BANK OF AMERICA, NATIONAL ASSOCIATION

2019-09-27

Nashville, TN

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

Timely Response

2019-09-27

Greenwood, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: In XX/XX/XXXX, I modified my first mortgage with B of A after they assumed my XX/XX/XXXX loan. This was a painful and lengthy process that was horrible, but I had no choice. When the 1st mortgage modification was completed, I wanted to move on to modify my 2nd mortgage. My point of contact said he would start on that, and then called me to say that my former husband including this debt in his bankruptcy filing would prevent them from trying to collect the debt, so no modification was necessary. Four years later, when the values had recovered, they filed an NOD on XX/XX/XXXX when I was already in touch with them questioning the validity of the debt ( see attached ). They finally modified the loan adding $ XXXX to the balance, so I accepted the modification and made payment in protest. I don't feel that the lender acted in good faith and in fact ripped me off.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-27

Saint Clair, MO

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I placed a deposit with Bank of America on XX/XX/2019, for the amount of {$15000.00}. This deposit was made through the ATM. A hold has been placed on these funds for 10 business days. My complaint is that I was not notified that the funds would be placed on hold at the time of the deposit. I should have been notified, and given the opportunity to not complete the ATM deposit. I would have made an educated decision as a consumer to go to the bank on which the check was drawn, and obtain cash or a cashiers check for the amount of money. I thought their may be a hold of a few days, but not 10. In a world where quick transfers occur overnight, there is no reason to hold a check for 10 days. This is particularly upsetting because this check was issued by my attorney, and needed for health care and equipment. This is why I would have ensured that I went to the bank which the check was drawn on to obtain the money. Call Bank of America 's customer service did nothing to resolve the issue, and there is no further recourse according to the call center manager. I should have the right to determine if I am willing to wait on the hold, or to cash this check in another fashion. Bank of America has denied me my right as a consumer to make an appropriate decision for me and my family.
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

2019-09-27

PA

Other features, terms, or problems

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

Problem with balance transfer
Complaint: On XX/XX/2019 Bank of America transferred funds in the amount of {$28000.00} from my bank accounts with XXXX XXXX XXXX XXXX XXXX. This amount was in error and I immediately call both Bank of America and XXXX XXXX. I made a request to return the whole amount. I was told by both Bank of America and XXXX XXXX that it should take 2-5 days. When I called Bank of America on XX/XX/XXXX, asking why the funds were not transferred, they said they have a policy that wont allow them to transfer a large amount of money without internal protocol. I was told it could take until XX/XX/XXXX to make the transfer. I called Bank of America on XX/XX/XXXX and was told they have until XXXX to make the transfer. On XX/XX/XXXX the transfer was not 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

