BANK OF AMERICA, NATIONAL ASSOCIATION

2019-10-03

Iselin, NJ

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

2019-10-03

Beverly Beach, FL

Getting a credit card

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

Application denied
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

2019-10-03

Glenarden, 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

2019-10-03

Irondequoit, NY

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

2019-10-03

Kelly Usa Br, TX

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

2019-10-03

Boston, MA

Other features, terms, or problems

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

Other problem
Complaint: XX/XX/XXXX, wanted to make pmt on phone to Bank of America credit card for {$150.00} they took {$450.00}. A complaint already exist. Yesterday I get a call from BOA, a man saying he is my contact, and he will push to have refund by XX/XX/XXXX. In XXXX the last call made they said it was reported pm XX/XX/23 and would take 8 - 10 days. Now the XXXX of XXXX. I do not want a contact person. Someone needs to put a stop of this highway robbery. I need to pay my health insurance as I am XXXX I have XXXX. I am late on several bills now and this bank does not seem to care. I want my {$300.00} put back in my account, {$35.00} fee fro my bank for innsuficiant funds and since these people have so much money I would like {$25.00} for every day that they keep my money. They need to be fined and this meds to go to the media so everyone can be warned. XXXX XXXX
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

2019-10-03

Phoenix, AZ

Managing an account

Checking or savings account: Checking account

Fee problem
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

2019-10-03

Cross Key, FL

Problem with customer service

Money transfer, virtual currency, or money service: Traveler's check or cashier's check

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

Timely Response

2019-10-03

Little Rock, AR

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

2019-10-03

Oxford, GA

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: My dispute is based on the requirements listed in the Fair Credit Reporting ACT Section 605 paragraph ( a ) section ( 4 ), ( 5 ) and paragraph ( c ) section ( 1 ) and ( 2 ). Credit Bank of America is in violation of said ACT by continued reporting of said debt, BANK OF AMERICA # XXXX. Although the debt was satisfied on XX/XX/XXXX, the account went into collections in XXXX of XXXX and was more than 90 days delinquent at that time. Accordingly, the FCRA states that adverse accounts may not be reported after 7 years since the account first became seriously delinquent. I disputed the account with all 3 of the major credit bureaus and Bank of America. Instead of requesting that the bureaus remove this account, Bank of America continues to refresh the account by modifying the maximum delinquency date, thus keeping the account on the credit bureau 's reporting system. As you can clearly see in the attached credit report, the date of maximum delinquency for this account in XXXX of XXXX, is 120 days. This more than satisfies the requirement to fully remove this account from all 3 credit reporting agencies. Furthermore, the presence of satisfied debt is affecting my ability to obtain satisfactory loan rates and potential employment opportunities. Bank of America is in violation of the FCRA and I am demanding that they ( 1 ) request that all 3 major credit reporting bureaus remove the account from their systems and ( 2 ) immediately stop refreshing the account data.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-02

Livonia, MI

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 explanation

Timely Response

2019-10-02

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

2019-10-02

City Industry, 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

2019-10-02

Houston, TX

Getting a credit card

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

Sent card you never applied for
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-02

