except for once, when BOAs terms were that I would pay double the amount that my regular mortgage payment would be ( which seems odd, since the point of requesting mortgage assistance is to lower the monthly payments! ). Every time that I got denied for mortgage assistance, I have asked to receive the reasons for denial in writing. I have yet to receive such a document in writing. I have requested such documentation many times from different agents and each time I was told that BOA does not send such documents, except for once, and the agent told me that it would take up to 15 business days for me to receive the document. To this day, I have never received the requested document nor an explanation for why my RMAs have been denied. Instead, the agents would tell me to start a new RMA because of a change in circumstances. At any given time, when I was speaking over the phone with an agent from BOA, it appeared that the agent was confused as to whether my previous RMA was still active or not, nor could they tell me why a request had been denied. On some occasions, I was asked to fax in additional documentation that would corroborate information from previously submitted RMA. From what Ive gathered, the agents often got confused and said that the information did not match, but when I asked them to show/tell/explain to me what did not match, they were unable to. In one example, the agent said that the bank statement that I submitted in a previous RMA did not match my submitted bank statement from the same period in a later RMA. The agent had trouble explaining to me over the phone what was mismatched and so I asked for them to send it via fax, email or snail mail, which they then declined. To this day, I do not know what the agent was saying was mismatched between my two separate submissions of the same bank statement. BOA appears to arbitrarily deny RMAs and perpetually fail to explain their reasons why. BOA continues their practice of dual tracking, despite that its been illegal in the State of California since XXXX. BOA sold my home illegally and I demand that restitution be made.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-10

Blackbird, DE

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

Unable to receive car title or other problem after the loan is paid off
Complaint: I have called the Bank of America auto loan number XXXX XXXX XXXX repeatedly without success. I need a release of lien letter for my XXXX XXXX XXXX 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