2019-09-27

Neotsu, OR

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/2019, I flew into XXXX with my husband on a red-eye flight from XXXX for my XXXX birthday, since we were going to see our first XXXX show together. When we arrived at the curb after getting our baggage, I opened my XXXX app to call a car. A car with an XXXX sign in the window was parked there, and the driver yelled out, XXXX? I said yes, and he instructed us to hop in and said hed look up my XXXX account via email once we got to the hotel. He quoted me {$89.00} for the ride to XXXX XXXX. It seemed legitimate to us, because the XXXX app had estimated {$89.00} for the trip from XXXX to XXXX XXXX. We got in the car and he drove us to our hotel, The XXXX, at XXXX XXXX XXXX in XXXX XXXX. Once we arrived at the hotel, the driver asked for my email address tied to my XXXX account, which I provided. He stated he was having trouble with the XXXX app due to a poor signal in the alley. He then said, Well just use my dip reader as a limo since the XXXX app isnt working. I offered him cash instead, but he insisted on taking credit card only. The driver showed me his phone with a charge of {$89.00} on the screen. He then put his phone down and handed the dip reader to me in the back seat. I dipped my card and exited the vehicle. The driver then pulled away quickly and left us at the hotel. I still felt uneasy about dipping my card, so I logged into the Bank of America app to review the purchase within about 15 minutes of arriving at the hotel. The B of A app showed a transaction of {$330.00} for XXXX XXXX in XXXX. This was {$250.00} more than I had authorized. I knew then that we had been scammed by the driver. I tried disputing the charge in the B of A app right then, on XX/XX/2019, but the chat window said I could not dispute it until the charge had posted and was no longer pending on my account. The charge did in fact post on XX/XX/2019 for {$330.00} with authorization number XXXX. I did not have a receipt, but this was {$250.00} more than I authorized, and I submitted a dispute on XX/XX/2019 requesting the permanent return of {$250.00} to my account for this unauthorized purchase amount ( CASE XXXX ). Bank of America then requested a receipt for the transaction, when I had already said the merchant had not provided me with a receipt but instead sped off in his car after getting my card information. I submitted a detailed letter of explanation to Bank of America on XX/XX/2019 ( the same day I received the request for a receipt from them ). Bank of America did not provide me provisional credit of {$250.00} for the unauthorized charge until XX/XX/2019, which was well over a month after I submitted my dispute. Then, on XX/XX/XXXX, I received a letter from Bank of America telling me they could not pursue my dispute further because I didn't have a receipt. B of A charged my card that same day for {$250.00}. The merchant provided Bank of America with a FORGED invoice saying I had transported six people to the hotel in a limo. The name on the invoice was incorrect ( my middle name was listed as my first name ), and the signature was clearly NOT mine. Bank of America has plenty of records of my signature, and the signature on that invoice is not even close to mine. I called Bank of America on XX/XX/XXXX and was repeatedly transferred. I was instructed to submit an appeal and was given yet another case number ( XXXX ). The employee told me to wait to send the appeal until I had received the invoice copy from XXXX XXXX in the mail, since the online portal only told me the reason for denial and did not have attachments. A week or so later, I received the denial in the mail with the XXXX XXXX invoice copy and confirmed that it was forged/fake. I had not signed ANYTHING with this company- much less an invoice for a limo ride for six people. I submitted an appeal on XX/XX/2019 for CASE XXXX and explained that the invoice provided by the merchant was forged/fake and that both my name and signature were incorrect. I even provided Bank of America with a copy of my plane tickets for XX/XX/2019, proving there were only two passengers ( me and my husband ) and not six. I received yet another letter from Bank of America on XX/XX/2019 denying my claim, and they provided me with yet ANOTHER new case number ( XXXX ). I submitted yet ANOTHER appeal for CASE XXXX and reiterated that I was a victim of FRAUD, that my signature had been FORGED, and that the invoice was FAKE. I received yet another denial from Bank of America on XXXXthis time telling me that they would not respond to any further dispute communications on the matter. I was not provided provisional credit for more than a month after my initial dispute. Bank of America has refused to call this anything but a billing error when I have repeatedly stated this is FRAUD and that my name and signature have been FORGED. Bank of America has given me THREE different case numbers for ONE dispute, making the process far more cumbersome and confusing than it has to be. Bank of America is ignoring my rights as a consumer and refusing to provide me with credit for an unauthorized charge of {$250.00} that I disputed in a timely manner ( the day it posted to my 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

2019-09-27

Kingsville, TX

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

2019-09-27

Chicago, IL

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

2019-09-27

Albany, GA

Managing an account

Checking or savings account: Other banking product or service

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

Timely Response

2019-09-27

Spring Hill, TN

Trouble during payment process

Mortgage: FHA mortgage

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

2019-09-27

Omaha, NE

Managing an account

Checking or savings account: Other banking product or service

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

2019-09-27

Boynton Beach, FL

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

2019-09-27

Huffman, TX

Problem with a purchase or transfer

Credit card or prepaid card: Payroll card

Card company isn't resolving a dispute about a purchase or transfer
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response