Chicago, IL

Trouble during payment process

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

2019-10-02

Las Vegas, NV

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 non-monetary relief

Timely Response

2019-10-02

Kingstree, SC

Fraud or scam

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

Complaint: On XX/XX/2019, I was the victim of clear-cut BEC/EAC fraud that robbed me of my life savings, {$41000.00}, that was supposed to go to my real estate lawyer, but the bad guy hacked the email server of either my real estate lawyer or the title company. The next morning, I immediately followed all of the proper protocol in reporting the fraud as soon as I learned that I had been victimized : I contacted Bank of America ( my bank ) to initiate a money transfer recall, XXXX XXXX ( the bad guy 's bank ), my local police, and the XXXX, Utah police, where the bad guy 's bank account is. I also filed reports with the FBI 's IC3, the Federal Trade Commission, and XXXX XXXX ( XXXX is my mortgage company ). Over the past three months, I have spent many, many, many, many hours and time off work contacting both banks, both police departments, and multiple government agencies, beyond the ones mentioned above. After many long, long phone calls, I finally reached XXXX XXXX, a supervisor in Bank of America 's front office, who worked hard to keep my case forefront in the back office, which was trying to work with XXXX XXXX to recover my money. A XXXX XXXX employee had told me in XXXX that all of my money was in the bad guy 's account and that the account was frozen, so I was hopeful that I would receive all of my money back. On XX/XX/XXXX, XXXX XXXX, an officer in the back office, called me to tell me to go to my local Bank of America branch office to sign an indemnity letter from Bank of America for XXXX XXXX. On XX/XX/XXXX, XXXX XXXX emailed me to say that she would continue as my liaison but that her manager and her manager 's manager had escalated my case and were working hard to recover all of my money. She also told me that XXXX XXXX had " given a figure today for just under {$2200.00}. '' I replied to XXXX XXXX that I felt like I was being defrauded a second time, this time by XXXX XXXX. She replied, " I was very dismayed too so I asked my managers manager to take it over and she has a team that has a little more power of escalation so they are going to take it on. '' I continued to feel hopeful that I would receover all of my money because upper level back office managers were working with XXXX XXXX, rather than lower level employees, who had not had any success in recovering any of my money previously. I've been checking my savings account daily, hoping to see all of my money returned, but I was ill XXXX XXXX, so I didn't check my savings account again those days. On XX/XX/XXXX, I saw that {$21000.00} had been deposited into my savings account. I emailed XXXX XXXX on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX to call me, but she did not call or reply to my emails. On XX/XX/XXXX, I received a letter from Bank of America, which stated, " We have received a response from XXXX XXXX. They have returned a partial amount of the transfer, and the above referenced account was credited for {$21000.00} on XX/XX/2019. We consider this matter resolved. '' I'm very grateful for all of the time and energy that Bank of America has put into my case, but no one at Bank of America has contacted me to explain why I did not receive the remaining {$20000.00} or to give me an option to continue pursuing my case through higher level management at Bank of America prior to them accepting a partial recovery on my behalf. I don't understand how they could legally make that decision without conferring with me first, and I don't understand why they have stopped communicating with me. I have been a Bank of America customer all of my adult life and have never had any complaints about our business relationship, but how can Bank of America ( and XXXX XXXX ) arbitrarily decide that it's OK for me to lose {$20000.00}? I never knew about BEC/EAC fraud until I became a victim, but from what I've learned in my research, my case is typical of those of other victims. The XXXX has already put in place new banking protocols and fraud victim relief laws, and the US Senate is now trying to address this rampant, multibillion-dollar fraud industry through the Federal Reserve Board. Banks need to make the process of recovering money easier and more transparent for the thousands of BEC/EAC fraud victims. I am continuing to file complaints/reports against XXXX XXXX through multiple government agencies, my state senator, and other avenues. If my case is not resolved, I also plan a large-scale media outreach and legal action against all parties involved, which would entail a settlement of much more than the {$20000.00} that I am owed. I can not stress enough how much of a financial, emotional, physical, personal, and work strain is incurred by BEC/EAC victims like me. Besides the {$20000.00}, I have racked up thousands of dollars in costs in dealing with my situation, and my planned future has been stolen from me. I need Bank of America to communicate with me and to continue working with XXXX XXXX to recover the remaining balance of {$20000.00}.
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

2019-10-02

Phila, PA

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

2019-10-02

Randolph, MA

Opening an account

Checking or savings account: Checking account

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

Timely Response

2019-10-02

Excel, AL

Trouble during payment process

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

2019-10-02

Charlotte, NC

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

2019-10-02

Houston, TX

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was result of identity theft
Complaint: I was a victim of identity theft and I've had multiple accounts opened in my name. I am working to get them removed from credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-02

Foothill Ranch, CA

Managing an account

Checking or savings account: Checking account

Fee problem
Complaint: I have banked with Bank of America Small Business for over a year. Every month, there is a check deposit made into the account from the same payor and the same amount. During the first several months this account was opened, the bank would put a full 15 day hold on this deposited check. The first time they did this, I was hit with seven returned item fees for {$35.00} each because I was anticipating a 5 day hold based on the deposit receipt I received when I made the deposit. I was told 5 days and then they arbitrarily changed this to 15 days. When I complained, they returned ONE of the returned item fees for {$35.00} and kept {$210.00}. A few months later, I spoke with a banker who told me the bank would no longer put a hold on deposits made from this payor because it was a corporate check, the funds had always cleared and my account was in good standing. The month immediately after this conversation, I made the exact same deposit, same amount, same payor, and a 5 day hold was placed on the check. When I called customer service, they reduced the hold to 3 days and released 25 % of the funds immediately. However, that month they still returned 5 items after the payments had already posted to the account, and refused to refund any of them. This month, on XX/XX/2019, I was hit with another five returned item fees for {$35.00} each because they split the deposit into two separate holds even though the teller at the bank where I made the deposit told me the full amount would be released in 3 days. When I called this morning and spoke with " XXXX '', she went into the account and released the full amount immediately and told me the bank puts " a hold on checks because there has been a surge in fraud and they do it to protect my interests ''. I then asked for a refund of the fees I was charged, she asked me to hold while she looked into the account. She then returned to the call and told me she would not be able to refund any of those fees. I asked as to the reason why she couldn't and she said " looking at the account, the payments, these fees, I can't do anything ''. How is this " protecting my interests ''? The account has always been in good standing, the only problems relate to hold periods which seem to arbitrarily change to trigger fees. This is gross and intentional abuse of depositors for the benefit of the banks bottom line.
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

2019-10-02

Mill Valley, CA

Problem caused by your funds being low

Checking or savings account: Checking account

Bounced checks or returned payments
Complaint: I, XXXX XXXX XXXX, was the victim of a scam. I deposited an out-of-state check in the amount of {$2900.00} into my checking account which I am on jointly with my wife, XXXX. The account is with Bank of America. The deposit was made on XX/XX/2019. That check was made available the very next day on XX/XX/2019. On XX/XX/2019 ( some 10 days later ), the check did not clear and our account was overdrawn by this amount. The bank proceeded to take money from our checking and savings accounts to make up for this shortage that was a result of this {$2900.00} check. The check was drawn on an account from an out-of-state bank in XXXX, Florida. We went to Bank of America in XXXX, California at the XXXX XXXX XXXX location that same day and spoke to XXXX XXXX, the Relationship Manager. She contacted the claims department. They told us the same day there was nothing they could do and that conversation was followed up with a written notice on XX/XX/2019 confirming the same information. We, as consumers, could not have known if this account was closed or if it really existed. In addition, we were charged two overdraft fees, one described as a returned item chargeback fee for {$12.00} and the other was an overdraft protection transfer fee in the amount of {$12.00}. These transactions aided in depleting our accounts. We feel, as customers of Bank of America, the money should not have been made available so soon without the bank doing any due diligence to verify if the funds of an out-of-state check were available or even if the account existed in the first place. For the bank to have followed up on this transaction some ten days after the deposit, it was irresponsible and the bank was derelict of their fiduciary responsibility to us as customers. It is for this reason all monies that were taken from us as a result of this transaction should be refunded to us. This event has made us feel extremely discouraged not to mention the humiliation it presents because the check was part of a scam done to me. I must admit I have had bouts of XXXX because of this. We did not have a lot of money saved when compared to other people, but we worked hard to put away what we had saved. I lost my job not many days before this happened to us so, this entire occurrence has been quite disparaging and in our opinion, hopeless. I only trust that we can receive your fullest consideration in this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-02