2019-09-27

Memphis, TN

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: Keep saying i dont live at property called HUD XXXX said have to be there majority of time so i only travel out 2 days and go back home 5 days, my mother says with me and only alone 2 days all my furniture, appliacnes etc there so why is denying?! Sent dispute and faxed and no response like always and already talked to HUD and i qualify! Listed house since i have equity so selling now per there letter! says wont foreclose but bank lies!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-27

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

2019-09-27

Richardson, TX

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Dear Bank of America, your attorney 's have sent me the reports for a wrong XXXX loan that ends with XXXX. That is not my mortgage loan. Please send me the paperwork for my mortgage loan which is XXXX. It does not feel good to play back and forth with you on this. I am really trying hard to avoid a lawsuit on this issue, since I have 10 more better reason to file lawsuit and I don't this one to be one of them. So please send the correct paperwork. Thanks.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-27

Westminster, CA

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 explanation

Timely Response

2019-09-27

Orange Park, FL

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was result of identity theft
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-27

Colonial Park, NY

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: On XX/XX/XXXX I made three ( 3 ) separate purchases using my Bank of America debit card on the website entitled XXXX. It is the normal practice of XXXX to send a confirmation email within minutes of making the purchase on their website. I grew concerned when I did not receive a confirmation email. I could not reach a representative at XXXX so I immediately called Bank of America at XXXX on the same date XX/XX/XXXX. A Bank of America representative indicated that the charge had not yet come through but that as soon as they did come through I would be given a temporary credit and my claim/dispute would be processed. On XX/XX/XXXX, three ( 3 ) charges appeared on my Bank of America account in the amounts of {$95.00}, {$95.00} and {$330.00}. As promised, on XX/XX/XXXX, Bank of America provided three ( 3 ) temporary credits matching the three ( 3 ) XXXX debits. To date, I have not received the items purchased on the XXXX website nor a confirmation email. Instead, XXXX insists that the 3 orders were failed due to payment failure As such, XXXX continues to insist that I was not charged. See attached screenshot of my communications with XXXX. Bank of America, without explanation, reversed the temporary credits on XX/XX/XXXX in the amount of {$95.00} ; on XX/XX/XXXX in the amount of {$95.00} and the last one for {$330.00} on XX/XX/XXXX. XXXX has not provided the items purchased and maintains that XXXX did not receive payment. Bank of America received my XX/XX/XXXX fax complaint and on XX/XX/XXXX Bank of America sent to me two emails indicating that they would not be returning the credit to the account because XXXX validated the purchase. Yet, I have no idea how such a validation was made by XXXX since I still do not have the items purchased.
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

2019-09-27

La Vernia, TX

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: I contacted Bank of America on XX/XX/XXXX regarding several large charges that hit my checking account from a company called XXXX The charges were for {$1800.00}, XXXX, ( both hit my account on XX/XX/XXXX ) XXXX and XXXX ( both hit my account on XXXX ). There were also several International Translation Fees that hit my account in the amount of {$57.00}, {$39.00}, {$6.00} and {$3.00}. I called in to Bank of America on XXXX after discovering my account balance was off so much and discovering the charges. I was informed someone had my bank check/debit card information and thats where the charges were coming from. Bank of America immediately closed my card and issued a new one and opened a dispute/claim on the charges from XXXX. For some reason they broke the charges into three separate claims, one for the {$1800.00} charge ( claim # XXXX ), one for the {$1200.00} charge ( claim # XXXX ), and one that combined the two charges for {$190.00} and {$120.00} ( claim # XXXX ). Since this was obviously a lot of money for me to be missing out of my account, I wanted to know when it would be returned to my account. I was told by the representative that she broke the charges into three claims to make it more likely that they would put the money back into my account while the claim was researched. Then I was told the larger amounts wouldnt be put in my account, but the two smaller chargers would. This was very upsetting to me because it was the beginning of the month and I had bills to pay. I also mentioned during the call that I had been a victim of identity theft where whoever had just about all my personal information imaginable filed a federal income tax return in my name for two consecutive years, applied for boat, car and payday loans, and even tried to open numerous checking accounts in my name. This was of little interest to the Bank of America representative. On XXXX I noticed in Bank of Americas online message center that the claims were resolved and would not be paid. I was very upset and called in to Bank of America. I asked how this could be? I was told that Bank of America claimed they contacted me and that I approved the charges in question, which was ludicrous. I said so to the representative. At first I was told I received a call, which I didnt. Then I was told I didnt receive a call but I received a text approving the charges. I told them this was just not correct, that they kept changing their story and it seemed like they just didnt want to reimburse my account for these fraudulent charges. The Bank of America representative said he would note the account that I wasnt contacted nor did I approve these charges and the claims would be reopened and escalated for a quick resolution. Fast-forward almost three months later and on XX/XX/XXXX I still hadnt heard anything from Bank of America. I called in and was told that they were past the 45 days it should have taken and the person I spoke to was going to make sure there was a resolution in the next day or two. I logged in on XX/XX/XXXX and once again all three claims said resolved and unable to pay. I was very upset. I XXXX searched this XXXXXXXXXXXX that hit me with all these charges, and found out its a scam bank out of XXXX that is notorious for not only scamming people out of money but money laundering. It appears Bank of America didnt even do any real research like this because when I called in to Bank of Americas fraud department on XX/XX/XXXX to find out why they didnt pay these fraudulent claims on my account, I spoke with XXXX in Arkansas and she once again told me all the notes said is that Bank of America claims to have contacted me on XX/XX/XXXX and that I validated the charges, which is crazy. I looked back on my history and I see no calls, no messages or anything from Bank of America on XX/XX/XXXX. I let XXXX know all that had transpired and she was shocked that Bank of America had, and I quote ( I also have a recording of this call ) Had not been an advocate for its customer but instead had been more of an advisory. XXXX seemed genuinely concerned ( the first person at Bank of America I had talked to that actually did seem concerned about what happened to me ) and said It seems to me like someone here just swept this under the rug and didnt want to deal with it. She also saw the same thing I did about this XXXX apparently being some kind of foreign scam bank or company. I also requested documentation of the research Bank of America actually did on these claims be sent to me. XXXX wrote everything we talked about as well as her opinions on how I ( as a customer ) as well as the disputes/claims had been treated so far during this nightmare and reopened the claims. She wrote down what we had talked about and entered them in the claim notes and said she was sending this to an upper manager who should read it on XX/XX/XXXX or XX/XX/XXXX. I also let her know I would probably be filing a complaint with the Consumer Financial Protection Bureau because it see no other recourse at this time. I would like this resolved and the funds that were fraudulently taken from my account put back immediately. I believe this entire situation reflects very poorly on Bank of America and how it treats its customers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-27

Houston, TX

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was result of identity theft
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-27

Chicago, IL

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

2019-09-27

Lynwood, CA

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 non-monetary relief

Timely Response

2019-09-27

Springfield, MO

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

2019-09-27

Clermont, FL

Closing your account

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

Company closed your account
Complaint: I opened a email that I received yesterday from Bank of America. I have had this credit card for over five years. I have never missed a payment. In the email they stated that they were closing my account. I called the customer service agent and she stated that is was based on risk management factors. I did not know I was constantly being monitored in ordered to keep my credit card. I pay on time, I have had this card for years, so why? She said that I had too many inquires, high balances, and late payments on my credit report. I reminded her that I already had the card for some time and was never late. This is the first time I have ever had this happen to me? Is this a new practice. I am concerned, is this a signal of things to come in the financial sector? Are the banks tightening up their belts and cutting off the fat? I just want my Bank of America credit account to be reopened, to lose it will make my credit score drop terribly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-09-27

Sunnyvale, CA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response