SC

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: On XX/XX/XXXX I opened my Bank of America online banking app to transfer funds. I noticed a debit in the amount of {$760.00} that I did not authorize. I called the number given by the bank for fraud protection, and they opened a claim, but they said it had not posted yet so they couldn't really see what it was for and that I would need to check my account after it had posted and call back. On XX/XX/XXXX I checked my account and the debit had posted and was labeled " Debit Adjustment Duplicate Item Reversing item posted on XX/XX/XXXX. '' I then checked my statements for that date and there was no deposit for that amount. I called the bank again, sure that the problem would be resolved quickly, but it was more complicated. After spending hours on the phone with the bank, I was told that the duplicate deposit was to my son 's account which had been closed in early XXXX because of check fraud. My name had been on his account because he was a minor when it was first opened. After speaking with approximately ten representatives in four different departments, I finally learned that Bank of America Collections Department had deducted the funds from my account for this supposed duplicate transaction in my son 's closed account. When I had learned of the closure of my son 's account in XXXX, I went to a branch to try to get more information about what had happened, but they refused me any information. They said that it stated in the deposit agreement that I had signed that they could close the account at any time without explanation. They said a letter about the account closure would be mailed to my son, and I requested a duplicate copy mailed to my address which I never received. Because the account had been closed, I no longer had access to the digital statements through online banking, and I did not have paper copies. I wanted to see where the duplicate deposit had been made. On Wednesday, XX/XX/XXXX I requested three months worth of statements on my son 's account so I could examine the transactions and try to figure out what had happened. They told me it would take 7-10 business days. Yesterday, XX/XX/XXXX was the 10th business day, and I have still not received the statements I requested. In the meantime, I also requested a copy of the check that they said had been deposited twice. They did mail me this image which showed that the check was a payroll check from my son 's employer. Bank of America only had information about the first deposit, which was legitimately made by my son directly into the ATM on XXXX. They did not have any information regarding the second fraudulent deposit for which my account had been deducted {$760.00}. I contacted my son 's employer, the issuer of the check ( written off of an account at XXXX XXXX ), to try to get more information on the fraud that had occurred at the end of XXXX and early XXXX. He explained that somehow someone had gotten digital images of several checks he had written and that they were depositing them through mobile deposits at different banks including XXXX, XXXX XXXX XXXX XXXX XXXX He had filed a police report. He told me that the check in question had cleared XXXX XXXX on XXXX or XXXX. I called and talked to the detective who confirmed the basic facts and said that the people responsible would probably never be caught and were operating from overseas. I called Bank of America again to provide them with the new information I had obtained regarding the fraud that had occurred on my son 's account leading up to this problem with my own account. On XXXX I asked to have my complaint escalated so I could talk to someone at a higher level. The representative insisted that I explain the lengthy conversation to her so she could " get me to the right person, '' but I was never transferred. Instead she put me on hold and contacted the Research and Adjustment Department which reportedly told her that XXXX XXXX had recalled the funds. I called again on XXXX to try to get through to someone in a position with more authority, only to have it repeated that XXXX had recalled the funds. Here are the main points of contention that I have with Bank of America at this point : The bank has not provided me with the paperwork that I requested, and they promised. The bank took money out of my account based on fraudulent activity on an account that was closed two months ago with no explanation of any details of the fraud or the investigation provided. The account that the check was written from was also closed. The bank has made no effort to resolve or explain this issue, despite the number of times I have called. The explanations I have been given when I have called to sort it out myself have been inconsistent, first stating that they had withdrawn the {$760.00} because it was a " duplicate item, '' later stating that there had been a " second presentation '' of the check and finally, that XXXX XXXX had recalled the funds. Bank of America has not been able to provide me with any information or written proof of the supposed duplicate, second presentation or recall of funds. The only " proof '' they offer is a reference number to an email which they told me would show XXXX had recalled the funds, but XXXX XXXX has not substantiated this claim. Most of what has happened I have had to piece together from my own persistence and investigation. Their customer service is absolutely lacking. I have been with Bank of America for thirty years, since they were Nations Bank. I opened and paid a mortgage through them. I am outraged at the lack of care my situation has evoked from the representatives of this bank. This action feels like being robbed. I trusted the bank with my money that I worked for, and through absolutely no fault of my own, it has been taken from me. And I cant even get any paperwork to explain their justification for taking it. This is my second complaint to the CPFB because Bank of America would not respond to the initial complaint ( submitted on XX/XX/XXXX ) since I had included my sons name in the complaint process and his name is not on my checking account. Therefore, the complaint was closed without me ever receiving a reply regarding it from the bank. Since the submission of my initial complaint, the account statements requested by me ( aforementioned ) did finally arrive -- to my son 's address. So even though I had confirmed the address to which they should have been mailed with the Bank of America representative, the documents were sent to the wrong address -- ironically, to the address of my son who is very much involved in this dispute and because of whose inclusion of name my earlier complaint was unanswered. Since the filing of the initial complaint, my son also received a letter at his address dated XX/XX/XXXX from Bank of America asking for us ( my name was also on the letter, though I did not receive a copy at my address ) to reimburse a second payroll check that had been issued to him dated XX/XX/XXXX and deposited on the same day at an ATM in XXXX, SC in the amount of {$1200.00}. The letter states that if reimbursement is not received within 30 days, we will be turned in to collections. The letter states that the check was presented a second time. Upon examining the bank statements finally received from my son 's now closed account, it is clear that there was no second deposit into his account ( or neither was there ever any deposit into my account for either check in question ). I have also met with XXXX XXXX and my son 's former employer who issued the checks in question. They have confirmed that both checks were somehow illegally duplicated digitally, altered and presented at other banks for deposit after the legitimate checks ( issued and deposited by my son, the rightful recipient ) had cleared the employer 's account at XXXX. They show no record of requesting reimbursement for the funds from Bank of America. I provided them with the reference number that Bank of America said linked back to when XXXX requested the funds back ( XXXX XXXX ), and XXXX is still checking into this from their end, but I am limited in this by the fact that I am not a customer of XXXX. I remain a customer of Bank of America and expect them to do the proper research necessary to clear me of these charges which are illegitimate and should never have been deducted or asked to be repaid.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response